Organizations Can Better Connected Customer Experiences With Google Cloud And Genesys.

 

Companies are expanding their collaboration to provide integrated platform services that address the demands of advancing consumer habits and remote workforces

Genesys®, a global leader in customer experience orchestration, and Google Cloud today announced the expansion of their strategic partnership to help enterprises connect customer support and experiences in an increasingly fragmented digital world

 

Google is a pioneer in deep consumer intelligence; working with such a pioneer would be a game-changer for consumers and employees all over the world

Building on a multi-year partnership, the two companies will work together on next-generation applications of artificial intelligence (AI) machine learning, and data analytics to develop new solutions that will enable organizations to deliver even stronger, more intuitive, and responsive experiences

 The companies will develop new solutions in areas such as customer journeys, automated customer care, predictive customer satisfaction AI-driven multifactor authentication, and unique conversational channels that leverage Google Search, Maps, and other services by combining experience orchestration capabilities from Genesys and AI machine learning, and data analytics capabilities from Google Cloud

Furthermore, by integrating Genesys customer experience solutions into the Chrome web browser, Genesys has made it easy for enterprises to access Genesys customer experience solutions directly through the Chrome OS

 This means it's available on whatever web page that agent would visit during the day, allowing them to rapidly discover the best information to assist consumers

Organizations have already recognized the strategic value of integrating Google Cloud and Genesys throughout their organizations from marketing campaigns to logistics management to staffing and employee relations

Delivering dynamic experiences like this gives them a competitive advantage today and in the future. According to Gartner, [b]y 2026 fundamental purchasing and selling experiences will be commoditized and firms will distinguish primarily on linked customer and employee experiences Gartner, Future of Work Trends

Industry giants such as Electrolux and Woolworths, as well as a federal state, and local government organizations, are already on the path to transformation by utilizing Genesys and Google Cloud

 Woolworths, Australia's largest food store, for example, combined the Genesys platform with Google Cloud Dialogflow to develop a smart IVR and Olive, an ultra-efficient virtual assistant driven by conversational AI

 When combined with a Woolworths-developed smart search capability that makes use of Genesys open APIs, a consumer may now simply remark, The oranges are missing from my purchase Olive then double-checks, processes a refund, and texts the consumer a confirmation

• Since the epidemic, we've witnessed a tremendous shift to online purchasing, resulting in a rapid rise in interactions with our contact centers, stated Alex Colorado, Engineering Manager, Conversational AI at Woolworths

•  To assist our contact centers in managing the surge of calls and chats we created Olive by combining the Genesys platform with Google Cloud Dialogflow

•  With conversational AI capabilities, we can be more customer-focused and communicate with our consumers in whatever way feels natural to them

• Furthermore, American Electric Power will use the insights generated by the Genesys and Google Cloud collaboration to deliver a more smooth, customized experience for its consumers

Availability

AppFoundry® is a Genesys Cloud CXTMplatform

The Genesys Multicloud CX private version will be available for Google Kubernetes Engine in the next 90 days worldwide