Zoom-Genesys expanded partnership to help businesses deliver effortless customer experience

KUALA LUMPUR, June 7 (Bernama) -- Zoom Video Communications Inc and Genesys®, a global cloud leader in customer experience orchestration, have expanded their partnership to help businesses deliver effortless customer experience by building upon their integration between Zoom Phone and Genesys ​​Cloud CX™.

“By deepening the alignment from our partnership with Genesys, we will accelerate the introduction of Zoom Phone into Genesys Cloud CX’s robust customer base, bringing those businesses a modern cloud phone solution as part of a seamless, unified platform to improve employee collaboration and create stronger, more meaningful customer experiences,” said Zoom Chief Revenue Officer, Ryan Azus.

“We are excited to incorporate this strengthened integration into our open partner ecosystem to provide businesses with the flexibility and ability to optimise their cloud contact centre and communications solutions.”

Meanwhile, Genesys Chief Revenue Officer, ML Maco said: “Increasing market demand for combined unified communications and contact centre solutions is an acknowledgement from businesses that ultimately every employee serves the customer, whether customer-facing or not.

“That’s why together with Zoom, we’re reducing barriers for businesses and enabling our ecosystem to help joint customers better connect the enterprise and exceed consumer expectations in a changing digital world.”

Together, the offerings provide organisations with an easy-to-configure and feature-rich cloud contact centre and unified communications solution that enables teams to better collaborate to solve customer needs, according to a statement.

The companies’ expanded partnership includes a go-to-market relationship where Genesys will enable its global direct and indirect channel to deliver the combined Zoom Phone plus Genesys Cloud CX solution.

InflowCX, a consulting and professional services provider for contact centre, customer experience, and unified communications solutions, is seeing increased potential for organisations to deploy Zoom and Genesys as part of their UCaaS and CCaaS transformation.

The company recently helped two organisations, a pediatric healthcare provider and auto insurance company, implement the integrated offerings from Zoom and Genesys.

Founded in 2011, Zoom is headquartered in San Jose, California.

-- BERNAMA