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Genesys Releases New Tools for AI-Driven CX

Genesys has released new tools that enable businesses to easily build and orchestrate their own bot experiences, integrate third-party messaging applications, and provide employees with technical training.

GenesysAnd a new flexible consumption model gives companies access to Genesys solutions so they can scale or deploy new capabilities whenever they want, allowing them to meet changing customer and business needs.

“In healthcare, doing more with less is pretty commonplace. The ability to easily integrate third-applications on our own helps us engage with our patients more effectively,” said Robert Allen, Manager of Communication Centre Technical Operations, Rochester Regional Health. “And, access to the latest Genesys technology through regular cloud-delivered updates enables us to continuously innovate and deliver more personalized patient experiences across every touchpoint.”

“Consumers want to interact on their terms through their preferred channels – and businesses are the same way,” said ML Maco, Executive Vice President of Global Sales and Field Operations at Genesys. “They want more control and flexibility over the experiences they deliver to their customers. With Genesys Choice, businesses can now access our entire product portfolio with a single subscription, so they can scale up or down or launch new features on the fly enabling them to meet their customers wherever they may be.”

Leveraging the scalability and agility of the cloud, Genesys enables companies to orchestrate real-time customer experiences that drive business value. With new low-code tools, companies quickly create personalized experiences that can be deployed across multiple channels.

New capabilities include:

  • Bot development and orchestration: New Dialog Engine Bot Flows, an intuitive drag-and-drop, low-code visual interface, allows business users to build and deploy AI-driven bots. It identifies automation opportunities, taps into existing customer data to understand context, and orchestrates a personalized customer journey to deliver a seamless conversational experience across digital and voice.
  • Open messaging APIs: Coming later this summer, the lightweight integration enables businesses to easily integrate their messaging apps as well as third-party applications like review sites, comment plugins and niche social messaging apps. This gives them a unified view of customer communication across all channels.
  • Employee development and feedback: This new workforce engagement capability helps onboard new employees, enhance technical and CX skills, and gather feedback throughout the employee development journey. It enables employees to continuously develop their skills to deliver better customer experiences.

These new features and other Genesys solutions are now available through Genesys Choice, a flexible consumption model that provides access to all voice, AI, workforce engagement/optimization and digital capabilities — all with a single annual subscription.


Aishwarya Saxena

A book geek, with creative mind, an electronics degree, and zealous for writing.Creativity is the one thing in her opinion which drove her to enter into editing field. Allured towards south Indian cuisine and culture, love to discover new cultures and their customs. Relishes in discovering new music genres.

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