Vi Business, Genesys partner to launch cloud contact centre services

Telecom operator Vodafone Idea Limited’s (VIL) B2B arm, Vi Business has partnered with cloud services provider Genesys to introduce Cloud Contact Centre as a Service (CCaaS) solutions for enterprises across India. This collaboration marks Vodafone Idea’s entry into the CCaaS sector.

CCaaS is a cloud-based platform that enables businesses to handle all customer interactions through one integrated solution.
 
The new service will enable Indian enterprises to modernise customer interactions and scale their operations without the need for large capital investments typically associated with traditional contact centers. Vi Business, leveraging its robust telecom infrastructure, will deliver a unified omnichannel customer experience (CX), integrating next-gen cloud and telecom technologies.
 
Arvind Nevatia, Chief Enterprise Business Officer at Vodafone Idea, said, "This partnership marks a significant step forward for Vi Business in delivering innovative solutions that will transform the way businesses operate, enabling them to harness artificial intelligence (AI) and Cloud technology more intelligently and efficiently."
 
Genesys will combine its expertise with Vi's deep understanding of the Indian market. The partnership will equip businesses with advanced, scalable solutions to manage customer interactions across multiple channels, ensuring superior service delivery.
 
Gwilym Funnell, Senior Vice President for Asia-Pacific at Genesys, said, "By combining Vi Business' network with AI-powered technology from Genesys, we aim to offer a smarter, agile solution that empowers businesses to improve customer interactions and scale efficiently using consumption-based models."
 
This partnership follows Vi Business's recent collaboration with PayU India, a digital payments giant owned by Prosus, to offer customised digital payment solutions for Micro, Small, and Medium Enterprises (MSMEs). Together, these partnerships highlight Vi Business’s commitment to empowering Indian enterprises with innovative digital solutions, including payment engines, location tracking, cloud storage, and mobile security.
 
As the digital landscape continues to evolve, Vi Business and Genesys are poised to play a critical role in helping businesses adapt, grow, and deliver exceptional customer experiences through cutting-edge cloud and AI technologies.