{"id":335536,"date":"2020-08-27T05:47:45","date_gmt":"2020-08-27T12:47:45","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&#038;p=335536"},"modified":"2021-02-09T19:54:47","modified_gmt":"2021-02-10T03:54:47","slug":"genesys-announces-partnership-with-adobe-to-deliver-contextual-customer-experiences","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-announces-partnership-with-adobe-to-deliver-contextual-customer-experiences","title":{"rendered":"Genesys Announces Partnership with Adobe to Deliver  Contextual Customer Experiences"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1572299908147{padding-bottom: 0px !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text el_class=&#8221;pre_h1&#8243;]08\/27\/2020[\/vc_column_text][vc_column_text]<\/p>\n<h1><strong>Genesys Announces Partnership with Adobe to Deliver <\/strong><strong>Contextual Customer Experiences<\/strong><\/h1>\n<h2><em>Genesys Cloud integrates with Adobe Experience Platform\u2019s Real-Time Customer Profiles to improve personalisation, drive higher sales conversion rates and increase loyalty <\/em><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=&#8221;.vc_custom_1572297878492{padding-top: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text]<strong>Frimley, UK <\/strong>\u2014 <strong>August 27<\/strong><strong>, 2020 <\/strong>\u2014<a href=\"https:\/\/www.genesys.com\/en-gb\">Genesys<\/a>\u00ae, the global leader in <a href=\"https:\/\/www.genesys.com\/solutions\/customer-engagement\/?utm_source=prnewswire&amp;utm_medium=pr\">cloud customer experience<\/a> and <a href=\"https:\/\/www.genesys.com\/en-gb\/customer-migrations\">contact center solutions<\/a> announced it is working with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments. With a new integration between Genesys Cloud with Adobe Experience Platform, organisations can now gain a deeper understanding of customer context across every touchpoint. This will revolutionise how contact center and other business leaders leverage insights to enable more intelligent, continuous and individualised customer engagement. As a Premier partner in the Adobe Exchange program, the company is collaborating with Adobe to help organisations realize the Genesys vision of Experience as a Service<sup>(SM)<\/sup>.<\/p>\n<p>&#8220;For organisations that want to truly develop deep empathy with their customers that results in a unique and differentiated customer experience, the ability to tap into direct and contextual customer data from across the organisation is foundational,&#8221; said Alan Webber, vice president of Customer Experience Management Strategies at IDC. &#8220;Partnerships like Genesys and Adobe have the opportunity to expose data that has been locked away in function-specific applications to build a more complete understanding of each\u00a0individual\u00a0that results in a more personalised experience\u00a0for which customers will return.&#8221;<\/p>\n<p>Customers engage with organisations across many different functions, yet their data often doesn\u2019t move with them throughout their journey, resulting in disconnected experiences with minimal personalisation. Even when the data is shared across systems and departments, it typically is not utilised in real-time engagements. Genesys and Adobe are working together to change this by:<\/p>\n<ul>\n<li><strong>Improving customer empathy through real-time profile enrichment:<\/strong> Integrating Genesys Cloud and Adobe Experience Platform enriches customer profiles by linking an individual\u2019s marketing and contact centre history with their real-time intent. This gives agents more customer insights, which are made available from a single desktop. It enables more highly personalised experiences so organisations can optimise customer engagement, resulting in improved customer loyalty and retention, sales conversions and return on investment.<\/li>\n<li><strong>Augmenting <\/strong><strong>the customer journey<\/strong><strong> with AI and automation: <\/strong>Organisations can now use the combined muscle of Adobe Experience Platform\u2019s rich and comprehensive real-time customer profiles with Genesys Predictive Engagement, which is powered by artificial intelligence and embedded in Genesys Cloud. This gives agents more intelligence from past interactions, purchases, customer segments, interests and real-time intent. Organisations can more accurately predict how and when to engage prospects \u2013 whether on a website, via phone or using other channels, for more effective campaign conversion rates.