Genesys and Mitel, a global leader in business communications, are teaming up to simplify customer experience (CX) innovation for large enterprises worldwide. The companies are announcing a new global strategic relationship to help organisations drive business outcomes at scale through loyalty-building customer and employee experiences.
The new go-to-market relationship is designed to offer enterprises the benefits of the advanced AI-Powered Experience Orchestration capabilities of Genesys. Together with Mitel’s deep system integration and services expertise to reduce complexity and transform customer engagement.
According to Sebastian Tietz, head of business development at Mitel, “Our partnership with Genesys expands Mitel’s ability to serve large and very large enterprises. It offers a full range of CX solutions tailored to their preferred deployment models, including CCaaS.”
“With Genesys Cloud, we can now support large enterprise customers pursuing a cloud-first CX strategy through a comprehensive platform embedded with native AI and providing extensive global reach and scale for organisations worldwide. It includes the advanced platform and customer-centric approach from Genesys combined with Mitel’s broad portfolio and transformative professional services. This helps accelerate value for customers of all geographies and sectors, including highly regulated industries.”
Striving for excellence
Krishna Baidya, Senior Director, CX, ICT Practice at Frost & Sullivan, commented, “Striving for excellent CX is a strategic element of every organisation’s business growth. Delivering superior CX has become a key competitive differentiator in today’s experience economy. With increasing digitisation, concerns about data security and privacy are escalating. This is prompting global businesses to invest more in secure and compliant CX solutions to help maintain consumer trust.”
“The partnership between Genesys and Mitel exemplifies how organisations can come together to address these concerns. Furthermore, help joint customers prioritize robust data protection measures and compliance with privacy regulations for overall better CX.”
In the current regulatory environment, enterprises must comply with a growing list of geographic and industry standards. This includes the EU AI ACT, GDPR, DORA and HIPAA. This is especially important for verticals with stringent regulations like financial services, healthcare and the public sector. Genesys and Mitel are positioned to help large enterprises, institutions and governments meet these demands.
“Through our collaboration with Mitel, organisations can maneuver through the complexities of evolving regulatory standards and ever-changing customer expectations. With comprehensive platform capabilities, support and service from Mitel, organisations around the world can more seamlessly orchestrate end-to-end experiences. This will benefit customers and employees,” said Larry Shurtz, chief sales officer at Genesys.
With the cloud contact centre capabilities of the Genesys Cloud platform, Genesys delivers advanced AI and digital solutions. This will enable organisations to orchestrate personalised, end-to-end customer experiences. Genesys Cloud provides organisations with voice, digital engagement, journey management and workforce engagement management capabilities. All within a secure and scalable platform built to help global enterprises improve customer experiences, employee efficiency and business ROI. For existing Mitel UC customers, Genesys solutions integrate with a customer’s current platform investments, extending contact centre capabilities at scale.
Supporting digital transformation methodologies
Mitel’s services provide a comprehensive, objective 360-degree assessment to identify key requirements based on target customer business outcomes. The solution develops tailored solution strategies embedded into customer workflows. Leveraging a transformation methodology, Mitel helps large enterprises minimise deployment risks while executing complex custom integrations to maximise platform performance. Through its managed services practice, Mitel ensures ongoing compliance, service assurance and continuous optimization. This fosters strong partnerships with customers and Genesys to maintain high satisfaction levels.
Mitel will market the Genesys Cloud platform to direct large enterprises as part of its managed services offering. The solution will be initially available in the US, Germany, UK, France, Italy and Latin America. Looking ahead, Genesys and Mitel plan to expand on their go-to-market relationship through closer integrations that allow organisations to leverage their existing business communications investment and accelerate their digital transformation.
Enterprise Times: What this means for businesses
In today’s experience economy, customers expect seamless engagement across every touchpoint. To meet these expectations and compete in the ever-changing business landscape, organisations are looking to transform customer and employee experience using AI. Hence the partnership between Genesys and Mitel.
AI-Powered Experience Orchestration will be pivotal to helping large enterprises accelerate customer experience innovation. The partnership is designed to offer global enterprises the benefits of the Genesys advanced AI-Powered Experience Orchestration capabilities. Together with Mitel’s system integration and services expertise, the new solution is expected to reduce complexity and transform customer engagement.
Orchestration is the key. Orchestration goes beyond just the contact centre or customer-facing channels. It includes orchestrating the entire enterprises, including the back-office, to seamlessly support the creation of better customer engagement. This highlights the transformative nature of AI on business strategies emphasising its role in customer experience (CX) and operational efficiency.
