News : IBM Watson and Genesys Partner to Power Customer Experiences
Armonk, N.Y. & Daly City, CA. , June 11, 2014 -- IBM (NYSE: IBM) and Genesys, a provider of customer experience and contact center solutions, announces a partnership that will transform how organizations of all sizes differentiate their customer experience by tapping the power of IBM Watson to transform the way brands engage clients across customer service, marketing and sales through data-driven insights and automated actions.
As part of the agreement IBM Watson and Genesys have partnered to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform to transform how organizations worldwide engage with their customers across customer experience touchpoints and channels of communication. With the joint solution businesses can better serve consumers in their self-service applications and contact centers. The Watson enabled natural language solution learns, adapts and understands market and organizational data quickly and easily, and gets progressively smarter with use, outcomes, and new pieces of information.
The IBM Watson and Genesys solution will aid and assist a brand's customer service agents to provide fast, data-driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online interaction. In one simple click, the solution's "Ask Watson" feature can quickly help address customers' questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.
"This combined solution delivers sophisticated yet simple to manage knowledge capabilities to transform self-service systems and human interactions into positive brand impressions," said Paul Segre, President and CEO, Genesys. "With Watson, our new solution provides a transformational customer experience with a natural and informed transition from self service to agent assistance to yield better business outcomes."
"By tapping into IBM Watson's cognitive intelligence, Genesys is infusing a personalized assistant into every customer interaction," said Mike Rhodin, Senior Vice President, IBM Watson Group. "Customer engagement is a natural fit for Watson, empowering brands with information driven insights. This is a key example of how a new era of cognitive computing applications will transform industries and professions and revolutionize how decisions are made."
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Posted by Veronica Silva Cusi, news correspondent
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With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
Genesys is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Thursday, June 12, 2014