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Microsoft unveils new Azure Service, Genesys Engage

In recent cloud-related moves, Microsoft launched a new Applied Cloud Stories initiative, and opened a new datacenter region in Israel. The tech giant also announced yesterday that Azure Databricks had become the latest Azure service to become HITRUST CSF compliant.

Today, Microsoft has unveiled a new service for Azure in collaboration with Genesys. Arriving in late 2020, Genesys Engage will aim to offer contact centers a cooperative customer experience solution. Notably, enterprises are said to be able to maximize their investments through an agile architecture that allows for the utilization of simplified management and customer-centric experiences.

Kate Johnson, President of Microsoft U.S. commented in the following way on the firm's partnership expansion with Genesys:

"Large contact centers receive an exceptionally high volume of inquiries across a growing list of channels and platforms. One of the biggest challenges is connecting the details of every interaction across all channels to ensure each customer has a seamless experience. By leveraging Microsoft’s Azure cloud and AI technologies, Genesys is helping enterprises create a seamless customer journey with Microsoft's trusted, secure and scalable platform."

Microsoft has more in store in regards to further integration of its services with Genesys as well. These would include Teams, Dynamics 365, and the Azure Cognitive Service. More information on this will be released further down the road. Both companies are also working to make adoption of Genesys Engage a streamlined process through collaborative co-selling and marketing strategies.

You can learn more about this partnership on Microsoft's Transform blog, or by registering for the "Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud" webinar that is to be held on March 4.

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