Verizon adds Genesys Cloud to its contact center portfolio

Verizon Business added another tool to its customer experience and contact center toolkit. The company has teamed with Genesys to offer a cloud-based contact center solution to its enterprise customers. In addition, the deal will provide an on-ramp to Genesys customers that want to take advantage of Verizon’s network connectivity.

Genesys Cloud will provide enterprises with access to Verizon’s network and also gives them a contact-center-as-a-service solution to interact with their customers.

The deal includes Geneys Engage subscriptions, which will allow customers to move their customer experience portfolio from on-premises to hybrid cloud and public or private cloud deployments.  This allows organizations to be flexible and gives them the ability to engage with their customers through phone calls, or text, chat and social media.

Because of the pandemic, many enterprises have allowed their contact center employees to work remotely. Genesys Cloud will allow remote agents to have access to the entire range of capabilities that the contact center offers.

Related: Genesys and Microsoft serve up new cloud service for contact centers

Verizon said that Genesys Cloud gives enterprises a chance to differentiate themselves from the competition with their customer experience. “As enterprises look to CX to differentiate themselves, an all-in-one contact center platform that can scale and quickly enable new features across digital channels for agents can transform business outcomes,” said Sampath Sowmyanarayan, president of global enterprise at Verizon Business.

According to IDC analyst Mary Wardley, the deal is a win-win for both Genesys and Verizon. “The partnership between Verizon and Genesys is longstanding. By providing access to the next-generation Genesys products, Verizon is providing a bridge to existing Genesys customers on Verizon. At the same time, customers will benefit from next-generation capability.”

Genesys also recently inked a deal with Microsoft in which Genesys Engage will run on Microsoft Azure to offer contact centers a unified customer experience solution.