Infosys, Genesys sign five-year pact to expand contact centre offerings

Bengaluru based information technology services (IT) major Infosys on Wednesday announced that it has entered into a five-year partnership with cloud-enabled contact centre solutions provider Genesys. 

The deal will enable both firms to enhance and expand their customer experience and contact centre offerings, according to a statement. 

Infosys will bring Genesys contact centre solutions to market. The IT giant will also leverage and support research and development, operations and customer service for Genesys PureConnect,  an omnichannel contact centre, and communications solution. Daly City, California headquartered Genesys will retain and manage sales, marketing and a host of additional functions for this solution.

“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,” Salil Parekh, CEO, Infosys said.

The companies said they will deliver mission-critical support to allow organisations across the world to provide customer service experiences. Infosys and Genesys have also committed to jointly develop advanced solutions that increase contact centre functionality by leveraging artificial intelligence and hybrid technologies

Last month, Genesys joined hands with fabric and apparel company Arvind’s telecom arm to launch Omnipremise, a unified contact-centre-as-a-service (U-CCaaS) solution.