AI-powered experience orchestration leader and leading business communications provider collaborate to help large enterprises accelerate CX innovation.
Genesys and Mitel, a global leader in business communications, are teaming up to simplify CX innovation for large enterprises worldwide
The new go-to-market relationship is designed to offer large enterprises the benefits of the advanced AI-Powered Experience Orchestration capabilities of Genesys and Mitel’s deep system integration and services expertise to reduce complexity and transform customer engagement.
Sebastian Tietz, Head of Business Development, Mitel, said: “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. “
In the current regulatory environment, enterprises must comply with a growing list of geographic and industry standards, such as the EU AI ACT, GDPR, and DORA. This is especially important for verticals with stringent regulations like financial services, healthcare and the public sector. Genesys and Mitel are positioned to help large enterprises, institutions and governments meet these demands.
“Through our collaboration with Mitel as a Global System Integrator, organizations 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,” said Larry Shurtz, Chief Sales Officer, Genesys.
With the industry-leading cloud contact center capabilities of the Genesys Cloud platform, Genesys delivers advanced AI and digital solutions that enable organisations to orchestrate personalised, end-to-end customer experiences. Genesys Cloud provides organisations with voice, digital engagement, journey management and workforce engagement management capabilities all within a single, secure and scalable platform built to help global enterprises improve customer experiences, employee efficiency and business ROI.
For existing Mitel UC customers, the Genesys solutions effectively integrate with a customer’s current platform investments, extending contact center capabilities at scale.
Mitel’s expert services provide a comprehensive, objective 360-degree assessment to identify key requirements based on target customer business outcomes and develop tailored solution strategies embedded into customer workflows.
Leveraging a proven transformation methodology, Mitel helps large enterprises minimise deployment risks while executing complex custom integrations to maximise platform performance. Through its managed services practice, Mitel ensures ongoing compliance, service assurance and continuous optimisation, fostering strong partnerships with customers and Genesys to maintain high satisfaction levels.
Mitel will market the Genesys Cloud platform to direct large enterprises as part of its managed services offering, with initial availability in the United States, Austria, France, Germany, Italy, the United Kingdom and LATAM.
Looking ahead, Genesys and Mitel plan to expand on their go-to-market relationship through closer integrations that allow organisations to leverage their existing business communications investment and accelerate their digital transformation.
