Microsoft and Genesys partner to help enterprises with new cloud service for contact centres (Services)

Microsoft Corp. and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centres that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution, Genesys Engage, running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.

Genesys Engage on Microsoft Azure will be available in late 2020. To accelerate adoption, the companies are providing Genesys Engage on Microsoft Azure through a joint co-selling and go-to-market strategy. Customers will benefit from a streamlined buying process that puts them on a clear path to the cloud.

“We are thrilled to give large enterprises the opportunity to run their mission critical customer experience platform in the cloud environment they already know and trust — Microsoft Azure,” said Peter Graf, Chief Strategy Officer of Genesys. “Together, we’re making it simpler for even the most complex organisations to transition to the cloud, enabling them to unlock efficiencies and accelerate innovation so they can build deeper connections with customers.”

The power of Genesys Engage on Microsoft Azure

With its multi-tenant architecture, Genesys Engage on Microsoft Azure gives customers the ability to innovate faster and improve their business agility. In addition, by running the Genesys customer experience solution on this dependable cloud environment, enterprises will be able to maximise their investment in Microsoft Azure through simplified management and maintenance requirements, centralised IT expertise, reduced costs and more. These solutions make it easier for enterprises to leverage cloud and artificial intelligence (AI) technologies so they can gain deeper insights and provide tailor-made experiences for their customers.

“Large contact centres receive an exceptionally high volume of inquiries across a growing list of channels and platforms. One of the biggest challenges is connecting the details of every interaction across all channels to ensure each customer has a seamless experience,” said Kate Johnson, President, Microsoft U.S. “By leveraging Microsoft’s Azure cloud and AI technologies, Genesys is helping enterprises create a seamless customer journey with Microsoft’s trusted, secure, and scalable platform.”

The companies are also exploring and developing new integrations for Genesys and Microsoft Teams, Microsoft Dynamics 365 and Azure Cognitive Services to streamline collaboration and communications for employees and customers. More information will be released about these upcoming integrations later this year.