Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sri Sumari
GM Health Care Service
58
MEMBER
Heriadhi Waskitho
Quality Auditor
22
EXECUTIVE MEMBER
Diana Syahriyanti
Contact Center Departement Head
111
MEMBER
Luzviminda Alabata
Call Center Supervisor
0
MEMBER
Nikola Cocovic
Head of Partnerships
74

News : Genesys and Salesforce Launch AI-Powered Customer Experience and Relationship Management Solution

#contactcenterworld, @Genesys, @salesforce

San Francisco, CA, USA, Sept, 2023 - Genesys, aprovider in AI-powered experience orchestration, announced a strategic collaboration with Salesforce (NYSE: CRM), to help businesses bring together their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences. The companies are introducing a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX™ and Salesforce Service Cloud called CX Cloud from Genesys and Salesforce.

This jointly released solution makes agent and supervisor jobs more seamless, bringing enterprise contact center and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud. Through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organizations to better understand customer interactions, behavior and history across their journey.

"This new solution from Genesys and Salesforce brings together the strengths of both platforms, presenting ADP with significant potential to improve our client and service representative experience, achieve deeper levels of personalization, and drive operational ease of use," said Jim Mueller, vice president, global product and technology at ADP. "Real-time sharing of data, customer insights and relevant actions across cloud platforms could allow ADP to utilize more comprehensive, accurate and effective AI modeling to continuously streamline our customers' experiences. This type of seamless synchronization across platforms offers the possibility to drive more business value than each platform could individually and results in an undeniably powerful technology stack."

According to "The State of Customer Experience" report by Genesys, released in April 2023, customer experience (CX) leaders (44%) noted that the biggest challenge to delivering fluid experiences is the lack of carryover of customer context from one channel to another. To resolve this, most CX leaders reported the top two technology initiatives to support their strategic priorities include implementing an integrated CX platform (71%) and connecting technology and data for omnichannel experiences (50%).

"To build the experiences customers and employees want today, businesses need to link their data, AI and systems of engagement across their technology ecosystem. As two leaders in our respective markets, Genesys and Salesforce are strongly positioned to enable joint customers to define the next generation of experience orchestration fueled by enriched insights and AI capabilities resulting from our platforms working in sync," said Olivier Jouve, chief product officer at Genesys.

"As the world continues its shift to digital platforms, the value of a company is increasingly tied to its data and how they apply it. To drive higher value from data in an efficient and effective way, businesses must have a cloud-based digital platform and ecosystem of technologies where data provides the cornerstone of the architecture to fuel intelligence, orchestration and business processes applications," said Alan Webber, program vice president for digital platform ecosystems at IDC. "With its unified data fabric, the solution from Salesforce and Genesys is laying a critical foundation businesses will require to succeed in the future."

"Many organizations are challenged to efficiently leverage data and AI to meet rising customer expectations and drive long-term loyalty," said Ryan Nichols, senior vice president of Service Cloud Product Management at Salesforce. "The new CX Cloud from Genesys and Salesforce will empower agents to leverage Einstein AI insights within the flow of work in Service Cloud to deepen customer relationships through personalized interactions, helping to drive repeat business and make positive impacts on their company's bottom line."

The first release of CX Cloud from Genesys and Salesforce is expected in 2023 for businesses and will be available via Salesforce AppExchange or the Genesys AppFoundry(R) Marketplace.

#contactcenterworld, @Genesys, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Genesys:
Company LogoGenesys® 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.
  Company Blog   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Getting The Ergonomic Programme Right

Read today's tip or listen to it on podcast.

Published: Friday, September 8, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 6007 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =