Genesys bolsters partnership with Google Cloud to offer enhanced buyer experiences

Genesys bolsters partnership with Google Cloud to provide enhanced customer experiences

Contact heart know-how firm Genesys has expanded its partnership with Google Cloud to allow organizations to offer higher buyer experiences.

Below the engagement, Genesys mentioned that the personal version of its multicloud buyer expertise platform (Genesys Multicloud CX) will quickly be obtainable to deploy on the Google Cloud. The transfer will give firms a multicloud path to embrace the following step of their buyer expertise evolution and meet altering buyer expectations.

Genesys may also deepen its integration with Google Cloud’s Contact Heart AI (CCAI), BigQuery, and Kubernetes Engine (GKE), permitting organizations to make use of real-time streaming occasions and historic knowledge from throughout their companies on their most well-liked infrastructure for governance, controls, and customization throughout a number of personal and public cloud environments.

“Shoppers have the authority to immediately change the trajectory of a corporation’s future and an {industry}’s relevancy,” Tony Bates, CEO, and chairman of Genesys, mentioned. “To thrive on this new customer-led panorama, firms should ship the customized experiences individuals need. Google is a pioneer in deep client data, and partnering with such an innovator will likely be a real game-changer for patrons and staff all over the world.”

AI purposes for improved buyer experiences

Together with the integrations, Genesys and Google Cloud have additionally introduced the plan to collaborate on AI/ML and knowledge analytics-driven purposes that might ship stronger, extra intuitive, and extra responsive buyer experiences.

The options will deal with areas similar to industry-specific buyer journeys, automated buyer care, predictive buyer satisfaction, AI-driven multifactor authentication, and distinctive conversational channels leveraging Google Search, Maps, and different providers.

The expanded Genesys and Google Cloud partnership comes on the heels of accelerating demand for AI in CX. In an IBM survey of practically 1200 executives, 74% mentioned that they felt AI will change how they strategy CX and the way clients view their model. Furthermore, 50% mentioned they’ve taken concrete motion to include AI into CX and 36% mentioned they’re within the means of contemplating or evaluating implementing AI. Solely 13% reported that they weren’t contemplating AI for CX.


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