San Francisco, CA, USA, Aug, 2020 -- Genesys(R), a global provider in cloud customer experience and contact center solutions announced it is working with Adobe to help organizations break down data siloes between marketing, commerce, sales and service departments. With a new integration between Genesys Cloud with Adobe Experience Platform, organizations can now gain a deeper understanding of customer context across every touchpoint.
"For organizations that want to truly develop deep empathy with their customers that results in a unique and differentiated customer experience, the ability to tap into direct and contextual customer data from across the organization is foundational," said Alan Webber, vice president of Customer Experience Management Strategies at IDC. "Partnerships like Genesys and Adobe have the opportunity to expose data that has been locked away in function-specific applications to build a more complete understanding of each individual that results in a more personalized experience for which customers will return."
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Customers engage with organizations across many different functions, yet their data often doesn't move with them throughout their journey, resulting in disconnected experiences with minimal personalization. Even when the data is shared across systems and departments, it typically is not utilized in real-time engagements.
"Adobe and Genesys have a shared goal to help businesses more fully leverage their customer data," said Tony Bates, CEO of Genesys. "The combined power of our interoperable platforms makes it easier for organizations to utilize enriched customer context so they can provide more personalized engagement that builds stronger empathic connections."
"The global imperative for digital engagement has created an even greater sense of urgency for every business to deliver exceptional, personalized digital experiences," said Shantanu Narayen, CEO of Adobe. "Integrating customer insights from Genesys Cloud into Adobe Experience Platform will give brands a more complete view of their customers, enabling deeper interactions that drive brand loyalty and growth."
The first phase of the Genesys Cloud and Adobe Experience Platform integration is now available with additional capabilities expected throughout 2020.
Posted by Veronica Silva Cusi, news correspondent
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.
Published: Tuesday, September 1, 2020
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