Genesys has revealed what it clais to be the industry’s first native multicloud architecture. With new levels of flexibility, agility and choice, the company says it will make it simpler for organisations to build a rich multivendor ecosystem and tailor their infrastructure, deployment and management models to fit their business.
Genesys has appointed Gwilym Funnell as senior vice president of the Asia Pacific arm. Previously he was the SVP for Genesys Australia and New Zealand. In his new role, Funnell will be managing and executing an accelerated growth strategy in the Asia-Pacific region for Genesys Cloud — the company’s all-in-one
Customers shouldn’t have to explain intent. Businesses should monitor what they are up to, so that customers can expect the same personalised attention from online shopkeepers as they get when visiting their favourite farmers’ market. Put simply, the online marketplace is fundamentally different to the physical marketplace. As customers, we’re
What if you could understand when customers are not going down the right path, or when they are lost? What if you could engage with them in real time — and even intercept carts on the verge of abandonment? The result would be a more successful web site and happier
Customer experience professionals have been obsessed with mapping customer journeys — optimising business processes and streamlining the passage of engagement. These maps or flowcharts are meticulously designed to guide customers effortlessly from Point A to Point B, to complete their purchase, or to get help. Yet prospects and customers still
Banks, armed with large amounts of customer and transaction data, are deploying predictive techniques in an effort to deliver better customer experiences at scale. While the value of data driven modelling is well understood, executing it without “personal and business bias” in a way that predicts customer behaviour remains a
Brands are starting to utilise their investments in predictive analytics to better personalise experiences at scale in a field that is known as predictive engagement. According to an Investigates study by the Which-50 Digital Intelligence Unit conducted in partnership with Genesys, predictive engagement helps organisations drive more intelligent customer engagement.
Chatbots and the conversations they facilitate are creating troves of new customer data. Leaders are already using this data to create opportunities for marketing, according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. However, successfully leveraging these new marketing opportunities requires avoiding a common technology
Chatbots have come a long way since their inception, maturing into multilingual, AI-driven tools capable of handling full customer transactions. However, somewhat paradoxically, they’ve actually made human jobs harder, according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. Kraeutler explained to Which-50 that chatbots’ increasing
Chatbots have already evolved from their conversational commerce roots to delivering fully fledged service functions. The technology stands poised to enable real-time financial transactions and break down long-standing language barriers. That’s according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. He explained to Which-50 a