#contactcenterworld, @Genesys, @googlecloud
San Francisco, CA and Sunnyvale, CA, USA, Nov. 15, 2021 -- Genesys(R), a global cloud provider in customer experience orchestration, and Google Cloud announced an expansion of their strategic partnership to help organizations connect customer support and experiences in a more distributed, digital world.
"Consumers have the authority to instantly change the trajectory of an organization's future and an industry's relevancy," said Tony Bates, CEO and Chairman of Genesys. "To thrive in this new customer-led landscape, companies must deliver the personalized experiences people want. Google is a pioneer in deep consumer knowledge; partnering with such an innovator will be a true game-changer for customers and employees around the world."
To help organizations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CXTM solution to Google Cloud, enabling organizations to deploy a private edition of its customer experience platform on Google Cloud's trusted, secure, and scalable infrastructure.
"Today's consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone," said Thomas Kurian, CEO of Google Cloud. "Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning and data analytics to deliver the best possible outcomes for consumers."
"We've seen a massive shift to online shopping since the pandemic, creating rapid growth in interactions with our contact centers," said Alex Colorado, Engineering Manager, Conversational AI at Woolworths. "To help our contact centers manage the influx of calls and chats, we developed our voicebot, Olive, by integrating the Genesys platform with Google Cloud Dialogflow. Having conversational AI capabilities enables us to be more customer-focused so that we can interact with our customers in whatever way feels natural to them."
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.
About Google Cloud:
Google Cloud accelerates every organization's ability to digitally transform its business. We deliver enterprise-grade solutions that leverage Google's technology. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Published: Wednesday, November 17, 2021
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