Genesys: engage customers the right way with the world’s #1 CX platform

Top-notch customer experience is built on anticipation and response. Our expertise in delivering custom contact center solutions, combined with our global reach and flexible delivery models, makes us the right partners to stand out from the competition. We’ll help you engage customers across channels, boost operational performance and unlock the power of AI to make interactions personal, proactive and context-aware.

A global partnership to support your customer experience transformation

For over 20 years, Orange and Genesys have joined forces to help companies all over the world embrace customer experience challenges and face them head-on. During that time, our global partnership has come a long way. Starting out with offering on-premise CTI and routing IVR, we are currently at the forefront of cloud contact center and AI solutions. We now have a Gold-level partnership built on two decades worth of joint engagement strategy.

This alliance is the exclusive combination of the Orange Business Services unrivaled global network, an end-to-end service approach and the high-level support of Genesys’ leading position as a pure player in customer service solutions. Orange Business Services has one of the largest pools of contact center, data, cloud and security experts, as well as a sales force located all over the world. Genesys has the strongest R&D strategy and solutions that are years ahead of the competition.

Customer experience or how to interact in a personalized relationship

Together, we provide companies with support, expertise and experience and accompany them as their businesses grow and change. Our engineers are on-hand to ensure that your solution is properly implemented, tailored to your business and is well maintained – whether you’re seeking an on-premise solution, one in the cloud, or a hybrid of the two, looking to bundle your contact center with voice and data connectivity or unify your communications.

From defining your strategy to customizing your applications and managing your ecosystem, our extensive knowledge of the Genesys portfolio makes us the perfect partner to deploy their solutions across multiple countries and regions and integrate them into your existing ecosystem, all while mitigating risks.

With Orange Business Services, you’re in safe hands. Our Major Service Centers, three of them delivering L2 & L3 support, ensure that you have around-the-clock access to our industry-leading expertise. Not to mention our Service Level Agreements of up to 99.99%.

From this large-scale cooperation, we have built a repertoire of more than 100 satisfied customers across all industries, showcasing the true scale of our successful partnership network.

Build a world-class, future-proof customer experience platform

Orange and Genesys provide the solutions you need to adapt to change, achieve positive business outcomes and transform your customer engagement. We drive change by implementing customer experience solutions and performance tools to engage with customers, empower teams and enrich services:

  • Contact Center – as a service, hybrid or on-premises – to deliver prompt response and issue resolution
  • Workforce Engagement to boost agent satisfaction and performance
  • Artificial Intelligence and Customer Data Analytics to personalize and enrich interactions
  • Interactive Voice Response to provide intuitive self services

Customer stories

A global cruise line catches the wave of superior customer service

A global cruise line wanted to enter the competitive U.S. market for cruise shipping by offering both end customers and travel agencies the ability to book trips online. They did this by replacing the existing on-premises Genesys-based contact center and their fragmented support model with Unified Engagement Suite based on Genesys Cloud, deployed and managed by Orange Business Services. Read the story

Customer experience with just the right fit

A leading brand in the premium segment of the global apparel market leveraged Orange and Genesys to deliver top-notch customer services that suits their image and product quality across Europe, the Middle East and Africa. Read the story

Visit Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, they connect every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations can provide true personalization at scale, interact with empathy and foster customer trust and loyalty.