Vodafone Idea has confirmed its entry into the CCaaS market.
The prominent Indian telecom operator will expand its existing partnership with Genesys to provide enhanced contact center solutions.
The collaboration will involve the company’s enterprise arm, Vi Business, and will see the vendor offer enhanced cloud and telecom capabilities to customers across India.
Vi's move into the CCaaS space will also involve providing businesses with a unified omnichannel customer experience. The tech firm promises to deliver all the latest contact center advancements and benefits without the "substantial" investments usually required by traditional CCaaS operators.
In discussing the news, Arvind Nevatia, Chief Enterprise Business Officer at Vodafone Idea, commented on the transformative nature of the collaboration:
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.
Vi viewed Genesys’ experience in delivering AI-powered orchestration as key to helping the company capitalize on its significant network infrastructure to allow Indian companies to "thrive in the digital world."
Genesys' "agility" was also highlighted as being crucial to enabling Vi to quickly and securely implement cloud-based CX solutions to Indian enterprises.
Gwilym Funnell, Senior Vice President for Asia-Pacific at Genesys, outlined how the latest iteration of the two companies’ partnership was a testament to their "shared goals", commenting:
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.
That point around consumption-based pricing catches the eye as the CCaaS market veers away from seat-based models as AI promises to take away transactional calls.
In this sense, the partners again highlight that they're thinking ahead of the curve.