Thursday, June 30, 2022

Genesys and Google Cloud Expanding Partnership on Customer Experience

SAN FRANCISCO and SUNNYVALE, Calif. — The customer experience (CX) company Genesys and Google Cloud are expanding their strategic partnership to help organizations “connect customer support and experiences.” 

To help organizations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CX to Google Cloud, enabling organizations to deploy a private edition of its customer experience platform on the scalable infrastructure of Google Cloud, according to the companies last month.

With Genesys Multicloud CX Private Edition, organizations will have an open multicloud path to embrace the next step of their customer experience evolution on Google Cloud infrastructure.

Genesys Multicloud CX Private Edition is expected to be available globally for Google Kubernetes Engine within the next 90 days.

Genesys also plans to deepen its integration with Google Cloud’s Contact Center AI (CCAI), BigQuery, and Kubernetes Engine (GKE). With the integrations across multiple Google Cloud services and technologies, organizations can use real-time streaming events and historical data from across their businesses on their preferred infrastructure for governance, controls, and customization across multiple private and public cloud environments. 

Google Cloud CCAI is available as a native integration for Genesys Multicloud CX and through the AppFoundry for Genesys Cloud CX.

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Building on a multi-year alliance, the Genesys and Google Cloud will collaborate on next-generation applications of artificial intelligence (AI), machine learning (ML), and data analytics to create new solutions to enable organizations to deliver “stronger, more intuitive, and more responsive experiences.” 

By bringing together experience orchestration capabilities from Genesys and AI, ML, and data analytics capabilities from Google Cloud, the partners will develop new solutions in several areas: industry-specific customer journeys; automated customer care; predictive customer satisfaction; AI-driven multi-factor authentication (MFA); and conversational channels leveraging products such as Google Search and Google Maps; and more.

Genesys also said it made it possible for organizations to access its customer experience solutions directly through Chrome OS by embedding it in the Chrome web browser. 

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“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, 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..” 

Thomas Kurian, CEO of Google Cloud, said consumers “expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone.”

“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.”

See more: Top Cloud Service Providers & Companies

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