Nuance has announced that its cutting-edge contact centre AI tools are now available to Genesys Cloud CX users.
These include conversational virtual assistants and biometrics systems, which harness the potential to improve customer engagement and data protection across all contact centre channels.
Such innovations are the cornerstone to many successful CX strategies. As such, they offer an exciting opportunity to brands that are eager to keep pace with industry leaders in the digital transformation race.
Now, Genesys can provide clients with a combination of these advanced capabilities in a CCaaS model, enabling agile CX. For digital disruptors, this provides the perfect platform for creativity and innovation.
Excited by this potential, Robert Weideman, Executive Vice President and General Manager, Enterprise at Nuance, says:
By integrating our proven enterprise-grade conversational AI, biometric security, and Nuance Mix tooling technologies with Genesys Cloud CX, we are giving organizations the power they need to meet customer expectations today and the flexibility to take advantage of new technologies to address future opportunities.
Offering such technologies through the cloud is a big step forwards in enabling companies to strengthen their AI plans. So far, this has proven difficult for most brands.
As the Harvard Business Review notes: “Companies are struggling to scale up their AI efforts. Most have run only ad hoc projects or applied AI in just a single business process.”
Of course, low-hanging fruit projects provide many benefits and build confidence in the power of AI technologies. Yet, to lead the digital disruption charge, brands must innovate. Through this latest partnership, Genesys can continue to pave a path for its customers to do so.
Discussing the promise of the partnership, Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, says:
Nuance and Genesys are both dedicated to delivering flexible, future-proof options for our shared customers while working closely to advance the state-of-the-art in intelligent, omnichannel customer engagement solutions.
Alongside improving digital experiences and innovation, Nuance solutions also help to lower business complexity. As such, Genesys customers can create strategies to capture the full AI opportunity.
