Winter Innovations 2020 Heats Up Customer Experience and Cloud

If you’ve followed the growth and evolution of Genesys, you know that every six months we summarize innovations across the Genesys portfolio. Winter Innovations 2020 ushers in a new era of customer experience technology with capabilities that are available today.

Focusing on Personalized Customer Experiences

Consumers around the world prefer to interact with businesses that treat them as individuals, so improving relationships with customers is paramount. Our Winter innovations reflect this vision of delivering personalized customer experiences through end-to-end, cloud-based solutions.

This focus prompted some name changes, too. The Genesys® PureEngageTM application is now called the Genesys Multicloud CXTM application and the PureCloud® product  is the Genesys CloudTM platform. These new names reflect our growth as a business and the many strategic innovations we’re introducing for choice and flexibility. Throughout the year, you’ll hear more about the power of the Genesys Cloud platform — an all-in-one solution and our public cloud contact center platform.

We’re also delivering innovations exclusively via the Genesys Cloud platform. This makes it easy to consume new capabilities no matter how you deploy solutions. This includes artificial intelligence (AI), digital, predictive analytics and more, for any Genesys product you use. Keep core contact center operations onsite and add new features as cloud services.

With this pivot to the cloud, we’re making it simpler to adopt the Genesys Cloud platform. And it starts with new usage-based pricing that lets you tailor subscriptions to match your own evolving business requirements to improve the customer experience.

Serving Billions of Customer Experiences

Genesys technology handles 70 billion customer experiences. Yes, that’s 70 billion interactions  per year. That means we support businesses of all sizes in a way that is highly efficient and customizable for your needs.

Let’s take a look at some of our favorite winter innovations you can use now:

  • New predictive engagement features, including webhooks, content offers and action maps. You can proactively monitor and present content to website visitors — guiding them to the outcomes that best meet your business needs.
  • Genesys Dialog Engine, which is built into the Genesys Cloud offering. It gives you opportunities to add conversational AI for chatbots from within a single, unified platform.
  • Genesys launched a second regional AWS availability zone in the Americas, US-West. New users can choose the region closest to their main site location – US-West or US-East.
  • Several new security and developer features are available. We also have free trials on the Genesys AppFoundry Marketplace for dozens of premium client applications. AppFoundry includes almost 300 unique applications that let you extend new capabilities to your customer experience operations.
  • Outbound SMS campaigns and agent preview — Send bulk notifications to customers proactively. And new agent-owned preview campaigns are useful when records are handled only by one agent. Examples include commission-based use cases, collections and personal relationships like a nurse-patient relationship.
  • Get Intelligent Workload Distribution (iWD) in the cloud for the Genesys Multicloud CX application. It captures pre-classified work tasks from any source system and continuously re-prioritizes them according to business requirements. This ensures they’re pushed to the best available agent at the right time.
  • The Genesys Cloud platform is available in the Amazon marketplace. This makes it easy for companies to source the best cloud contact center service in the market.

This is just the tip of the iceberg for customer experience. There’s so much more for you to explore in Winter 2020 Innovations. Watch the on-demand webinar now.