Offering a Well-Integrated Package to Improve Customer and Employee Experiences


Human beings have proven themselves to be good at many different things, but at the same time, there remains little that we do better than growing on a consistent basis. We say this because the stated ability of ours has already fetched the world some huge milestones, with technology appearing as a rather unique member of the group. The reason why technology’s credentials are so anomalous is purposed around its skill-set, which was unprecedented enough to realize all the possibilities for us that we couldn’t have imagined otherwise. Nevertheless, a closer look should be able to reveal how the whole runner was also very much inspired by the way we applied those skills across a real-world environment. The latter component was, in fact, what gave the creation a spectrum-wide presence and made it the ultimate centerpiece of every horizon. Now, having such a powerful tool run the show did expand our experience in many different directions, but even after reaching so far ahead, this prodigious concept called technology will somehow keep on delivering the right goods. The same has grown to become a lot more evident in recent times, and assuming one new HRM-themed development pans out just like we envision, it will only propel that trend towards greater heights over the near future and beyond.

Genesys, a leader in AI-powered experience orchestration, has officially confirmed a strategic collaboration with Salesforce to empower businesses in bringing together their data, agents, bots, and communication channels for the purpose of delivering smarter end-to-end customer and employee experiences. Under the agreed terms, both the companies will launch a unified AI-powered customer experience and relationship management solution, CX Cloud, meant to integrate Genesys Cloud CX with Salesforce Service Cloud. According to certain reports, the users of CX Cloud can implement the solution expecting to improve customer personalization and reduce the development burden on IT and analyst teams. You see, owing to Salesforce Data Cloud’s unified data fabric, companies can seamlessly place real-time data alongside power smarter AI so to help the relevant personnel in regards to conceiving more contextualized customer conversations, while simultaneously enabling self-service bots to handle interactions quite efficiently on their own. Not just that, businesses will also have the chance to access deeper analytics and reporting capabilities to track KPIs, such as service levels, handle times, ensure overall customer satisfaction, and more.  Anyway, next up, we have the prospect of banking upon Genesys Cloud CX to help users design AI-powered, end-to-end customer journeys. This, in particular, will be complimented by the fusing of data, bots, and channels from both the Genesys and Salesforce platforms, a link-up which will enable IT and business partners to co-create experiences and deliver them at the optimal time through customer’s preferred channels. Notably enough, the technology in play also doesn’t require any code implementation whatsoever, therefore making deployment significantly faster, as well as flexible enough to allow organizations to pick and choose their preferred aspects of each platform.

“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.”

The whole development provides a fitting follow-up to one Genesys’ The State of Customer Experience” report that revealed nearly 44% customer experience (CX) leaders noted how the biggest challenge, when it comes to delivering fluid experiences, is the lack of carryover of customer context from one channel to another. Fortunately, many leaders already have a possible way out in their sight, considering over 71% voted for implementing an integrated CX platform, whereas 50% reckoned connecting technology and data for omnichannel experiences to be the ultimate solution.

“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.

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