{"id":557994,"date":"2025-02-20T02:09:50","date_gmt":"2025-02-20T10:09:50","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=557994"},"modified":"2025-02-28T14:01:06","modified_gmt":"2025-02-28T22:01:06","slug":"genesys-and-mitel-join-forces-to-transform-customer-experience","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-and-mitel-join-forces-to-transform-customer-experience","title":{"rendered":"Genesys and Mitel Join Forces to Transform Customer Experience"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text css=”” el_class=”pre_h1″]20 February 2025[\/vc_column_text][vc_column_text css=””]<\/p>\n

Genesys and Mitel Join Forces to Transform Customer Experience<\/h1>\n

AI-Powered Experience Orchestration leader and leading business communications provider collaborate to help large enterprises accelerate customer experience innovation<\/em><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text css=””]SAN FRANCISCO and SUNNYVALE, Calif., 20 February 2025 \u2014 <\/em>Genesys\u00ae<\/sup><\/a>, a global cloud leader in AI-Powered Experience Orchestration, and Mitel, a global leader in business communications, are teaming up to simplify customer experience (CX) innovation for large enterprises worldwide. The companies are announcing a new global strategic relationship to help organisations drive business outcomes at scale through loyalty-building customer and employee experiences.<\/p>\n

In today\u2019s experience economy, customers expect seamless engagement across every touchpoint. To meet these expectations and compete in the ever-changing business landscape, many organisations are looking to transform their customer and employee experience using AI.<\/p>\n

The new go-to-market relationship is designed to offer large enterprises the benefits of the advanced AI-Powered Experience Orchestration capabilities of Genesys and Mitel\u2019s deep system integration and services expertise to reduce complexity and transform customer engagement.<\/p>\n

\u201cOur partnership with Genesys expands Mitel\u2019s ability to serve large and very large enterprises, offering a full range of CX solutions tailored to their preferred deployment models, including CCaaS,\u201d said Sebastian Tietz, head of business development at Mitel. \u201cWith 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 organisations worldwide. The advanced platform and customer-centric approach from Genesys combined with Mitel\u2019s broad portfolio and transformative professional services helps accelerate value for customers of all geographies and sectors, including highly regulated industries.\u201d<\/p>\n

\u201cStriving for excellent CX is a strategic element of every organization\u2019s business growth as delivering superior CX has become a key competitive differentiator in today\u2019s experience economy. With increasing digitisation, 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,\u201d said Krishna Baidya, Senior Director, CX, ICT Practice at Frost & Sullivan. \u201cThe partnership between Genesys and Mitel exemplifies how organisations can come together to address these concerns and help joint customers prioritise robust data protection measures and compliance with privacy regulations for overall better CX.\u201d<\/p>\n

In the current regulatory environment, enterprises must comply with a growing list of geographic and industry standards, such as the EU AI ACT, GDPR, and DORA. This is especially important for verticals with stringent regulations like financial services, healthcare and the public sector. Genesys and Mitel are positioned to help large enterprises, institutions and governments meet these demands.<\/p>\n

\u201cThrough 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, organisations around the world can more seamlessly orchestrate end-to-end experiences for customers and employees,\u201d said Larry Shurtz, chief sales officer at Genesys.<\/p>\n

With the industry-leading cloud contact center capabilities of the Genesys Cloud\u2122 platform, Genesys delivers advanced AI and digital solutions that enable organisations to orchestrate personalised, end-to-end customer experiences. Genesys Cloud provides organisations with voice, digital engagement, journey management and workforce engagement management capabilities all within a single, secure and scalable platform built to help global enterprises improve customer experiences, employee efficiency and business ROI. For existing Mitel UC customers, the Genesys solutions effectively integrate with a customer\u2019s current platform investments, extending contact center capabilities at scale.<\/p>\n

Mitel\u2019s expert services provide a comprehensive, objective 360-degree assessment to identify key requirements based on target customer business outcomes and develop tailored solution strategies embedded into customer workflows. Leveraging a proven transformation methodology, Mitel helps large enterprises minimise deployment risks while executing complex custom integrations to maximise platform performance. Through its managed services practice, Mitel ensures ongoing compliance, service assurance and continuous optimisation, fostering strong partnerships with customers and Genesys to maintain high satisfaction levels.<\/p>\n

Mitel will market the Genesys Cloud platform to direct large enterprises as part of its managed services offering, with initial availability in the United States, Austria, France, Germany, Italy, the United Kingdom, and Latin America. Looking ahead, Genesys and Mitel plan to expand on their go-to-market relationship through closer integrations that allow organisations to leverage their existing business communications investment and accelerate their digital transformation.<\/p>\n

About Genesys<\/strong><\/p>\n

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com<\/a>.<\/p>\n

\u00a9 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry 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.<\/p>\n

About Mitel<\/strong><\/p>\n

Mitel is a global leader in business communications, providing businesses with advanced communication, collaboration, and contact center solutions. With more than 70 million users across over 100 countries, Mitel empowers organizations to connect, communicate, and collaborate seamlessly, with the flexibility and choice they need to thrive, both now and for the future. Through proven experience and innovative solutions, Mitel delivers communications without compromise. For more information, go to\u00a0www.mitel.com<\/a>\u00a0and follow us on\u00a0LinkedIn<\/a>\u00a0and X\u00a0@Mitel<\/a>.<\/p>\n

Mitel is the registered trademark of Mitel Networks Corporation. All other trademarks are the property of their respective owners.<\/p>\n

Media Contacts<\/strong><\/p>\n

Brands2Life<\/p>\n

Brands2Life@genesys.com<\/a><\/p>\n

Mitel Public Relations
\npr@mitel.com<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

Genesys and Mitel are teaming up to simplify customer experience innovation for large enterprises worldwide. The companies are announcing a new global strategic relationship to help organisations drive business outcomes at scale through loyalty-building customer and employee experiences.<\/p>\n","protected":false},"author":979,"featured_media":0,"template":"","class_list":["post-557994","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"02\/20\/2025","utm_pass":false,"asset_expiration":"","meta_description":"Genesys and Mitel collaborate to help large enterprises accelerate CX innovation","disable_chat":false,"no_index":false,"no_follow":false,"meta_title":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","enable_external_utm":false},"news_date":"2025-02-20","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/557994","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/979"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/557994\/revisions"}],"predecessor-version":[{"id":559592,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/557994\/revisions\/559592"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=557994"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}