Genesys and Microsoft serve up new cloud service for contact centers

Microsoft CEO Satya Nadella (left), and Tony Bates, CEO of Genesys, shakes hands on a new combined service that runs on Azure. (Microsoft/Genesys)

Microsoft took the wraps off of a new cloud service for Azure via its partnership with Genesys. Scheduled for release later this year, Genesys Engage will run on Microsoft Azure to offer contact centers a unified customer experience solution. With Azure, Genesys Engage, which is an omnichannel customer experience solution, gives enterprises a streamlined buying process that puts them on the path to the cloud.

The companies said the partnership enables enterprises to maximize their investments through a more agile architecture in order to tap into simplified management and customer-centric solutions.

By running the Genesys customer experience solution in the Azure cloud environment, enterprises will be able to maximize their investment in Microsoft Azure through simplified maintenance requirements, centralized IT expertise and reduced costs,


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The combined solutions also help enterprises leverage cloud and artificial intelligence (AI) technologies so they can gain deeper insights and provide tailor-made solutiosn for their customers, according to the two companies.

The companies are providing 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., in a statement "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."

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The two 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. They expect to release more details on the additional collaborations later this year.

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