Thread by @DaveMichels

.@Genesys and @Qualtrics team up for a better experience. More accurately they are pairing G’s #CCaaS engagement data with Q’s experience data. Combines actual interaction info with voice of the customer and satisfaction scores. prnewswire.com/news-releases/… #TalkingPointzThread

The two companies have a similar vision, both have a complementary focus on customer service and experience. Genesys calls it Experience as a Service. Qualtrics calls it Experience Management. 2/9

The idea is to better understand (or map) all of the signals and data from interactions. Elements of #CCaaS #VOC and #CRM 3/9

The partnership is currently limited to @Genesys Cloud #CCaaS. @Qualtrics voice survey will be available in the Genesys store or App Foundry. 4/9

This is not the first convergence of #CCaaS and #VOC and/or #CustomerJourney but these are major players. Similar logic to @CiscoCollab acquiring CloudCherry in 2019 (now #WebexXM). Also @Five9 and @Medallia partnered last year. @Avaya addresses natively with its CCaaS 5/9

I would think there is stronger synergy with Genesys Engage as it and Qualtrics both serve very large enterprises. But #GenesysCloud is a good place to start. 6/9

Actually, Q CEO @Zserafin and G CEO @Tony_Bates71 worked together before. Zig was at Microsoft for 17 years including the time Tony came to MS when it acquired Skype. Many of us know Zig from when he was heading up #Skype4B. 7/9

Qualtrics recruited Zig as its new COO in 2016. He was named CEO last July giving cofounder Ryan Smith time to enjoy Utah Jazz. After Zig’s departure from MS, #MicrosoftTeams emerged as a #Skype4B killer 8/9

Curiously back in 2015, the drama was #Skype4B vs. @CiscoCollab. @Zserafin and @rowantrollope took jabs at each other in their EC keynotes. Now the jabs can continue regarding customer experience #CCaaS #VOC #GameOn (But MS may have last laugh) 9/9