Microsoft Corporation (NASDAQ: MSFT) and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver better interactions for customers. Currently, Genesys Engage™ running on Microsoft Azure and enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.
Genesys Engage omnichannel customer experience solution, and is expected to be available to customers in late 2020. Microsoft reported that accelerate adoption the two companies to provide Genesys Engage on Microsoft Azure through a joint co-selling and go-to-market strategy.
"Large contact centers 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."
With its multitenant 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 maximize their investment in Microsoft Azure through simplified management and maintenance requirements, centralized 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.
"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 organizations to transition to the cloud, enabling them to unlock efficiencies and accelerate innovation so they can build deeper connections with customers."