Vodafone Idea (Vi) has entered the contact-centre-as-a-service (CCaaS) market by teaming up with Genesys, a US company that will support the telco's platform for integrated omnichannel customer service.

Vi Business, the business division of Vi, has collaborated with Genesys to offer cloud-based contact center solutions to Indian businesses. This partnership allows businesses to expand their operations without the large capital investment needed for traditional contact centers, according to a statement from the telco on Wednesday.

CCaaS is a platform based on the cloud that enables businesses to oversee customer interactions using one unified solution. It offers functions for controlling, directing, and examining customer interactions on various platforms like SMS, phone calls, IVR, and OTT channels.

“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,” said Arvind Nevatia, Chief Enterprise Business Officer, Vodafone Idea.

“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,” said Gwilym Funnell, Senior Vice President, Asia-Pacific, Genesys.

Genesys Cloud Services, Inc., previously known as Genesys Telecommunications Laboratories, Inc., is a US software firm that offers customer experience (CX) and call center technology to medium and large companies. They offer both cloud-based and hybrid cloud software. The company was established in 1990 and was purchased by Permira Funds and Technology Crossover Ventures (TCV) in February 2012.