San Francisco, CA, USA, Dec. 16, 2020 -- Genesys, a global provider in cloud customer experience and contact center solutions, announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers' ever-changing needs in the digital landscape. Consumers' lives are increasingly digital, blurring the lines between marketing, sales and service for brands. Businesses are recognizing the strategic benefit to better orchestrate every consumer touchpoint.
Barry O'Sullivan, EVP and GM, Genesys Digital
Genesys Digital will focus on enabling companies to keep pace with consumers' evolving preferences for digital engagement across the customer journey, whether using web chat for an inquiry, scheduling an appointment via text or receiving care from a chatbot. Genesys is already seeing this transition in its business with digital interactions growing year over year. In addition, many of the company's largest enterprise customers using Genesys Multicloud are also experiencing a shift to digital with increasing volumes of chat sessions over phone calls.
"Businesses have to reinvent how they connect with customers in a digital first world," said Tony Bates, chief executive officer (CEO), Genesys "We're broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience so they can connect with today's consumers, anywhere on their path, on their terms. The future of customer engagement won't be defined by channel, but rather the consumer's experience of initiating contact with that brand."
John Hernandez has been promoted as the EVP and GM of Genesys Multicloud Solutions. Hernandez joined Genesys earlier this year as GM of Genesys Engage™. He was previously CEO of Selligent, a cloud marketing platform, and chief operating officer (COO) of Salesforce's Service Cloud business.
Olivier Jouve will continue to lead Genesys Cloud™ as EVP and GM. Jouve will work closely with O'Sullivan to advance the company's digital innovations, building on Genesys Cloud's track record of triple digit year-on-year growth for the last three years in a row.
"We've been investing in digital and AI to provide smarter, more seamless service for customers, and we're seeing tremendous progress," said Barry O'Sullivan, EVP and GM of Genesys Digital and AI. "We are better positioned than ever to accelerate our innovation to help businesses restore the power of human connection through a digital interaction at every point in the customer experience."
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: Thursday, December 17, 2020
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