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Contact centers are finally having their moment with the shift to artificial intelligence (AI) and the great outcomes this technology enables. They’re becoming the hub of customer engagement for voice, chat and messaging channels, like WhatsApp and Apple Business Chat. But there’s more to it. As an emerging epicenter of thought leadership, agents and bots working together are becoming lead generators and even sources of content curation.
Reaping the rewards of all this new AI technology takes time and a level of flexibility that supports long-term plans and future technologies. This was the impetus behind the Genesys and Google partnership with integrations you can build on and easily move among multiple channels.
Drivers for Beginning the Journey
Prepping for major technology innovations usually starts where the greatest need is felt, such as containing more interactions, improving first contact resolution and delivering great customer experiences. But thought leaders operate in every area of an organization. And with AI adoption rates booming, some decide to jumpstart their vendor selection journey to beat the business needs.
For example, if you haven’t taken your first major step toward implementing AI-powered bots, you might have to do so in the next 12 months — whether you’re ready or not. Beginning your technology evaluation now means that when your business commits to invest in AI and you need to act, you’re ready to go with carefully considered decisions made up front.
Focus on the Right Questions
Even if you have a short list of vendors in mind, going through the vendor selection journey is likely to turn up surprises. Start with these overriding considerations.
Understand the Mechanics of the Process
Once you commit to the decision-making process and know your stage of readiness, take the time to learn from others who’ve been through this process. The actual mechanics of the process can prevent unexpected missteps and save time.
Learn how others have navigated their selection journey process for AI-powered automation.
Join us for a Fireside chat: The future of contact center AI with Genesys Cloud CX and Google Cloud.
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