Zoom and Genesys Announce Strategic Agreement Uniquely Positioned Around Zoom Phone to Improve Collaboration and Customer Experiences
06 June 2022 - 11:00PM
Zoom Video Communications, Inc. (NASDAQ: ZM) and Genesys®, a global
cloud leader in customer experience orchestration, have expanded
their partnership to help businesses deliver effortless customer
experience by building upon 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 better collaborate to solve customer needs.
The companies’ expanded partnership includes a go-to-market
relationship where 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 healthcare provider and auto insurance company, implement
the integrated offerings from Zoom and Genesys. Both organizations
aimed to make it easier for employees to pass information between
the contactcenter 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.”
“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,” said Ryan Azus, Chief Revenue Officer, Zoom.
“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. We are excited to incorporate this strengthened
integration into our open partner ecosystem to provide businesses
with the flexibility and ability to optimize their cloud contact
center and communications solutions.”
“Increasing market demand for combined unified communications
and contact center solutions is an acknowledgement from businesses
that ultimately every employee serves the customer, whether
customer-facing or not,” said ML Maco, Chief Revenue Officer,
Genesys. “That’s why together with Zoom, we’re reducing barriers
for businesses and enabling our ecosystem to help joint customers
better connect the enterprise and exceed consumer expectations in a
changing digital world.”
To learn more, join Genesys Xperience 2022 this week to hear
Zoom Chief Product Officer Oded Gal and Genesys Strategy Officer
Peter Graf discuss how the companies are working together to help
businesses earn the trust of customers and employees in a session
moderated by CX influencer Blair Pleasant, President &
Principal Analyst, COMMfusion. The joint session with Zoom and
Genesys is held on day two of Xperience from 5:30-6 am ET; 1:30-2
pm ET on June 9; and on-demand following the event. Register
now.
About ZoomZoom is for you. We help you express
ideas, connect to others, and build toward a future limited only by
your imagination. Our frictionless communications platform is the
only one that started with video as its foundation, and we have set
the standard for innovation ever since. That is why we are an
intuitive, scalable, and secure choice for large enterprises, small
businesses, and individuals alike. Founded in 2011, Zoom is
publicly traded (NASDAQ:ZM) and headquartered in San Jose,
California. Visit zoom.com and follow @zoom.
About GenesysEvery year, Genesys orchestrates
more than 70 billion remarkable customer experiences for
organizations in more than 100 countries. Through the power of our
cloud, digital and AI technologies, organizations can realize
Experience as a ServiceSM our vision for empathetic customer
experiences at scale. With Genesys, organizations have the power to
deliver proactive, predictive, and hyper personalized experiences
to deepen their customer connection across every marketing, sales,
and service moment on any channel, while also improving employee
productivity and engagement. By transforming back-office technology
to a modern revenue velocity engine Genesys enables true intimacy
at scale to foster customer trust and loyalty. Visit
www.genesys.com.
©2021 Genesys. All rights reserved. Genesys, the Genesys logo,
Genesys Cloud CX, Genesys Multicloud CX, Genesys DX and Experience
as a Service are trademarks, service marks and/or registered
trademarks of Genesys. All other company names and logos may be
registered trademarks or trademarks of their respective
companies.
Zoom Press RelationsBridget MoriartyPartner PR
Specialistpress@zoom.us
GenesysRachel Faulkner PerezSr. Director,
External CommunicationsRachel.FaulknerPerez@genesys.com+1
317.403.1781
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