Genesys Adds New Native Journey Management Capabilities to Its CCaaS Platform

The new features promise "unmatched” visibility into the customer journey.

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Published: May 14, 2024

Rhys Fisher

Genesys has announced the availability of new native journey management capabilities for its Genesys Cloud CX platform.

Announced at the company’s Xperience 2024 event, Genesys has promised that the new features will deliver deeper insights and “unmatched” visibility into customer behaviors.

The enhanced CCaaS platform will work in tandem with Genesys Cloud AI to equip users with the tools to provide a more personalized experience and the ability to optimize all customer interactions.

In practice, these new capabilities will allow organizations to construct, monitor, and visualize customer interactions throughout their shopping, purchasing, and service experiences. Leaders will then be able to use the insights gathered from this process to inform Genesys Cloud AI – resulting in automation improvements, predictive capabilities, and the obtaining of conversational intelligence.

Olivier Jouve, Chief Product Officer at Genesys, explained how the new capabilities will deepen and enhance an organization’s understanding of their customers’ journeys:

Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud.

“With this release, every organization can now harness deeper insights about their customers’ journeys, giving them new levels of visibility and control to continually deliver the personalized, end-to-end experiences that drive business growth.”

But what other features will the revamped Genesys Cloud platform possess?

Genesys Cloud Journey Management Unpacked

The two key tenets of Genesys’ enhanced CCaaS offering are Journey Flows and Journey Analyzer, which allow organizations to gain insights from their customer data without additional setup.

This integration offers instant access to comprehensive customer journey visualizations and analytics, helping businesses understand customer behavior across all interactions – including the ability to identify channel switches, recurring actions, and successful goal completions.

Genesys also outlined the following benefits that Journey Flows and Journey Analyzer bring to Genesys Cloud:

  • Consolidate the processing of customer and employee data into a unified view.
  • Improve analytics by utilizing the same dataset employed for routing, scheduling, forecasting, and machine learning.
  • Link events, such as identifying customers who call back following a digital interaction or those who opt out of bot interactions.

The other significant aspect of the solution’s new capabilities is how they interact with Genesys Cloud AI, which provides vital data for visualizing and analyzing customer behavior in journey management.

The insights obtained from the journey management features can then be leveraged by the platform’s AI to continuously improve its training, knowledge, and data across various dimensions.

On hearing the news of Genesys’ latest innovation, Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, gave her views on “holy grail” customer journey management software:

Journey management capabilities have long been a holy grail for companies seeking to understand how best to service their customers and prospects. To date, these capabilities have required complex and expensive add-ons, which only the largest companies deployed.

“With journey management now natively available in Genesys Cloud, more businesses will be well-positioned for a future where AI-driven service experiences will dominate, requiring them to continually optimize their knowledge, data, and training to fuel positive, loyalty-building engagement with their customers.”

Exciting Times for Genesys Cloud

Announced last September, the Genesys Cloud CX platform has exceeded one million users, achieving nearly $1.2 billion in annual recurring revenue (ARR) by the end of Q2 2023.

The platform’s growth is largely driven by an increase in its enterprise installation base, with the top 50 customers now averaging over 8,900 users, marking a year-over-year increase of more than 30 percent.

Additionally, significant revenue growth has been observed across various sectors, including 145 percent in retail, 120 percent in healthcare, and 65 percent in financial services.

Notable wins in Q2 include deals with a global automaker, a Fortune 20 healthcare organization, and a Fortune 100 computer hardware business.

Migrations from legacy systems have likely contributed to this growth, following Genesys’s shift away from on-premises innovation last year.

To find out more about the recent success of Genesys’ CCaaS platform, check out the full story here.


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