Infosys Partners with Genesys to Enhance and Expand Their Customer Experience

Infosys announced the launch of a partnership with Genesys, a global leader in cloud customer experience and contact center solutions.  The alliance will position both organizations to enhance and expand their customer experience and contact center offerings.  Together, the companies will deliver market-disrupting innovation and mission-critical support to enable organizations around the world to provide differentiated customer service experiences.

As a part of the partnership, Infosys will bring to market Genesys contact center solutions.  Clients of both organizations stand to benefit from the enhanced capability that will come from a combined investment in innovation, a broader ecosystem of strategic partners and a shared commitment to delivering world-class customer experiences.  In addition, Infosys will leverage and support R&D, operations and customer service for Genesys PureConnect.  Genesys will retain and manage sales, marketing and a host of additional functions for this solution.

The announcement comes at a time of significant demand, as companies quickly adapt to changes within their workforce and the rise of customer service inquiries following the onset of the COVID-19 pandemic.  The partnership includes a commitment from both Infosys and Genesys to jointly develop advanced solutions that increase contact center functionality by leveraging AI and hybrid technologies, resulting in improved customer and employee experiences.