Genesys Signs Strategic Collaboration Agreement with AWS

Genesys has signed a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to help organizations create exceptional experiences through deeper coordination of technologies and intelligent, automated solutions.

Genesys and AWS are intensifying their cooperation, building on their longstanding commitment to assisting joint clients in reimagining the experiences they provide to meet the demands of discerning digital-first customers. This is more important than ever since businesses today cannot afford the sluggish innovation cycles and fragmented technologies that are typically the cause of strained consumer relationships. To enable businesses to advance their cloud customer experience and digital transformation initiatives, Genesys and AWS intend to broaden their collaboration on research and development projects as well as their go-to-market partnership.

More than 4,000 clients are currently orchestrating personalized experiences and enhancing operational efficiency by utilizing the combined strength of two major technology firms using the Genesys Cloud CX platform, a cloud-native solution built on AWS. Furthermore, Genesys Cloud CX is one of the most tried-and-true contact center solutions for any organization, with more than 800,000 users on the platform across 13 AWS Regions.

The firms are also collaborating to promote and sell Genesys Cloud CX with AWS Contact Center Intelligence (CCI) solutions to simplify access for clients as part of the arrangement. Customers of AWS CCI and Genesys Cloud CX may now effortlessly enhance customer service and agent efficiency by utilizing Amazon Transcribe, Amazon Lex, Amazon Polly, Amazon Kendra, and other AI-powered services in the AWS CCI portfolio.