Leader in cloud customer experience solutions and contact centre technology, Genesys, announced a new partnership with Adobe recently. The two brands will be working together to break down the common barriers between commerce, service, sales, and marketing data.
Thanks to a new integration between the Adobe Experience Platform and Genesys Cloud, users will be able to gain a better understanding of customer context at every touchpoint. This revolutionises the contact centre and business customer engagement landscape. Leaders will be able to access more contextual and intelligent insights to boost engagement. Genesys is already a Premier partner in the Adobe Exchange program, committed to helping businesses discover the benefits of Experience as a Service.
Developing Empathy with Customers
With this new partnership, companies will be able to leverage a more complete understanding of individual clients, resulting in more personalised experiences. Customers engage with organisations in many different landscapes, though their data doesn’t always move with them through this journey – leading to more disconnected moments with complex personalisation.
Even when companies share data across departments and systems, it isn’t always available in real-time engagements. Adobe and Genesys are going to change this with:
- Real-time profile enrichment: Connecting Adobe Experience Platform and Genesys Cloud improves customer empathy by providing access to an individual’s full contact centre and marketing history. This allows agents more contextual customer insights, accessible from a single desktop.
- AI and automation: Companies will be able to use the combined real-time customer profiles of Adobe Experience Platform, with Genesys Predictive Engagement AI. This will provide agents with extra intelligence from previous customer interactions. Businesses should be able to choose the best times to engage prospects this way more accurately.
- Campaign attribution and conversion: Customer attribution in the buyer funnel is usually limited to marketing strategies. Adobe Experience Platform and Genesys Cloud will be working together to help marketers extend their reach across voice and digital channels. This ensures a richer campaign attribution strategy.
Improving the Customer Experience
For businesses that want to develop better empathy with their customers, this new partnership is a fantastic step forward. According to the VP of Customer Experience management strategies at IDC, Alan Webber, the ability to tap into contextual data and customer experience solutions from across the organisation is crucial. Partnerships like the one between Adobe and Genesys have the opportunity to expose data lost in function-specific applications.
CEO of Genesys, Tony Bates, said that Genesys and Adobe have a shared goal to help businesses leverage their full customer data stream. The integration of the two platforms will help organisations to utilise enriched context and deliver more personalised engagement. CEO of Adobe, Shantanu Narayen said that it’s a global imperative to engage customers in the current landscape. Integrating customer insights from Genesys Cloud into the Adobe Experience platform gives brands a better view of their customers, driving better growth and brand loyalty.
The first phase of the Adobe Experience Platform and Genesys Cloud integration is available now.
