Genesys, a global leader in AI-powered experience orchestration, and Mitel, a worldwide leader in business communications, have formed a strategic alliance to simplify customer experience (CX) innovation for large enterprises. This collaboration is designed to drive business success by enhancing customer and employee interactions at scale.
In today’s experience-driven economy, customers demand seamless engagement across multiple touchpoints. To remain competitive, organizations are increasingly leveraging AI to transform both customer and employee experiences.
This go-to-market partnership brings together the advanced AI-powered capabilities of Genesys with Mitel’s deep expertise in system integration and services. The alliance aims to reduce complexity and elevate customer engagement for enterprises globally.
“Our partnership with Genesys expands Mitel’s ability to serve large and very large enterprises, offering a full range of CX solutions tailored to their preferred deployment models, including CCaaS,” said Sebastian Tietz, head of business development at Mitel. “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 organizations worldwide. The advanced platform and customer-centric approach from Genesys combined with Mitel’s broad portfolio and transformative professional services helps accelerate value for customers of all geographies and sectors, including highly regulated industries.”
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“Striving for excellent CX is a strategic element of every organization’s business growth as delivering superior CX has become a key competitive differentiator in today’s experience economy. With increasing digitization, concerns about data security and privacy are escalating, prompting global businesses to invest more in secure and compliant CX solutions to help maintain consumer trust,” said Krishna Baidya, Senior Director, CX, ICT Practice at Frost & Sullivan. “The partnership between Genesys and Mitel exemplifies how organizations can come together to address these concerns and help joint customers prioritize robust data protection measures and compliance with privacy regulations for overall better CX.”
As global regulations evolve, enterprises must navigate an increasingly complex compliance landscape, including standards like the EU AI Act, GDPR, DORA, and HIPAA. This is particularly crucial for industries such as financial services, healthcare, and the public sector. Genesys and Mitel are well-positioned to help organizations meet these requirements while maintaining seamless operations.
“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, organizations around the world can more seamlessly orchestrate end-to-end experiences for customers and employees,” said Larry Shurtz, chief sales officer at Genesys.
Genesys Cloud™, an industry-leading cloud contact center platform, provides advanced AI and digital solutions that enable businesses to deliver personalized, end-to-end customer interactions. The platform offers voice, digital engagement, journey management, and workforce engagement capabilities within a secure, scalable environment designed to enhance CX, employee productivity, and business ROI. For Mitel UC customers, Genesys solutions integrate seamlessly with existing systems, expanding contact center capabilities at scale.
Mitel’s professional services offer a comprehensive 360-degree assessment to align solutions with business objectives, ensuring smooth integration into workflows. Using a proven transformation methodology, Mitel helps enterprises mitigate deployment risks, optimize platform performance, and execute complex custom integrations. Through its managed services practice, Mitel ensures ongoing compliance, service assurance, and continuous platform optimization—fostering strong partnerships with customers and Genesys.
Mitel will introduce the Genesys Cloud platform as part of its managed services portfolio, with initial availability in the United States, Germany, the United Kingdom, France, Italy, and Latin America. Looking forward, Genesys and Mitel plan to strengthen their collaboration through deeper integrations, enabling businesses to maximize existing communication investments and accelerate digital transformation.
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