News : Genesys PureCloud Now Integrates with Amazon Lex to Drive Next Generation

Las Vegas, NV, USA, Nov, 2017 -- Genesys, a global provider in omnichannel customer experience and contact center solutions, will debut a new integration between its cloud customer engagement solution Genesys PureCloud™ and Amazon Lex at the annual AWS re:Invent conference. By leveraging artificial intelligence (AI), this integration will enable businesses to build and maintain conversational interactive voice response (IVR) flows that route callers more efficiently, with the goal of enhancing the customer experience.

"We are excited to see our collaboration with Genesys extend even deeper by combining its best-in-class cloud customer engagement solution with the AI-powered, natural language understanding capabilities of Amazon Lex," said Swami Sivasubramanian, Vice President of Amazon AI, Amazon Web Services, Inc. "Through PureCloud, Genesys is allowing companies of any size to adopt AI via Amazon Lex as a tool for enhancing the customer experiences they can create."

"As a global leader in customer experience technology, Genesys has a long history of successfully teaming with the world's most innovative companies, like Amazon Web Services (AWS)," said Executive Vice President of Genesys PureCloud, Olivier Jouve. "We are deepening our collaboration with AWS once again through the new PureCloud integration with Amazon Lex. It provides businesses another way to improve customer satisfaction by enhancing IVR routing, shortening call-time, and making management easier."

This new integration will be available to customers in 2018 as the latest collaboration between Genesys and AWS.

#contactcenterworld, @Genesys

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

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About Genesys:
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, December 1, 2017

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