<\/li>\n<li><strong>Driving revenue and loyalty with campaign conversion and attribution: <\/strong>Customer attribution through the funnel has historically been limited to marketing campaigns and trackable websites. The Genesys Cloud and Adobe Experience Platform integration will allow marketers to extend their campaigns\u2019 reach across digital and voice channels. This gives marketers richer campaign attribution and helps them identify the optimal conversion path to inform their strategies.<\/li>\n<\/ul>\n<p>\u201cAdobe and Genesys have a shared goal to help businesses more fully leverage their customer data,\u201d said Tony Bates, CEO of Genesys. \u201cThe combined power of our interoperable platforms makes it easier for organisations to utilise enriched customer context so they can provide more personalised engagement that builds stronger empathic connections.\u201d<\/p>\n<p>\u201cThe global imperative for digital engagement has created an even greater sense of urgency for every business to deliver exceptional, personalised digital experiences,\u201d said Shantanu Narayen, CEO of Adobe. \u201cIntegrating customer insights from Genesys Cloud into Adobe Experience Platform will give brands a more complete view of their customers, enabling deeper interactions that drive brand loyalty and growth.\u201d<\/p>\n<p>The first phase of the Genesys Cloud and Adobe Experience Platform integration is now available with additional capabilities expected throughout 2020.<\/p>\n<p><strong>About Genesys<\/strong><\/p>\n<p>Every year,\u00a0Genesys\u00ae delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries.\u00a0Through the power\u00a0of\u00a0the cloud\u00a0and AI,\u00a0our technology\u00a0connects\u00a0every customer moment\u00a0across\u00a0marketing,\u00a0sales\u00a0and\u00a0service on any channel,\u00a0while also improving employee experiences.\u00a0Genesys\u00a0pioneered Experience as a\u00a0Service<sup>SM<\/sup>\u00a0so organisations of any size can provide true personalisation at scale,\u00a0interact with empathy, and\u00a0foster customer trust\u00a0and\u00a0loyalty. This is\u00a0enabled\u00a0by\u00a0Genesys Cloud<sup>TM<\/sup>, an all-in-one solution and the\u202fworld\u2019s leading public cloud contact centre platform,\u202fdesigned for rapid innovation, scalability and flexibility. Visit <a href=\"https:\/\/www.genesys.com\/en-gb\">www.genesys.com<\/a>.<\/p>\n<p><em>\u00a92020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/em><\/p>\n<p><strong>Genesys Media Contacts<\/strong>:<\/p>\n<p>Janne Virtanen<br \/>\nSenior Public Relations Manager &#8211; EMEA<br \/>\nTel.: +44 7408 885 099<\/p>\n<p><a href=\"mailto:janne.virtanen@genesys.com\">janne.virtanen@genesys.com<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1572299908147{padding-bottom: 0px !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text el_class=&#8221;pre_h1&#8243;]08\/27\/2020[\/vc_column_text][vc_column_text] Genesys Announces Partnership with Adobe to Deliver Contextual Customer Experiences Genesys Cloud integrates with Adobe Experience Platform\u2019s Real-Time Customer Profiles to improve personalisation, drive higher sales conversion rates and increase loyalty [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=&#8221;.vc_custom_1572297878492{padding-top: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text]Frimley, UK \u2014 August 27, 2020 \u2014Genesys\u00ae, the global leader in cloud customer [&hellip;]<\/p>\n","protected":false},"author":675,"featured_media":0,"template":"","class_list":["post-335536","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"08\/27\/2020","utm_pass":false,"disable_chat":false,"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_image":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_image":false,"meta_facebook_title":"","meta_facebook_description":"","asset_expiration":""},"news_date":"2020-08-27","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/335536","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/675"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/335536\/revisions"}],"predecessor-version":[{"id":363599,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/335536\/revisions\/363599"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=335536"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}