DigitalCIO
No Result
View All Result
  • Home
  • Tech News
  • Market Insights
  • CIO Interviews
  • Events and Conferences
  • Opinion and Analysis
  • Resources
DigitalCIO
  • Home
  • Tech News
  • Market Insights
  • CIO Interviews
  • Events and Conferences
  • Opinion and Analysis
  • Resources
No Result
View All Result
Digitalcio
No Result
View All Result
Home News

Genesys and Salesforce Launch AI-Powered Customer Experience and Relationship Management Solution

DigitalCIO Bureau by DigitalCIO Bureau
September 11, 2023
in News, Tech News
0
Genesys and Salesforce Launch AI-Powered Customer Experience and Relationship Management Solution
74
SHARES
1.2k
VIEWS
Share on FacebookShare on Twitter

Genesys has announced a strategic collaboration with Salesforce to help businesses bring together their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences. The companies are introducing a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud called CX Cloud from Genesys and Salesforce.

This jointly released solution makes agent and supervisor jobs more seamless, bringing enterprise contact center and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud. Through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behavior and history across their journey.

“This new solution from Genesys and Salesforce brings together the strengths of both platforms, presenting ADP with significant potential to improve our client and service representative experience, achieve deeper levels of personalisation, and drive operational ease of use,” said Jim Mueller, vice president, global product and technology at ADP. “Real-time sharing of data, customer insights and relevant actions across cloud platforms could allow ADP to utilise more comprehensive, accurate and effective AI modeling to continuously streamline our customers’ experiences. This type of seamless synchronisation across platforms offers the possibility to drive more business value than each platform could individually and results in an undeniably powerful technology stack.”

According to “The State of Customer Experience” by Genesys, released in April 2023, customer experience (CX) leaders (44%) noted that the biggest challenge to delivering fluid experiences is the lack of carryover of customer context from one channel to another. To resolve this, most CX leaders reported the top two technology initiatives to support their strategic priorities include implementing an integrated CX platform (71%) and connecting technology and data for omnichannel experiences (50%).

Synchronised, AI-Ready Data

With CX Cloud from Genesys and Salesforce, organisations can improve customer personalisation and reduce the development burden on IT and analyst teams. Salesforce Data Cloud’s unified data fabric enables organisations to automatically aggregate real-time data to power smarter AI, which enables people to have more contextualised customer conversations and equips self-service bots with knowledge to handle interactions more efficiently. Businesses also gain deeper analytics and reporting capabilities to action insights and track KPIs, such as service levels, handle times, overall customer satisfaction and more.

Single Orchestration Engine

With the advanced experience orchestration capabilities of Genesys Cloud CX, businesses can design AI-powered, end-to-end customer journeys fusing data, bots and channels from both the Genesys and Salesforce platforms. IT and business partners can co-create experiences delivered at the optimal time through a customer’s preferred channels. No-code implementation makes deployment fast and offers the flexibility for organisations to pick and choose their preferred aspects of each platform.

Unified, AI-Powered Employee Experiences

Service Cloud’s single, smart workspace and Genesys Cloud CX improve staff efficiency. Customer, journey and interaction history are backed by Einstein AI, Salesforce’s AI technology, and Genesys AI empowering employees to increase customer satisfaction and meet performance KPIs. Agents and supervisors also benefit from modern WEM capabilities from Genesys embedded directly into the employee activity dashboards in Service Cloud. With an all-in-one interactive view, organisations can more easily manage and empower their workforce using advanced scheduling, performance metrics, coaching, training, gamification and more.

“To build the experiences customers and employees want today, businesses need to link their data, AI and systems of engagement across their technology ecosystem. As two leaders in our respective markets, Genesys and Salesforce are strongly positioned to enable joint customers to define the next generation of experience orchestration fueled by enriched insights and AI capabilities resulting from our platforms working in sync,” said Olivier Jouve, chief product officer at Genesys.

“As the world continues its shift to digital platforms, the value of a company is increasingly tied to its data and how they apply it. To drive higher value from data in an efficient and effective way, businesses must have a cloud-based digital platform and ecosystem of technologies where data provides the cornerstone of the architecture to fuel intelligence, orchestration and business processes applications,” said Alan Webber, program vice president for digital platform ecosystems at IDC. “With its unified data fabric, the solution from Salesforce and Genesys is laying a critical foundation businesses will require to succeed in the future.”

Salesforce and Genesys Partnership Momentum

This announcement expands upon a more than 10-year strategic technology partnership between Genesys and Salesforce. In 2021, Genesys announced a funding round led by Salesforce Ventures with participation from other investors to help accelerate the leadership of Genesys in the Experience as a Service® market globally.

“Many organisations are challenged to efficiently leverage data and AI to meet rising customer expectations and drive long-term loyalty,” said Ryan Nichols, senior vice president of Service Cloud Product Management at Salesforce. “The new CX Cloud from Genesys and Salesforce will empower agents to leverage Einstein AI insights within the flow of work in Service Cloud to deepen customer relationships through personalised interactions, helping to drive repeat business and make positive impacts on their company’s bottom line.”

2 Attachments • Scanned by Gmail

Tags: CollaborationCustomer ExperienceCXGenesysSalesforce
Share30Tweet19
DigitalCIO Bureau

DigitalCIO Bureau

Recommended For You

Hexaware and Abluva Offer Secure Agentic AI Solutions for Life Sciences Industry

by DigitalCIO Bureau
July 11, 2025
0
Deloitte And AWS To Deepen Generative AI Driven Innovations For Indian Enterprises

Hexaware Technologies has announced a strategic partnership with Abluva, an innovator in agentic AI security, to address security challenges posed by autonomous AI agents in the Life Sciences...

Read moreDetails

TP-Link Reinforces Commitment to India with new R&D GCC & Incubation Centre

by DigitalCIO Bureau
July 11, 2025
0
TP-Link Reinforces Commitment to India with new R&D GCC & Incubation Centre

Connectivity solutions provider TP-Link India have announced a significant expansion of its footprint in the country. TP-Link has unveiled its first incubation centre in India, co-located with its...

Read moreDetails

Gartner: Earth Intelligence Offers $20 bn Opportunity For Tech And Service Providers

by DigitalCIO Bureau
July 10, 2025
0

Earth intelligence will significantly impact every industry as it rapidly moves from government to the private sector, with annual revenue to surpass $4.2 billion in 2030, up from...

Read moreDetails

Okaya Power Group Appoints Prakash Dharmani as CIO

by DigitalCIO Bureau
July 9, 2025
0
Okaya Power Group Appoints Prakash Dharmani as CIO

Prakash Dharmani has joined Okaya Power Group as its new Chief Information Officer (CIO). With over 33 years of experience across industries such as petrochemicals, refining, specialty packaging,...

Read moreDetails

Total Unique Malware Increases By 171%: WatchGuard

by DigitalCIO Bureau
July 9, 2025
0
OpenText Names LockBit  Nastiest Malware Of 2024

New WatchGuard research reveals 171% increase in total unique malware as attackers defy traditional defenses. Other key findings show an increase in email-borne malware threats, a rise in...

Read moreDetails
Next Post
Walter Sun Appointed As New Global Head Of Artificial Intelligence At SAP

Walter Sun Appointed As New Global Head Of Artificial Intelligence At SAP

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Related News

How the Indian Topography is Digitized into a Digital Map

September 18, 2019
SolarWinds AI Launches to Transform IT Service Management

SolarWinds AI Launches to Transform IT Service Management

May 22, 2024

Cisco targets 25 SMBs a day in India to go digital

September 4, 2019

Browse by Category

  • Acquisition
  • Appointment
  • Archive
  • Artificial Intelligence
  • CIO Interviews
  • Cloud
  • Datacenter
  • Events and Conferences
  • Market Insights
  • News
  • Opinion and Analysis
  • Products
  • Resources
  • Security
  • Storage
  • Tech News
  • Telecom
Digitalcio

Welcome to DigitalCIO, your ultimate source for staying ahead in the ever-evolving world of technology and business.

BROWSE BY TAG

Acquisition AI Appointment artificial intelligence Artificial Intelligence and Machine Learning AWS Barracuda Big Data and Analytics Blockchain CISCO Cloud Computing Cloudflare Commvault CrowdStrike Cybersecurity Dell Technologies Digital Transformation Dynatrace E-books Fortinet Gartner GenAI Generative AI Google Cloud HCLTech IBM Infographics Internet of Things (IoT) Kaspersky Microsoft Netskope NTT DATA Palo Alto Networks Panel Discussion Qlik Salesforce ServiceNow Sophos Tenable Trend Micro Veeam Veeam Software Webinars Whitepaper Zscaler

CATEGORIES

  • Tech News
  • Market Insights
  • CIO Interviews
  • Events and Conferences
  • Opinion and Analysis
  • Resources
  • Archive

NAVIGATION

  • Home
  • About Us
  • Advertise with Us
  • Contact Us

© 2024 digitalcio.in - All rights reserved.

No Result
View All Result
  • Home
  • Tech News
  • Market Insights
  • CIO Interviews
  • Events and Conferences
  • Opinion and Analysis
  • Resources

© 2024 digitalcio.in - All rights reserved.

Are you sure want to unlock this post?
Unlock left : 0
Are you sure want to cancel subscription?