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Google Cloud and Genesys Enable Organizations to Better Connect Customer Experiences #contactcenterworld "Consumers have the authority to instantly change the trajectory of an organization's future and an industry's relevancy," said Tony Bates, CEO and Chairman of Genesys. "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." To help organizations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CXTM solution to Google Cloud, enabling organizations to deploy a private edition of its customer experience platform on Google Cloud's trusted, secure, and scalable infrastructure. "Today's consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone," said Thomas Kurian, CEO of Google Cloud. "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." "We've seen a massive shift to online shopping since the pandemic, creating rapid growth in interactions with our contact centers," said Alex Colorado, Engineering Manager, Conversational AI at Woolworths. "To help our contact centers manage the influx of calls and chats, we developed our voicebot, Olive, by integrating the Genesys platform with Google Cloud Dialogflow. Having conversational AI capabilities enables us to be more customer-focused so that we can interact with our customers in whatever way feels natural to them." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, November 17, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |