Genesys, a global cloud leader in customer experience orchestration, has announced new tools to enable businesses to easily build and orchestrate their own bot experiences, integrate third party messaging applications, and provide employees with technical training. Genesys solutions are now upgraded so their users can scale or deploy new capabilities whenever they want, and meet changing customer and business needs.
According to IDC, 70 percent of all organisations will have accelerated use of digital technologies, and transform existing business processes to drive customer engagement, employee productivity, and business resiliency. Genesys enables companies to orchestrate real-time customer experiences that drive business value. Companies are now able to create personalised experience that can be deployed across multiple channels.
The new features and other Genesys solutions are available through Genesys Choice, a flexible consumption model that provides access to all voice, AI, workforce engagement/optimisation and digital capabilities, all with a single annual subscription.
Mary Wardley, Program Vice President, Customer Care and CRM, IDC, said:
“Business today is more dynamic than even just a few years ago, and companies are subject to a great deal of unexpected changes.”
“The need for agility to adapt to external factors and meet the rapidly evolving customer expectations has only grown, however. Usage-based consumption models like Genesys Choice are starting to emerge and are unique in that they create elasticity in how businesses adopt the latest CX innovations while retaining control of spend.”
New capabilities include:
- Bot development and orchestration: New Dialog Engine Bot Flows, an intuitive drag-and-drop, low-code visual interface, allows business users to build and deploy AI-driven bots. It identifies automation opportunities, taps into existing customer data to understand context, and orchestrates a personalized customer journey to deliver a seamless conversational experience across digital and voice
- Open messaging APIs: Coming later this summer, the lightweight integration that enables businesses to easily integrate their own messaging apps as well as third-party applications like review sites, comment plugins and niche social messaging apps. This gives them a unified view of customer communication across all channels
- Employee development and feedback: This new workforce engagement capability helps onboard new employees, enhance technical and CX skills, and gather feedback throughout the employee development journey. It enables employees to continuously develop their skills to deliver better customer experiences.
ML Maco, Executive Vice President of Global Sales and Field Operations at Genesys, said:
“Consumers want to interact on their own terms through their preferred channels – and businesses are the same way.”
“They want more control and flexibility over the experiences they deliver to their customers. With Genesys Choice, businesses can now access our entire product portfolio with a single subscription, so they can scale up or down or launch new features on the fly enabling them to meet their customers wherever they may be.”
