Microsoft and Genesys partnership expanded to deliver new cloud service

Microsoft and Genesys announced an expansion to their partnership to provide a new cloud software.

Genesys Engage, an omnichannel customer experience solution, will run on Microsoft Azure, enabling superior interactions for customers.

The service ensures enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey, says Genesys.

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.

Genesys says customers benefit from a streamlined buying process that puts them on a clear path to the cloud, easing the transition for large enterprises.

With its multi-tenant architecture, Genesys Engage on Microsoft Azure aims to give customers the ability to innovate faster and improve their business agility.

In addition, by running the Genesys customer experience solution on this 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.

NTT intelligent business and intelligent workplace senior vice president Nemo Verbist, a partner of both Microsoft and Genesys, sees great value in the partnership.

 "Many of our customers have standardised on Microsoft solutions, and Genesys Engage on Microsoft Azure gives them an additional opportunity to take advantage of their investment.

"Together, these solutions provide enterprises a secure and powerful foundation to communicate with their customers in creative and meaningful ways," says Verbist.
 
"Large contact centres receive an exceptionally high volume of inquiries across a growing list of channels and platforms," says Microsoft US president Kate Johnson.

"One of the biggest challenges is connecting the details of every interaction across all channels to ensure each customer has a seamless experience.

"By leveraging Microsoft's Azure cloud and AI technologies, Genesys is helping enterprises create a seamless customer journey with Microsoft's platform," she says.

"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," says Genesys chief strategy officer Peter Graf.

"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 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.