Zoom and Genesys have formed a strategic partnership to deliver a better Customer Experience (CX) through the integration between Zoom Phone and Genesys Cloud CX.
With this partnership, the video conferencing giant and the global cloud provider of customer experience will enable companies with an easy-to-configure and feature-rich contact center and unified communications solution. As a result, this will help workplace teams collaborate better to address customer needs.
The partnership includes a go-to-market relationship where Genesys will enable its global direct and indirect channels to deliver Zoom Phone and Genesys Cloud CX solutions.
InflowCX, a consulting and professional services provider for contact center, customer experience, and unified communications solutions, is seeing more organizations that can benefit from Zoom and Genesys partnership.
Mike Dolloff, InflowCX's chief revenue officer, said, "Today, businesses don't want to deal with clunky and frustrating workflows just to move customer interactions between technology stacks. By working together, Zoom and Genesys are solving a huge hurdle for many of our clients, bridging communications across entire organizations and improving employee and customer experience.
The partnership will also boost the introduction of Zoom Phone into Genesys Cloud CX's robust customer base that will bring companies a cloud phone solution that will improve employee collaboration and have a more meaningful customer experience.
Also Read: Zoom Wants to Make the Digital World Safer, Joins Meta and Others to Fight Global Online Terrorism
Land And Expand
Recently, Zoom announced its quarterly results for Q1 of the fiscal year 2023, and it showed that the company's land and expand strategy is working. Zoom's revenue rose 12.3 percent year over year to $1.07 billion.
A land-and-expand strategy is where sales representatives land a small deal with a company, then continue to build the relationship and sell more services and products to the company.
Moreover, since the launch of Zoom Phone, the company has been focused on cross-selling the product. The company has passed the three million seat milestone for the product.
The recent acquisition of Solvvy also allowed Zoom to offer better services with self-service and conversational Artificial Intelligence (AI). Zoom takes advantage of Solvvy's customer intent and workflow automation capabilities, and customer experience analytics.
The acquisition was announced four months after the release of the Zoom Contact Center, which is the company's video-first omnichannel customer service tool with over 100 agents, admin, and supervisor features. Shortly after that, Zoom revealed an AI-based conversational intelligence tool, Zoom IQ.
Indeed, Zoom has been great when it comes to its ability to grow its relationship with customers. The more products they have, the more opportunities they create for themselves, which is why there's no wonder the company continues to grow despite recent hurdles. Zoom has established itself as a dominant player in the cloud communications industry, and it looks like it's not going to change anytime soon.
Related Article: Zoom Whiteboard, New Features Come from Latest Update from Zoom-What Are These?
This article is owned by TechTimes
Written by April Fowell
