Genesys Cloud CX Bags FedRAMP Authorisation

FedRAMP authorisation shows government agencies that Genesys can provide a secure and compliant solution

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Published: July 7, 2023

James Stephen

Genesys Cloud CX has received FedRAMP authorisation, which demonstrates to U.S. government agencies that its customer experience solution is secure and compliant.

The platform can provide state and federal agencies with various CX capabilities across all touchpoints, including voice, digital, artificial intelligence, workforce engagement management (WEM), analytics, and unified communications and collaboration (UCC).

Genesys’ State of Customer Experience Report revealed that over two-thirds of CX leaders at government agencies are looking to add a CX platform which can integrate systems within two years.

Olivier Jouve, Chief Product Officer at Genesys, said: “Government agencies are under tremendous pressure to modernize their infrastructure to provide personalized, empathetic experiences, all while facing limited budgets and compliance mandates unique to the public sector.

“Genesys Cloud CX provides the secure and compliant, open platform they need to meet the changing needs and increasing expectations of their customers.”

The “leader in AI-powered experience orchestration”, Genesys, says that U.S. public sector customers will be able to benefit from its platform features, while also safeguarding their assets, resources, and mission.

It points to four key advantages of deploying the Genesys Cloud CX platform, which are improved customer and employee experiences, modernising IT systems, and enhanced security and compliance.

Customer experiences are heightened through real-time interactions and data which offers insights into journey management metrics and citizen needs.

Employee experiences are improved via employee behaviour insights, which help organisations to understand employee needs, maximise their potential, and reduce turnover.

IT systems can be modernised by enabling government employees to access Genesys Cloud CX from anywhere with an internet connection. As a result, federal agencies can continue to provide services anywhere and anytime.

Security and compliance are assured through the latest FedRAMP certification, providing confidentiality, integrity, and availability for agencies and customers.

Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics, LLC, commented: “Government agencies continue to plan for, and execute on, a move to the cloud to better serve and protect citizens.

“Genesys Cloud CX FedRAMP authorization communicates to both governmental and enterprise decision-makers the company’s ongoing commitment to provide a secure and compliant cloud-based platform that enables them to provide mission-critical services and support to constituents around the country and the world.”

FedRAMP (Federal Risk and Authorisation Management Program) is a U.S. government-wide program that promotes secure cloud services for federal agencies by standardising its approach to security and risk assessment.

Federal government agencies can accelerate their adoption of cloud computing, as they can be assured of a FedRAMP authorised cloud service’s security and compliance capabilities.

Genesys already has a number of government agency customers, including the State of Missouri, a state unemployment agency, NAVAIR, and others.

The Genesys Cloud CX solution is available via Carahsoft Technology Corp., an IT Government Solutions Provider.

Earlier this week, CX Today explored Genesys’ involvement in the insurance sector, as it looks to replace many of the engagement tools businesses are currently using.

Last month, Genesys unveiled its experience index, which is a new approach to measuring customer experiences.

According to Genesys, it represents the first “people-centric approach” to experience measurement.



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