Vi Business, the enterprise arm of Vodafone Idea, is pleased to announce its strategic tie-up with Genesys, the global leader in AI-driven experience orchestration. This partnership will enable Indian businesses to adopt advanced cloud contact center solutions to further enhance customer engagement and service capabilities.

Vi Business is now entering the Contact Centre as a Service (CCaaS) market, with innovative cloud and telecom solutions designed to deliver a unified omnichannel CX. It enables organizations in India to adapt to changes in customer needs and avail advanced technologies without capital-intensive investments associated with traditional contact center setups.

At a time when customer expectations are changing in a digital world, this partnership becomes important for Indian enterprises that have been trying to upgrade themselves. It will be possible for brands to create that personal seamless interaction which is required, as the need to be addressed by such technology that caters to diverse requirements is what has been taking place. Tapping into leading cloud solutions is helping Vi Business help its enterprise clients stay ahead of the curve.

Arvind Nevatia, Chief Enterprise Business Officer at Vodafone Idea "We are excited to join forces with Genesys. This partnership marks a landmark for Vi Business because we want to bring transformative solutions wherein businesses can effectively leverage the AI and cloud. Together, we are committed to driving digital transformation that will help enterprises thrive in a fast-evolving technological landscape".

The extensive network infrastructure in Vi Business will be combined with the expertise of Genesys in AI-powered experience orchestration in delivering cloud solutions based on CCaaS. These are solutions that will help businesses to manage customer interactions more efficiently, provide advanced, flexible, and scalable options, and benefit customers with upgraded services.

Gwilym Funnell, Senior Vice President for Asia-Pacific at Genesys, said, "At a time when Indian enterprises are seeking trusted partners with experience in customer and employee experience solutions, Genesys has developed the world's first CCaaS platform that supports local, in-country deployment of cloud to ensure data residency. This tie-up will help Vi Business allow frictionless experiences across multi-channels with the required agility for changing demands". We will merge the strong network capabilities of Vi Business with our AI technology for a smarter, more agile solution to assist businesses in enhancing customer interactions and scaling efficiently through consumption-based models.

Such a partnership accelerates the availability of crucial customer experience solutions for Indian enterprises, enabling Vi Business to meet evolving client expectations. The collaboration supports Vi Business's clients by executing omnichannel solutions to help create scalable and personalized CX strategies in a competitive environment.

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