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Genesys Partners with Infosys to Accelerate its Strategic Transformation Journey

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Infosys, a global leader in next-generation digital services and consulting, announced the launch of a partnership with Genesys, a global leader in cloud customer experience and contact center solutions. The alliance will position both organizations to enhance and expand their customer experience and contact center offerings. Together, the companies will deliver market-disrupting innovation and mission-critical support to enable organizations around the world to provide differentiated customer service experiences.

As a part of the partnership, Infosys will bring to market Genesys contact center solutions. Clients of both organizations stand to benefit from the enhanced capability that will come from a combined investment in innovation, a broader ecosystem of strategic partners, and a shared commitment to delivering world-class customer experiences. In addition, Infosys will leverage and support R&D, operations, and customer service for Genesys PureConnect. Genesys will retain and manage sales, marketing, and a host of additional functions for this solution.

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“This partnership will unlock significant value for both our companies. It will bring the industry-leading cloud communications solutions from Genesys to our clients and partners and enhance our ability to accelerate their migration to cloud communication solutions,” said Infosys CEO Salil Parekh. Now, more than ever, customers expect flexible and reliable support in the channel that best suits their preference. Together, we will be able to deliver that support and serve the evolving needs of our combined customer bases.

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Tony Bates, CEO of Genesys, added, “Our strategic partnership with Infosys will be instrumental in enabling organizations of all sizes around the world to realize the Genesys vision of Experience as a Service. As a market leader with a reputation for operational excellence, Infosys brings key capabilities to help us drive continuous innovation for joint customers. Our companies share a commitment to ongoing investment in the latest contact center technologies and delivering the highest levels of support so that customers can always provide differentiated and personalized experiences – a paramount component for business success today.”

The announcement comes at a time of significant demand, as companies quickly adapt to changes within their workforce and the rise of customer service inquiries following the onset of the COVID-19 pandemic. The partnership includes a commitment from both Infosys and Genesys to jointly develop advanced solutions that increase contact center functionality by leveraging AI and hybrid technologies, resulting in improved customer and employee experiences.

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