Singapore – Genesys, an AI-powered experience orchestration firm, has recently announced that it has partnered with global business communications company Mitel. This strategic alliance is designed to help organisations drive business outcomes at scale through loyalty-building customer and employee experiences.
In particular, the two will support large enterprises with Genesys’ advanced AI-powered experience orchestration capabilities and Mitel’s extensive system integration and services expertise to reduce complexity and transform customer engagement.
Alongside the effort, the current regulatory environment also requires enterprises to comply with a growing list of geographic and industry standards, such as the EU AI ACT, GDPR, DORA and HIPAA.
For industries with strict compliance needs, including financial services, healthcare, and the public sector, Genesys and Mitel will further provide the expertise and technology to help organisations navigate these challenges.
As part of its managed services, Mitel will market the Genesys Cloud platform to large enterprises, starting in key regions including the U.S., Germany, the U.K., France, Italy, and Latin America.
Both companies aim to strengthen their collaboration with deeper integrations, assisting businesses in optimising current communication systems and accelerating digital transformation.
Additionally, Mitel will market the Genesys Cloud platform to direct large enterprises as part of its managed services offering, with initial availability in the United States, Germany, the United Kingdom, 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.
Sebastian Tietz, head of business development at Mitel, said, “Our partnership with Genesys expands Mitel’s ability to serve large and very large enterprises, offering 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. The advanced platform and customer-centric approach from Genesys combined with Mitel’s broad portfolio and transformative professional services help accelerate value for customers of all geographies and sectors, including highly regulated industries,” added Tietz.
Meanwhile, Larry Shurtz, chief sales officer at Genesys, commented, “Through our collaboration with Mitel as a global system integrator, organisations will be able to manoeuvre 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 for customers and employees.”
Genesys delivers advanced AI and digital solutions that enable organisations to orchestrate personalised, end-to-end customer experiences. Its cloud platform also provides organisations with voice, digital engagement, journey management and workforce engagement management capabilities, all within a single, secure and scalable platform.
Mitel, on the other hand, offers a comprehensive, objective 360-degree assessment to identify key requirements based on target customer business outcomes and develop tailored solution strategies embedded into customer workflows.
The company ensures ongoing compliance, service assurance and continuous optimisation, harnessing strong partnerships with customers and Genesys to maintain high satisfaction levels.
