Genesys, a leading provider of omnichannel customer experience and contact center solutions, announced that it is going to optimize customer journeys with an innovative solution. It will enhance its orchestration capabilities with new customer journey analytics to help businesses provide elevated customer experience.

Genesys helps organizations deliver seamless personalized experiences to customers through their cloud, digital and AI technologies. Its Pointillist Contact Centre Optimization solution, available using Genesys cloud CX and Genesys multi cloud CX platforms, is aimed at helping organizations monitor and enhance customer journeys and improve customer lifecycle. This solution will offer visibility into customer behavior driving operational KPIs for voice and digital channels following which businesses will be able to improve business metrics like self-service rate, first contact rate etc.

Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, commented, “Businesses today are competing on the value they provide customers and the ability to help them achieve their goals. By extending our orchestration capability with deeper customer journey analytics, we’re making it easier to uncover and employ insights so companies can break down every barrier standing between people and great experiences.”

The new solution will help businesses obtain data from various sources and offer them solid insights into customer journey and behavior. It will leverage artificial intelligence to help organizations identify changes, deviations, and anomalies in customer behavioral patterns. By notifying organizations of any changes in customer behavior, the pointillist contact center optimization solution will enable businesses to resolve customer issues and enhance customer satisfaction.

Jim Tincher, Founder, CEO and Journey Mapper-in-Chief of heart of the customer for Genesys, said, “We’re in an experience economy, and companies that fail to deliver great customer experiences will be left behind. Today’s leaders are under increasing pressure to create intuitive experiences, developing the journey around individual customer’s needs in a real-time environment. With its new solution, Genesys is empowering employees with real-time insights to better engage, prioritise and understand people as they shop, buy and need care enabling businesses to drive better outcomes and create happier, engaged customers.”