A global leader in customer experience orchestration, Genesys, and Google Cloud have expanded their partnership to help organizations connect customer support and experiences in a more distributed, digital world.
Taking advantage of Google Cloud’s trusted, secure, and scalable infrastructure, Genesys offers a private edition of its customer experience platform to help organizations adapt to changing consumer expectations. In conjunction with Google Cloud infrastructure, Genesys Multicloud CX private edition allows organizations to take advantage of a new paradigm in customer experience (CX).
Thomas Kurian, CEO of Google Cloud, said, “Today’s consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone. Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning, and data analytics to deliver the best possible outcomes for consumers.”
Genesys will also deepen its integration with Google Cloud Contact Center AI (CCAI), BigQuery, and Kubernetes Engine (GKE). By integrating multiple Google Cloud services and technologies, organizations can manage, control, and customize their data across multiple private and public cloud environments using real-time streaming events and historical data.
Through a multi-year alliance, the two companies will work together to apply artificial intelligence (AI), machine learning, and data analytics to deliver even stronger, more intuitive, and more responsive experiences to organizations. Together, Genesys and Google Cloud will provide new solutions for customer journeys, automated customer care, predicting customer satisfaction, AI-driven multifactor authentication, and unique conversational channels that leverage Google Search, Maps, among others.
Tony Bates, CEO, and Chairman of Genesys said, “Consumers have the authority to instantly change the trajectory of an organization’s future and an industry’s relevancy. To thrive in this new customer-led landscape, companies must deliver the personalized experiences people want. Google is a pioneer in deep consumer knowledge; partnering with such an innovator will be a true game-changer for customers and employees around the world.”
Genesys has also embedded the Genesys web browser within the Chrome OS to make it possible for organizations to access Genesys customer experience solutions directly from the Chrome OS. Therefore, the information is accessible from any web page an agent might use during the day, giving them the freedom to find the best information quickly to assist customers.
Businesses have already realized the benefits of integrating Google Cloud and Genesys across their businesses – from marketing campaigns to logistics management to staffing and employee communications. Their ability to create dynamic experiences offers them a competitive advantage now and in the future.
