The California technology companies Zoom Video Communications and Genesys Telecommunications Laboratories are expanding their partnership with an offering that provides organizations with a feature-rich cloud contact center and unified communications solution intended to improve collaboration among teams to resolve customer needs and enhance CX.
The expanded partnership is being built on the integration between Zoom Phone, a cloud phone system for the enterprise, and Genesys Cloud CX, a cloud contact center solution and platform maintaining strong encryption and multi-tenant security standards.
San Jose-based Zoom is the provider of videotelephony and online chat services through a cloud-based platform used for video communications, messaging, voice calls, virtual events, and contact centers. It is best known, however, for its videoconferencing software platform of the same name, which surged in usage during the pandemic as quarantine measures were implemented throughout the world. Genesys, headquartered in Daly City, is a key provider of cloud CX and contact center solutions to midsized and large businesses, selling both cloud-based and hybrid cloud software.
The expanded partnership between the two companies includes a go-to-market relationship in which Genesys will enable its global direct and indirect channel to deliver the combined solution of Zoom Phone plus Genesys Cloud CX.
The Dynamics of Integration
The potential is growing for organizations to deploy the integrated Zoom and Genesys offering, according to InflowCX, a Los Angeles-based consulting and professional services provider for contact center, CX, and unified communications solutions. InflowCX recently helped two organizations, a pediatric healthcare provider and an auto insurance company, with implementing the integrated solution. Both organizations wished to make it easier for employees to pass information between contact center users and other areas of the business so that customers and patients—whether they were calling, interacting with digital channels, or walking into an office—could be served seamlessly.
Mike Dolloff, chief revenue officer at InflowCX, says that by working together, Zoom and Genesys helped resolve a major challenge for many of their clients, bridging communications across entire organizations and improving CX and employee experience (EX) alike. “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,” Dolloff adds.
Executives at both Zoom and Genesys agree, with each side extolling the partnership while also underscoring its contributions to the solution.
Ryan Azus, chief revenue officer at Zoom, says the partnership will accelerate the introduction of Zoom Phone into the robust customer base of Genesys Cloud CX, bringing businesses a modern cloud phone solution as part of a smooth and unified platform to improve employee collaboration and create stronger, more meaningful customer experiences.
“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,” Azus says. “We are excited to incorporate this strengthened integration into our open partner ecosystem to provide businesses with the flexibility and ability to optimize their cloud contact center and communications solutions.”
ML Maco, chief revenue officer at Genesys, says that by collaborating with Zoom, barriers to business will be lowered, enabling the ecosystem to help customers connect more easily to the enterprise.
“Increasing market demand for combined unified communications and contact center solutions is an acknowledgement from businesses that ultimately, every employee serves the customer, whether customer-facing or not,” Maco emphasizes.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
