{"id":357697,"date":"2020-12-16T07:44:41","date_gmt":"2020-12-16T15:44:41","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=357697"},"modified":"2024-03-04T11:51:02","modified_gmt":"2024-03-04T19:51:02","slug":"genesys-launches-the-future-of-digital-customer-engagement","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-launches-the-future-of-digital-customer-engagement","title":{"rendered":"Genesys Launches the Future of Digital Customer Engagement"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]12\/16\/2020[\/vc_column_text][vc_column_text]<\/p>\n

Genesys Launches the Future of Digital Customer Engagement<\/h1>\n

New Genesys Digital business unit led by Barry O\u2019Sullivan builds on the company\u2019s leadership in customer experience and AI<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]FRIMLEY, UK <\/strong>\u2014 December 16th<\/sup> , 2020 <\/strong>\u2014 Genesys<\/a>\u00ae, the global leader in cloud customer experience<\/a> and contact centre solutions<\/a>, today announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers\u2019 ever-changing needs in the digital landscape. Consumers\u2019 lives are increasingly digital, blurring the lines between marketing, sales and service for brands. Businesses are recognising the strategic benefit to better orchestrate every consumer touchpoint.<\/p>\n

Genesys\u00a0Digital\u00a0will focus on\u00a0enabling\u00a0companies\u00a0to\u00a0keep pace with\u00a0consumers\u2019\u00a0evolving preferences\u00a0for digital engagement across the customer journey, whether\u00a0using web chat for\u00a0an\u00a0inquiry,\u00a0scheduling an appointment\u00a0via text\u00a0or\u00a0receiving care from\u00a0a chatbot.<\/p>\n

Genesys\u00a0is already seeing this transition in its\u00a0business\u00a0with digital\u00a0interactions\u00a0growing more than 300\u00a0percent\u00a0year on year.\u00a0In fact, 15 percent of\u00a0Genesys Cloud\u2122 customers are now digital first. In addition, many of the company\u2019s largest enterprise customers using Genesys Multicloud\u00a0are also experiencing a shift to digital with increasing volumes of chat sessions over phone calls.\u00a0IDC predicts that by 2021, 65 percent of organisations will have moved to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past[1]<\/a>.<\/p>\n

\u201cBusinesses have to reinvent how they connect with customers in a digital first world,\u201d said Tony Bates, chief executive officer (CEO), Genesys \u201cWe\u2019re broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience so they can connect with today\u2019s consumers, anywhere on their path, on their terms. The future of customer engagement won\u2019t be defined by channel, but rather the consumer\u2019s experience of initiating contact with that brand.\u201d<\/p>\n

Consumer-initiated, Digital-First Engagement<\/strong>\u00a0 <\/strong><\/p>\n

Genesys Digital is charged with delivering digital-based innovations driven by artificial intelligence (AI) that can be deployed independently or consumed alongside the company\u2019s product suite. Genesys appointed Barry O\u2019Sullivan as the executive vice president (EVP) and general manager (GM) of Genesys Digital and AI. Under his leadership, the company will expand its focus on enabling brands to leverage their rich customer service data to inform future interactions and achieve better outcomes in the contact center and beyond. O\u2019Sullivan transitions into the role from serving as the EVP and GM of Genesys Multicloud Solutions.<\/p>\n

John Hernandez has been promoted as the EVP and GM of Genesys Multicloud Solutions. Hernandez joined Genesys earlier this year as GM of Genesys Multicloud CX\u2122<\/sup>. He was previously CEO of Selligent, a cloud marketing platform, and chief operating officer (COO) of Salesforce\u2019s multi-billion-dollar Service Cloud business.<\/p>\n

Olivier Jouve<\/a> will continue to lead Genesys Cloud\u2122 as EVP and GM. Jouve will work closely with O\u2019Sullivan to advance the company\u2019s digital innovations, building on Genesys Cloud\u2019s track record of triple digit year-on-year growth for the last three years in a row.<\/p>\n

\u201cWe’ve been investing in digital and AI to provide smarter, more seamless service for customers, and we’re seeing tremendous progress,\u201d said Barry O\u2019Sullivan, EVP and GM of Genesys Digital and AI. \u201cWe are better positioned than ever to accelerate our innovation to help businesses restore the power of human connection through a digital interaction at every point in the customer experience.\u201d<\/p>\n

Cloud and Digital Services Growth Fuels Genesys Momentum <\/strong><\/p>\n

Despite the challenging environment, 2020 has been a record-setting year for Genesys across its business. With new bookings growth of more than 40 percent in every quarter of the year, the company has captured market share by acquiring hundreds of new customers, expanded deal sizes, increased cloud migrations and continued support of its install base. In addition, enterprise technology leaders, such as Adobe, Amazon Web Services, Google Cloud and Zoom, have fuelled the growth of the Genesys ecosystem as more companies look to extend the benefit of Experience as a Service SM<\/sup>. As a result\u00a0of\u00a0its vision and progress,\u00a0Genesys\u00a0has been recognised for its cloud market leadership from\u00a0nearly all major\u00a0industry analyst firms<\/a>\u00a0including Forrester<\/a>,\u00a0Frost and Sullivan<\/a>\u00a0and\u00a0OMDIA<\/a>.<\/p>\n

About Genesys<\/strong><\/p>\n

Every year, Genesys\u00ae delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experiences as a ServiceSM <\/sup>so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud\u2122, an all-in-one solution and the world\u2019s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit https:\/\/www.genesys.com\/en-gb<\/a>.<\/p>\n

\u00a92020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, and the Genesys logo, are trademarks 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

Contact<\/strong>:<\/p>\n

Janna Virtanen<\/strong><\/p>\n

Senior Public Relations Manager EMEA<\/p>\n

Genesys<\/p>\n

janne.virtanen@genesys.com<\/p>\n

+44 7408 885099<\/p>\n

Whiteoaks PR<\/strong>
\ngenesys@whiteoaks.com<\/a><\/p>\n

[1]<\/a> IDC FutureScape: Worldwide Future of Customer and Consumer 2021 Predictions <\/strong>(IDC, Oct. 2020, Alan Webber)[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]12\/16\/2020[\/vc_column_text][vc_column_text] Genesys Launches the Future of Digital Customer Engagement New Genesys Digital business unit led by Barry O\u2019Sullivan builds on the company\u2019s leadership in customer experience and AI [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]FRIMLEY, UK \u2014 December 16th , 2020 \u2014 Genesys\u00ae, the global leader in cloud customer experience and […]<\/p>\n","protected":false},"author":675,"featured_media":0,"template":"","class_list":["post-357697","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"12\/16\/2020","utm_pass":false,"asset_expiration":"","disable_chat":false,"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","toggle_exceed_chat":false,"enable_external_utm":false},"news_date":"2020-12-16","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/357697","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\/357697\/revisions"}],"predecessor-version":[{"id":508413,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/357697\/revisions\/508413"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=357697"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}