San Francisco, June 23, 2021 -- Genesys(R), a global cloud provider in customer experience orchestration, announced Genesys DX, the company's new standalone digital customer engagement offering. Genesys DX leverages the company's CX expertise and Genesys AI, predictive engagement to enhance the conversational AI and dynamic knowledge base capabilities from the Bold360 acquisition, which closed in May.
Companies have shifted more business to digital interactions based on the rapid changes in consumer expectations and a pursuit of new potential customer touchpoints. Traditionally, they approached the engagements as singular interactions through various digital channels or on transaction-oriented, conversational platforms. In today's consumer-defined landscape, businesses need to create empathetic experiences across digital interactions like web chat, messaging and chatbots that build trust and loyalty with customers. Genesys created Experience as a ServiceSM to deliver empathy at scale – and this digital frontier galvanizes this new direction for an industry in transformation.
Genesys DX enables companies to move the customer experience beyond the transactional chat interactions that are common today to deliver conversations that customers welcome. With each customer engagement, Genesys DX will get smarter about how to improve their experiences throughout the relationship lifecycle based on dialogue, responses, and preferences. Genesys DX helps companies understand customer needs and predict customer intent.
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"The world of customer engagement has changed fundamentally with the majority of consumers preferring digital experiences," said Barry O'Sullivan, Executive Vice President and General Manager of Genesys Digital and AI. "Businesses must adapt to meet new customer expectations for rapid, reciprocal engagement. With Genesys DX, companies can now engage customers with always available, intuitive digital conversations that are predictive and proactive to build trust and loyalty."
"Consumers around the world turn to us and our family of iconic outdoor, active, and workwear brands to live and enjoy their best lives," said Richard Donaldson, Director, Digital Product Management, VF Corporation. "We want to enable our brands to provide an amazing consumer experience at every opportunity and across every touchpoint. With Genesys DX, we have a standalone digital platform to deliver empathetic customer engagement anywhere in the experience."
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: Friday, June 25, 2021
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