Genesys®, a global leader in AI-powered experience orchestration, has announced a strategic partnership with TeKnowledge, a company specializing in technology services for AI, customer experience (CX), and cybersecurity. The collaboration is designed to help organizations adopt secure, scalable, and flexible AI-driven CX solutions, enabling them to achieve long-term business success. By leveraging the advanced capabilities of the Genesys Cloud™ platform and combining them with TeKnowledge’s expertise in advisory services, digital skilling, adoption strategies, and managed services, the partnership aims to accelerate cloud transformation for enterprises worldwide.
This partnership is built on a shared commitment to innovation and customer-centricity. Aileen Allkins, President and CEO of TeKnowledge, emphasized that Genesys stands out due to its strong focus on driving innovation, its clear vision for the future of AI, and its dedication to improving customer experiences. She highlighted how these factors make Genesys an ideal partner for enterprises looking to modernize CX with confidence. According to her, Genesys has developed a partner model that not only creates value for customers but also provides the necessary tools, support, and flexibility to accelerate AI adoption, enhance security, and equip teams with the skills required to navigate an AI-driven future.
Larry Shurtz, Chief Sales Officer of Genesys, reinforced the significance of the collaboration, pointing out that TeKnowledge’s deep expertise in AI, cybersecurity, and managed services will enhance the value Genesys offers to its customers. He noted that TeKnowledge has a strong track record in helping organizations transition from traditional on-premises systems to cloud-based AI solutions. By working together, the two companies can simplify the adoption process and ensure ongoing improvements in AI-driven CX.
Ayman Majzoub, VP of Sales for TeKnowledge in Growth Markets, highlighted how this partnership uniquely positions both companies to deliver comprehensive solutions. He explained that by integrating the advanced AI capabilities of the Genesys Cloud™ platform with TeKnowledge’s expertise in full-spectrum services, cybersecurity, digital skilling, and managed services, the companies can ensure that their joint customers fully maximize their investment in Genesys solutions.
AI-driven customer experience transformations often encounter significant obstacles, particularly in the areas of security and adoption. Security is frequently treated as an afterthought, exposing organizations to compliance risks and operational vulnerabilities. Likewise, many enterprises struggle with workforce adoption, which prevents AI-powered CX solutions from reaching their full potential.
TeKnowledge addresses these challenges by bridging the gap between AI technology and the people who use it. Majzoub explained that adoption and skilling are core aspects of their approach. Rather than simply implementing AI solutions, TeKnowledge ensures that organizations are equipped to leverage AI effectively through structured training and integration strategies. This enables enterprises to see tangible benefits from their AI investments and facilitates long-term success.
Security is another crucial aspect of this transformation. Traditional security models were not designed for AI-driven environments, which means organizations must rethink their approach. TeKnowledge ensures that AI-powered CX solutions are backed by AI-driven cybersecurity measures, including behavioral analytics for real-time threat detection and neutralization. By transitioning from a reactive to a proactive security model, the company helps businesses safeguard their AI-driven operations at scale.
The timing of this partnership aligns with the digital transformation agendas of governments and enterprises across the GCC and MEA regions. Countries such as Saudi Arabia, the UAE, and Qatar are prioritizing AI-driven public services, economic diversification, and CX modernization as part of their national strategies. Organizations operating in these markets can benefit from TeKnowledge’s global presence, with over 19 hubs and a workforce of more than 6,000 experts. This extensive network enables a standardized and scalable approach to AI-powered CX transformation. Through its professional and managed services, TeKnowledge helps bridge the gap between strategic vision and practical execution, ensuring that CX innovation aligns with enterprise-wide change management, security, and adoption efforts.
Industry analysts have recognized the importance of partnerships like this in accelerating AI-driven CX transformation. Bernie Arnason, Industry Director at Frost & Sullivan, emphasized that enterprises embarking on this journey need the expertise of experienced partners to reach the full transformational potential of AI-powered customer experience solutions. By combining the industry-leading cloud and AI capabilities of Genesys with TeKnowledge’s extensive experience in advisory, professional, and managed services, businesses can confidently navigate the complexities of AI adoption and drive sustainable, long-term success.
Through this collaboration, Genesys and TeKnowledge are not only helping organizations embrace AI but also ensuring that they have the security, scalability, and strategic guidance necessary to thrive in an evolving digital landscape.