AWS inks agreement with Genesys

Cloud experience orchestration vendor Genesys has announced a new Strategic Collaboration Agreement (SCA) with Amazon Web Services.

The agreement builds on a longstanding partnership between the two organisations, a move the two say represents a double-down on commitment to helping customers deliver on the expectations of discerning digital-first consumers.

Organisations can no longer afford slow innovation cycles and disconnected systems that are frequently found at the root of fractured customer relationships. The companies say expansion of their joint development and go-to-market relationship will allow organisations to accelerate digital transformation and cloud CX strategies.

Using the Genesys Cloud CX platform, a cloud native solution built on AWS, more than 4000 customers are already orchestrating personalised experiences and improving operational efficiency by leveraging the combined power of two global technology companies. The platform services more than 800,000 users across 13 AWS regions.

Smarter experiences driven by AI

As part of the agreement, the companies are also working to market and sell Genesys Cloud CX with AWS Contact Centre Intelligence (CCI) solutions to streamline access for customers. Today, AWS CCI and Genesys Cloud CX customers can easily use Amazon Transcribe, Amazon Lex, Amazon Polly, Amazon Kendra and other AI-powered services in the AWS CCI portfolio to improve customer service and agent productivity.

The multifaceted partnership of Genesys and AWS also extends to the availability of Genesys Cloud CX in the AWS Marketplace, a digital catalogue with thousands of software listings from independent software vendors that make it easy to find, test, buy and deploy software.

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