Genesys®, a global cloud leader in AI-Powered Experience Orchestration, and TeKnowledge, a global company providing expert technology services for AI, Customer Experience and Cybersecurity, recently announced a strategic go-to-market relationship.
The companies are working together to help organisations drive long-term business success through seamless adoption of secure, scalable and flexible AI-first customer experience (CX) solutions.
Through the collaboration, organisations can accelerate their cloud transformation using the advanced customer and employee experience capabilities of the Genesys Cloud™ platform with embedded AI, continuous innovation and global scale, combined with the expertise of TeKnowledge in advisory and professional services, digital skilling, adoption, and managed services.
“We’re working with Genesys because of its strong focus on innovation, customer-centricity and a clear vision for the future of AI — making them the ideal partner for enterprises looking to modernise CX with confidence through advanced experience orchestration. Genesys has built a partner model that drives greater value for everyone involved, providing the tools, support, and flexibility needed to create real impact—whether it’s accelerating AI adoption, strengthening security, or equipping teams with the right skills for the future”, said Aileen Allkins, President and CEO of TeKnowledge.
“TeKnowledge stands out for its customer-focus and deep experience helping companies reliably navigate the complexities of moving from legacy on-premises systems to a future of innovation in the cloud”, said Larry Shurtz, chief sales officer of Genesys. “Its expertise in AI, cybersecurity, and professional, skilling and managed services helps us enhance the value we provide to Genesys Cloud customers, making adoption smoother and ongoing improvements easier”.
Speaking to Ayman Majzoub, VP Sales for Teknowledge in Growth Markets, he said to Tahawul that Genesys and TeKnowledge partnership is unique: ‘together, we combine the advanced AI capabilities of Genesys Cloud™ with our expertise in end-to-end services, cybersecurity, digital skilling, and managed services—ensuring our joint customers fully adopt and maximise their investment in Genesys solutions.
Addressing AI Adoption and Security Gaps
AI-driven CX transformations often lack two critical components: security and adoption. Security is frequently treated as an afterthought, exposing organizations to compliance risks and operational vulnerabilities. Likewise, AI-powered CX solutions often fall short of their potential due to inadequate workforce adoption strategies.
Majzoub explains: “Adoption and skilling are at the heart of what we do,” Majzoub added. “We bridge the gap between technology and people, ensuring that organisations not only integrate AI but also empower their teams to leverage it effectively. This structured approach is what sets us apart and helps Genesys customers succeed long-term”. He continues: “Every advancement in AI must be matched with an equally strong cybersecurity framework. Traditional security models weren’t designed for AI-driven environments, which means organisations need to rethink their approach—starting with data governance, real-time threat detection, and zero-trust security models”.
TeKnowledge ensures that AI-powered CX solutions are backed by AI-driven cybersecurity, using behavioural analytics to predict, detect, and neutralise threats before they escalate. By transitioning from a reactive to a proactive security model, TeKnowledge helps organisations safeguard AI at scale.
This partnership is particularly timely as governments and enterprises across the GCC and MEA region accelerate their national digital transformation agendas. Countries like Saudi Arabia, the UAE, and Qatar are prioritising AI-driven public services, economic diversification, and customer experience modernisation.
Organisations can leverage TeKnowledge’s 19+ global hubs and 6,000+ experts, ensuring a standardised, scalable approach to AI-powered CX transformation. TeKnowledge’s professional and managed services bridge the gap between vision and execution, aligning CX innovation with enterprise change management, security, and adoption to deliver measurable business impact and long-term success.
“Reaching the full transformational potential of an AI-driven customer experience portfolio is a journey for enterprises that requires leveraging the deep expertise of valued partners”, said Bernie Arnason, industry director, ICT of Frost & Sullivan. “By combining the industry-leading cloud and AI capabilities of Genesys with TeKnowledge’s vast experience in advisory, professional and managed services, organisations can accelerate this transformation with confidence. This collaboration ensures businesses have the strategic guidance, security and scalability needed to drive long-term success in an evolving digital landscape”.
Image Credit: Genesys & TeKnowledge