#contactcenterworld, @Genesys, @LimitlessGigCX
San Francisco, CA, USA, Feb. 2, 2021 -- Genesys, a global provider in cloud customer experience and contact center solutions, announced a partnership with Limitless, a provider in Gig Customer Experience (GigCX). Together, the companies are leading a new era of digital customer experiences to create more authentic, human connections between brands and consumers. Genesys and Limitless are helping businesses extend their contact center teams using a gig workforce comprised of brand experts that can provide consumers anywhere in the world with new levels of trusted support. End-customers will benefit from reliable answers to their questions from passionate, experienced users of products and services via their preferred digital channels, such as text and chat.
Customer service issues are so diverse in nature that not all needs can be effectively met through the traditional contact center. In many cases, consumers actually prefer the support and advice that only other users can provide. To meet this need, consumers have long depended on online review systems for education about products and to inform purchase decisions. This trend has only accelerated as consumers increasingly shift to e-commerce from in-person shopping as result of the events of the past year. Unfortunately, recent research suggests that fake reviews are now a far too common reality.
Limitless is filling a gap in the service experience by providing consumers access to trusted brand advocates for authenticated, peer support. Businesses also benefit with a ready-to-go talent pool to help scale their workforce during busy periods.
Under the partnership, Genesys is making a strategic investment in Limitless to support the growth of its platform.
Commenting on the news:
"Recent events have highlighted two important trends: how customer service can exist outside the walls of the contact center; and the importance of digital platforms, AI, and automation in enabling such remote service to maintain or exceed customer engagement expectations," said Mila D'Antonio, Principal Analyst, Omdia. "The Genesys and Limitless partnership offers businesses a path to transform and scale their customer service, as well as optimize efficiency, customer resolution and workforce planning."
"By partnering with Limitless, we're enabling brands to connect customers with credible, authentic support that has the power to elevate ordinary transactions into more meaningful, lasting relationships," said Olivier Jouve, executive vice president and general manager of Genesys Cloud. "Together, we are helping businesses deliver unique customer experiences driven by AI that ultimately offers digital consumers more value while extending the capabilities of their contact centers."
"Our partnership with Genesys marks an important step forward in our global expansion initiatives," said Roger Beadle, CEO, Limitless. "We're working together to reimagine how brands and people connect in a digital world. By leveraging the combined power of Genesys Cloud and the Limtless Gig CX platforms, we're enabling businesses to deliver new levels of customer service driven by AI and Gig Experts."
#contactcenterworld, @Genesys, @LimitlessGigCX
Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com
About Genesys:
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
About Limitless Technology:
Limitless an innovative Crowd Service™ platform is transforming customer service forever by connecting customers with skilled people who can help them on-demand.
Limitless helps organisations turn their most loyal and passionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand. Limitless builds highly motivated networks of certified Ambassadors that can quickly scale using a combination of gamification, progressive learning and community support. Limitless provide Brand Ambassadors with a cloud based service accessed via an intuitive mobile app that is powered by artificial intelligence.
The Brand Ambassador networks Limitless create, provide a more effective alternative to contact centres or standalone automation, by combining the best of people with technology to give customers a better, more authentic experience. For the people who provide great service the platform gives them more freedom and better rewards. For enterprises, it gives them a way to more cost effectively scale their resources to provide faster responses that customers value more.
Published: Thursday, February 4, 2021
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