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News : Genesys Introduces AI to Expand Automation, Analytics and Conversational Intelligence

#contactcenterworld, @Genesys

Denver, CO, USA, May 14, 2024 - TGenesys(R), a global cloud provider in AI-powered experience orchestration, announced new AI capabilities to transform every customer and employee experience. With Agent Copilot, Virtual Agent, Empathy Detection and Modern Agent Workspace for the Genesys Cloud™ platform, Genesys is empowering organizations to unleash the next era of customer experiences grounded in a strong AI-human partnership. The Genesys Cloud AI innovations improve customer loyalty by elevating self-service and assisted service experiences, boost employee performance and productivity, and give managers dynamic new insights and tools to lead.

"In today’s complex business environment, organizations need to strike the right balance between using AI and automation to drive efficiency while keeping their customers and employees engaged," said Olivier Jouve, chief product officer at Genesys. "The revolutionary power of generative, conversational and predictive AI throughout the Genesys Cloud platform helps organizations accelerate key business outcomes by tapping into trusted tools that allow them to interact with their customers and employees in new ways."

"By leveraging Genesys AI, Virgin Atlantic has now implemented a comprehensive approach encompassing voice segmentation bots, bot flows and predictive routing, which has helped us achieve a 25-point improvement in customer satisfaction and 12-point increase in employee happiness in 12 months," said Louise Phillips, vice president of Customer Centers, Virgin Atlantic and Virgin Atlantic Holidays. "The latest enhancements for Genesys Cloud AI, such as Virtual Agent and Agent Copilot, show tremendous promise to help organizations like ours to continue to take their digital experience delivery to the next level."

"With Agent Copilot, our agents are more productive and can focus more on the value-add part of delivering customer experience," said John Connolly, head of contact center, Newcastle Permanent. "With the help of automated knowledge, next best action and resources, our team have successfully driven critical improvements including decreasing overall call handling time by around 60 seconds, enabling us to respond to customer issues faster and more effectively."

"Genesys has a strong track record of delivering AI capabilities that matter to its customers and help them produce actual results," said Hayley Sutherland, research manager, conversational AI and knowledge discovery, IDC. "The company has been consistently embedding AI capabilities across Genesys Cloud, focusing on features that can help to measurably improve the customer and employee experience. By rapidly expanding its use of LLMs, Genesys is enhancing and extending the value of its conversational AI and conversational intelligence offerings."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.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.
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Today's Tip of the Day - Don’t Allow Scapegoats

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Published: Thursday, May 16, 2024

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Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


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Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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