Regardless of your business size or vertical, it is always a challenge to provide meaningful, personalized customer experiences, and do it every time, at every touchpoint. While it’s true that many organizations are getting better at tailoring specific engagements for individuals, it remains a challenge to cohesively stitch together the entire customer and employee journey across all platforms and make it seamless.

The customer journey is not always a smooth proposition. The process usually begins with people having to identify themselves when they contact a company. They go on to repeat who they are and why they need a service. Unfortunately, the process becomes repetitive and people are repeatedly prompted to do that, not just once, but often to every employee or automated system they pass through. Unfortunately, their conversation history doesn’t “follow them” as they shuttle between communication channels, and from one department to another. This discontinuity lies at various stages of the interaction cycle because the technologies powering these interactions aren’t properly synchronized and connected. The data exists, but it lives in separate silos.

The result is, of course, fragmented customer and employee experiences. Businesses lose traction through inefficient processes, high workforce churn and lost sales opportunities. In today’s world of always-on, connected customers, this is often why businesses struggle to live up to customer’s expectation and eventually lose out to the competition.

The Convergence of Cloud, AI, and Digital

Having said that, there is always a silver lining and a solution to all of the above problems. The cloud, combined with digital technologies and artificial intelligence (AI), is redefining the customer and employee experience:

• Customers are beginning to be introduced to new levels of personalization — a scenario comprising tailored and predictive automation, communication channels, and promotional offers, built specifically for the individual.
• Employee job satisfaction is improving because staff can be strategically matched to customer engagements and situations that best fit their skills and availability. They can finally access the resources they need to do their best work for each customer and simple, mundane tasks are being pulled off their plates.
• Businesses are achieving specific target outcomes like higher customer satisfaction metrics, increased revenue, and decreased costs.

While it’s still early, leading companies are already achieving breakthroughs like those, because cloud, AI, and digital are converging. This trio of technologies is propelling innovation at Genesys every day.

In fact, Genesys recently introduced a series of enhancements for chat and voice bots, messaging apps, predictive engagement, analytics, and more. A hallmark of its recent innovations includes new orchestration capabilities powered by Genesys AI, which connects native and third-party AI technologies.

Increasingly, businesses are deploying a growing number of artificial intelligence (AI) point solutions that fulfil a specific purpose. However, because the data from these applications are siloed, businesses are failing to realize AI’s full potential. As a result, AI’s ability to impact business outcomes remains limited.

With the understanding that AI is best utilized when it’s deeply embedded into business processes and orchestrated to deliver the outcomes that matter, Genesys AI offers one shared data model to solve this problem. This makes it possible for multiple AI applications to work together in real-time, from marketing to sales to service.

Effortless Customer and Employee Journeys with Genesys Cloud

Centered around its core offering is Genesys Cloud, which provides businesses with a fast and easy way to optimize customer and employee journeys — all through a single technology platform and provider. It simplifies businesses’ technology stacks and creates operational agility.

A Genesys cloud customer can take advantage of these capabilities as soon they are released, but because every organization is different, there are other hosting options too.  On-premises and hosted users can enhance their existing system and investment by consuming new functionality from the Genesys Cloud in an integrated fashion.

Built on an award-winning, modern SaaS (Software as a service) architecture, Genesys Cloud is open, scalable and secure.  It offers users a platform that is validated by real-world loads and the potential to scale as required. Genesys Cloud provides the desired capabilities to equip a company with the know-how and advanced solution-set required to rapidly innovate and differentiate at every customer touchpoint.

As a testament to our cutting-edge services, last year, we added at least one new company to the Genesys Cloud platform every day of the year. This growth trajectory continues in 2019 with continuous breakthroughs and iterative improvements.

For legacy apps and future innovations alike, Genesys Cloud makes it simple to connect data, processes, and systems through open APIs, powerful orchestration and built-in integrations. This enables every organization to extend its capabilities or customize the platform to meet any unique requirement. The customers of the Genesys Cloud trigger more than 5 billion API invocations per month. Genesys Cloud can be your one-stop platform, too — find out more, here.