Genesys, a global leader in AI-powered customer experience (CX) orchestration, has entered into a strategic partnership with business communications provider Mitel to enhance CX innovation for large enterprises. The collaboration aims to streamline customer engagement and improve business outcomes by integrating Genesys’ advanced AI capabilities with Mitel’s expertise in system integration and managed services.
In today’s highly competitive landscape, businesses are under increasing pressure to deliver seamless, personalized customer interactions across multiple touchpoints. With AI-driven solutions becoming a key differentiator, organizations are looking to transform their CX strategies while ensuring compliance with evolving regulatory standards. The partnership between Genesys and Mitel is designed to address these challenges, offering enterprises a comprehensive approach to CX transformation.
Sebastian Tietz, Head of Business Development at Mitel, emphasized the significance of this alliance, stating that Mitel’s expanded offerings will now cater to large enterprises seeking cloud-first CX strategies. “With Genesys Cloud, we can now support large enterprise customers with a platform embedded with native AI, providing extensive global reach and scalability,” Tietz said.
Industry experts highlight the growing focus on data security and regulatory compliance, particularly in sectors such as financial services, healthcare, and the public sector. Krishna Baidya, Senior Director, CX, ICT Practice at Frost & Sullivan, noted that organizations must prioritize robust data protection to maintain consumer trust. “The partnership between Genesys and Mitel is a strong example of how businesses can work together to help enterprises navigate security concerns while delivering superior CX,” he said.
The collaboration positions Mitel as a Global System Integrator for Genesys, enabling enterprises to leverage the Genesys Cloud™ platform, which integrates voice, digital engagement, journey management, and workforce engagement management into a single, scalable solution. By combining Genesys’ AI-driven capabilities with Mitel’s expertise in deployment and integration, enterprises can accelerate their digital transformation efforts while optimizing CX delivery.
Larry Shurtz, Chief Sales Officer at Genesys, highlighted the impact of the partnership on businesses looking to modernize their CX strategies. “Organizations worldwide can now more seamlessly orchestrate end-to-end experiences for customers and employees, backed by Mitel’s integration capabilities and professional services,” he said.
Mitel will initially market the Genesys Cloud platform to large enterprises in the United States, Germany, the United Kingdom, France, Italy, and Latin America, with plans for further expansion. The companies also plan to strengthen their integration efforts, allowing enterprises to enhance their existing business communications infrastructure while embracing AI-powered CX solutions.
With this partnership, Genesys and Mitel aim to help enterprises simplify CX transformation, improve customer engagement, and ensure long-term success in an increasingly digital and regulatory-driven environment.
