Extra tags: Contact CentreZoomGenesys
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™. 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.
Genesys will enable its global direct and indirect channel to provide the combined Zoom Phone plus Genesys Cloud CX solution as part of the businesses' expanded agreement.
InflowCX, a contact centre, customer experience, and unified communications consulting and professional services firm, sees growing possibilities for organisations to use Zoom and Genesys as part of their UCaaS and CCaaS transformations.
The company has assisted two organisations, a paediatric healthcare provider and an auto insurance company, in implementing Zoom and Genesys' combined capabilities. Both companies wanted to make it easier for employees to communicate information between contact centre users and other parts of the company so that customers and patients could be served more seamlessly – whether they called, used digital channels, or walked into an office.
InflowCX Chief Revenue Officer Mike Dolloff said, “Today, businesses don’t want to deal with clunky and frustrating workflows just to move customer interactions between technology stacks. By working together, Zoom and Genesys are solving a huge hurdle for many of our clients, bridging communications across entire organisations and improving employee and customer experience. Across industries and regardless of company size, we’re consistently hearing from businesses that presence and directory availability between Zoom Phone and Genesys Cloud is critical to empowering employees to get a customer to the right resource in real time.”
“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 Ryan Azus, Chief Revenue Officer, Zoom. “Zoom’s innovative phone solution aligns perfectly with the experience orchestration capabilities of Genesys and goal of transforming how companies connect with their customers and employees. 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.”
“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,” said ML Maco, Chief Revenue Officer, Genesys. “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.”
