Genesys, Mitel team up for hybrid contact centers
CALIFORNIA, UNITED STATES — Genesys and Mitel have entered into a strategic partnership to help large businesses re-engineer their contact centers into hybrid models.
The agreement combines Genesys’ cloud contact center technology with Mitel’s system integration capabilities to simplify customer engagement across multiple markets.
Expanding global reach
The alliance will initially target six primary markets: the United States, United Kingdom, Germany, France, Italy, and Latin America. This alliance allows Mitel to market the Genesys Cloud platform directly to large enterprises as part of its managed services offering.
“Our partnership with Genesys expands Mitel’s ability to serve large and very large enterprises, offering a full range of CX solutions tailored to their preferred deployment models, including CCaaS,” said Sebastian Tietz, head of business development at Mitel.
“With 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.
Meeting regulatory challenges
The partnership addresses growing concerns around regulatory compliance in customer experience solutions.
Through their convergence of technologies, Genesys and Mitel seek to enable organizations to successfully navigate such intricate regulatory standards as the European Union Artificial Intelligence (EU AI) Act, General Data Protection Regulation (GDPR), Digital Operational Resilience Act (DORA), and Health Insurance Portability and Accountability Act (HIPAA), and this union is especially valuable to companies in extremely regulated sectors such as healthcare and government.
“Through 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,” said Larry Shurtz, chief sales officer at Genesys.
“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.”
The partnership supports hybrid deployment models, allowing customers to maintain critical workloads on-premise while leveraging cloud capabilities to accelerate innovation.
Genesys Cloud offers companies voice, digital engagement, journey management and workforce optimization features in one secure platform to enhance customer experiences and employee productivity. Genesys ranked #27 in OA500 2024, an objective index of the world’s 500 top outsourcing companies. The 2025 edition of OA500 will be released soon.
For current Mitel customers, Genesys solutions are integrated into their existing communications infrastructure, enhancing contact center functionality with minimal disruption.
Looking forward, the two companies intend to deepen their partnership through tighter integrations that will enable organizations to build on current business communications investments while driving digital transformation.
