Zoom, Genesys Partner to Integrate Phone, CX solution

Zoom Video Communications Inc. and Genesys, a cloud leader in customer experience orchestration, have expanded their partnership to help businesses deliver effortless customer experience by building on their integration between Zoom Phone and Genesys ​​Cloud CX.

Together, the offerings provide organizations with an easy-to-configure and feature-rich cloud contact center and unified communications solution that enables teams to collaborate better when solving customers’ needs.

The companies’ expanded partnership includes a go-to-market relationship in which Genesys will enable its global direct and indirect channel to deliver the combined Zoom Phone plus Genesys Cloud CX solution.

InflowCX, a consulting and professional services provider for contact center, customer experience and unified communications solutions, is seeing increased potential for organizations to deploy Zoom and Genesys as part of their UCaaS and CCaaS transformation.
The company recently helped two organizations, a pediatric health care provider and an auto insurance company, implement the integrated offerings from Zoom and Genesys. Both organizations wanted to make it easier for employees to pass information between the contact center users and other areas of the business so customers and patients could be served more seamlessly – whether they were calling, interacting with digital channels or walking into an office.

InflowCX Chief Revenue Officer Mike Dolloff said, “Today, businesses don’t want to deal with clunky and frustrating workflows just to move customer interactions between technology stacks. By working together, Zoom and Genesys are solving a huge hurdle for many of our clients, bridging communications across entire organizations and improving employee and customer experience. 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.”

Zoom’s CRO Ryan Azus added, “By deepening the alignment from our partnership with Genesys, we will accelerate the introduction of Zoom Phone into Genesys Cloud CX’s robust customer base, bringing those businesses a modern cloud phone solution as part of a seamless, 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.”

To learn more, join the Genesys Xperience 2022, at 1:30 to 2 p.m. (ET), June 9, when Zoom Chief Product Officer Oded Gal and Genesys Strategy Officer Peter Graf discuss how the companies are working together. Register here.