Genesys and Mitel Announce a Global Strategic Partnership

Genesys and Mitel have announced a global strategic partnership aimed at helping large enterprises enhance both customer and employee experiences through AI-powered solutions.

This collaboration combines Genesys’ advanced cloud contact center technology with Mitel’s expertise in system integration and services, streamlining customer engagement and business communications.

Larry Shurtz, the chief sales officer at Genesys, elaborated on the collaboration with Mitel, stating, “Through our collaboration with Mitel, organisations will be able to 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 for customers and employees.”

Genesys Cloud helps organisations connect with their customers through voice, digital channels, and smart workforce tools, all while keeping data secure. Mitel helps organisations to assess their technology needs and develop tailored strategies to improve platform performance.

As part of the agreement, Mitel will offer the Genesys Cloud platform to large enterprises through managed services.

For existing Mitel customers, Genesys solutions will integrate seamlessly with their current communications infrastructure, enhancing contact center capabilities while minimising disruption.

This initiative will initially launch in the United States, Germany, the United Kingdom, France, Italy, and Latin America.

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 helps accelerate value for customers of all geographies and sectors, including highly regulated industries.”

Mitel customers will have the ability to add Genesys contact center tools to their existing phone systems without the need to replace their current setup.

Looking ahead, this partnership is expected to expand over time with further integrations to support businesses in their digital transformation.

Krishna Baidya, Senior Director, CX, ICT Practice at Frost & Sullivan, concluded, “The partnership between Genesys and Mitel exemplifies how organisations can come together to address these concerns and help joint customers prioritise robust data protection measures and compliance with privacy regulations for overall better CX.”

For more information about Genesys - visit the Genesys Website

About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Find out more about Genesys

Author: Hannah Swankie
Reviewed by: Rachael Trickey