Genesys, the world’s leading provider of cloud-based customer experience and contact center solutions, established a new business unit. Genesys Digital is designed to help companies keep up with the latest technology trends and the ever-changing needs of consumers in the digital world.
Life is becoming increasingly digital and blurring the lines between marketing, sales, and service. Companies increasingly see a strategic advantage in designing the individual contact points with the consumer individually.
Genesys Digital helps companies keep pace with consumers’ digital preferences throughout the entire customer journey—regardless of whether the consumer sends an inquiry via a web-based chat, makes an appointment via SMS, or uses a chatbot to get help.
According to the company, the digital interactions have increased by more than 300% compared to the previous year and 15% of Genesys cloud customers already primarily use digital channels. In addition, many of the larger corporate customers, using Genesys Multicloud, are experiencing a shift towards digitization and are seeing an increase in chat requests versus phone calls.
IDC predicts that this year 65% of companies will have switched to digital channels through automated processes and contactless experiences. Hence, physical interactions will become more and more a thing of the past.
“Companies need to find new ways to connect with their customers in a digitized world,” said Tony Bates, Genesys chief executive officer (CEO). “We’re expanding our digital footprint, giving companies the skills they need to shape the entire customer experience so that they can contact their customers at anytime, anywhere and according to their preferences. The future of the customer approach is no longer determined by the channel but the experience that the consumer has when contacting the company.”
Genesys Digital’s task is to develop digital innovations based on AI that can be used both independently and in...
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