Genesys Births New Collaboration with AWS


Genesys has announced a new Strategic Collaboration Agreement (SCA) with Amazon Web Services, Inc. (AWS) to help organisations create exceptional experiences through deeper coordination of technologies and intelligent, automated solutions.

As part of the agreement, the companies are also working to market and sell Genesys Cloud CX with AWS Contact Centre Intelligence (CCI) solutions to streamline access for customers. Today, AWS CCI and Genesys Cloud CX customers can use Amazon Transcribe, Amazon Lex, Amazon Polly, Amazon Kendra and other AI-powered services in the AWS CCI portfolio to improve customer service and agent productivity.

Companies across every industry, such as Alberta Motor Association (AMA) Group, are combining Genesys Cloud CX and AWS to orchestrate exceptional self-service and human-assisted experiences across voice and digital channels.

“The key differentiators of Genesys versus other vendors for us was the flexibility, robust roadmap, licensing options and API integrations, which brought a sense of clarity and ease of use for our admins and developer teams,” said Kymberli O’Hagan, Technical Analyst III at AMA. “When we first moved to Genesys Cloud CX, we had a third-party bot system for roadside assistance, but since then, we’ve moved away from that solution and built a bot completely in-house using Genesys and Amazon Lex.”

The multifaceted partnership of Genesys and AWS also extends to the availability of Genesys Cloud CX in the AWS Marketplace, a digital catalogue with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software.

“At Genesys, our aim is to enable organisations to orchestrate differentiated customer and employee experiences; today this is only made possible through seamless coordination of technologies, touchpoints and channels,” said Olivier Jouve, Chief Product Officer, Genesys. “As one of our foundational partners, our collaboration with AWS is central to our strategy for empowering customers with the capabilities and innovation they need to thrive.”

“Genesys has been both a customer and AWS Partner for many years, leveraging AWS’s digital transformation and implementing cloud customer experience strategies to develop innovative solutions for our customers,” said Ruba Borno, Vice President, Worldwide Channels and Alliances, AWS. “This Strategic Collaboration Agreement (SCA) takes our relationship with Genesys to the next level with investment to help organisations migrate to the Genesys Cloud CX solution and promote AWS Marketplace as a strategic channel for joint customers. The SCA is a significant win for our customers as they continue on their cloud migration journey.”


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