Vodafone Idea Limited (VIL), a leading Indian telecom operator has just announced that its B2B arm, Vi Business and Genesys are working together to bring next-gen cloud contact centre as a service for enterprises across India. This will transform the contact centre operations of businesses and strengthen customer engagement and services. This is Vodafone Idea's entry to the Contact Centre as a Service (CCaaS) sector. The telco will introduce next-gen cloud and telecom solutions while offering a unified omnichannel customer experience (CX).
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The service would enable Indian enterprises to meet the evolving needs of customers and scale operations without worrying about investing substantial capital investments required for traditional contact centre startups.
"We are thrilled to embark on this groundbreaking collaboration with Genesys. This partnership marks a significant step forward for Vi Business in delivering innovative solutions that will transform the way businesses operate, enabling them to harness AI and Cloud technology more intelligently and efficiently. Together, we are committed to driving the future of digital transformation, ensuring enterprises stay ahead in a rapidly evolving technological landscape", Arvind Nevatia, Chief Enterprise Business Officer, Vodafone Idea, said.
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Genesys is a global cloud leader in AI-powered experience orchestration. Both Vi and Genesys will bring together their expertise and help enterprises/businesses in the Indian landscape take advantage of the opportunities that digital world presents. Vi has built a robus network infratstructure in India and understands the beat of the Indian market while Genesys brings the exerptise in delivering AI-powered experiences. The partnership will facilitate Vi Business to provide cloud-based CCaaS solutions that will help businesses manage their customer interactions, with advanced, flexible, and scalable solutions, ensuring superior customer service.
"As a global cloud leader of customer and employee experience solutions, Genesys offers a distinct value proposition as the first global CCaaS platform with in-country cloud deployment, providing data residency for Indian businesses that demand reliability and scale. This engagement allows Vi Business to provide seamless interactions across multiple channels for their customers, offering the flexibility required to meet evolving demands. By combining Vi Business's strong network with AI-powered technology from Genesys, our shared goal is to provide a smarter and agile solution that facilitates faster go-live, empowering businesses to improve customer interactions, and scale efficiently using consumption-based models," said Gwilym Funnell, Senior Vice President, Asia-Pacific, Genesys.
