{"id":408631,"date":"2021-11-15T05:38:02","date_gmt":"2021-11-15T13:38:02","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=408631"},"modified":"2021-11-15T02:17:19","modified_gmt":"2021-11-15T10:17:19","slug":"google-cloud-and-genesys-enable-organisations-to-better-connect-customer-experiences","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/google-cloud-and-genesys-enable-organisations-to-better-connect-customer-experiences","title":{"rendered":"Google Cloud and Genesys Enable Organisations to Better Connect Customer Experiences"},"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″]11\/15\/2021[\/vc_column_text][vc_column_text]<\/p>\n

Google Cloud and Genesys Enable Organisations to Better Connect Customer Experiences<\/h1>\n

Companies expand their partnership to deliver integrated platform offerings that meet the needs of progressive consumer behaviours and distributed workforces<\/em><\/h2>\n

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San Francisco and Sunnyvale, Calif., November 15, 2021<\/span><\/b> – Genesys\u00ae, a global cloud leader in customer experience orchestration, and Google Cloud announced today an expansion of their strategic partnership to help organisations connect customer support and experiences in a more distributed, digital world. <\/span><\/p>\n

\u201cConsumers have the authority to instantly change the trajectory of an organisation’s future and an industry\u2019s relevancy,\u201d said Tony Bates, CEO and Chairman of Genesys. \u201cTo thrive in this new customer-led landscape, companies must deliver the personalised experiences people want. Google is a pioneer in deep consumer knowledge; partnering with such an innovator will be a true game-changer for customers and employees around the world.\u201d <\/span><\/p>\n

To help organisations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CXTM<\/sup> solution to Google Cloud, enabling organisations to deploy a private edition of its customer experience platform on Google Cloud\u2019s trusted, secure, and scalable infrastructure. With Genesys Multicloud CX private edition, organisations will have an open multicloud path to embrace the next step of their customer experience (CX) evolution on Google Cloud infrastructure.<\/span><\/p>\n

Genesys also plans to deepen its integration with Google Cloud Contact Centre AI (CCAI), BigQuery and Kubernetes Engine (GKE). With these deep integrations across multiple Google Cloud services and technologies, organisations can use real-time streaming events and historical data from across their businesses on their preferred infrastructure for governance, controls, and customisation across multiple private and public cloud environments. <\/span><\/p>\n

\u201cToday\u2019s consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone,\u201d said Thomas Kurian, CEO of Google Cloud. \u201cPartnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning and data analytics to deliver the best possible outcomes for consumers.\u201d <\/span><\/p>\n

Building on a multi-year alliance, the two companies will collaborate on next-generation applications of artificial intelligence (AI), machine learning and data analytics to create new solutions to enable organisations to deliver even stronger, more intuitive and more responsive experiences. By bringing together experience orchestration capabilities from Genesys and AI, machine learning and data analytics capabilities from Google Cloud, the companies will develop new solutions in areas like customer journeys, automated customer care, predictive customer satisfaction, AI-driven multifactor authentication, and unique conversational channels that leverage Google Search, Maps and other services. <\/span><\/p>\n

In addition, Genesys has made it possible for organisations to access Genesys customer experience solutions directly through the Chrome OS by embedding it in the Chrome web browser. This means it\u2019s accessible on any web page an agent might use during the day \u2014 giving them the freedom to quickly find the best information to help customers. <\/span><\/p>\n

Organisations have already realised the strategic benefit of connecting Google Cloud and Genesys across their businesses \u2013 from marketing campaigns to logistics management to staffing and employee interactions. Delivering dynamic experiences such as these offers them a competitive differentiator now \u2014 and in the future. According to Gartner\u00ae, \u201c[b]y 2026, basic buying and selling experiences will be commoditised, and businesses will differentiate based on connected customer and employee experiences.\u201d (Gartner, \u201cFuture of Work Trends: Top 3 Customer Experience Trends,\u201d 18 October 2021, Don Scheibenreif, Tori Paulman)\u00a0<\/span><\/p>\n

Industry leaders like Electrolux and Woolworths, as well as public sector agencies at the federal, state and local levels, all are already on the path of transformation by leveraging Genesys and Google Cloud. For example, Woolworths, the largest food retailer in Australia, integrated the Genesys platform with Google Cloud Dialogflow to build a smart IVR and create Olive, an ultra-efficient virtual assistant powered by conversational AI. Combined with a smart search feature developed by Woolworths that uses Genesys open APIs, a customer can now simply say \u2018The oranges are missing from my order.\u2019 Olive then cross-checks, processes a refund and sends a text confirmation to the customer. Thanks to Olive, thousands of customer interactions are handled end to end \u2014 allowing Woolworths customer service team to spend time resolving more complex inquiries. <\/span><\/p>\n

\u201cWe\u2019ve seen a massive shift to online shopping since the pandemic, creating rapid growth in interactions with our contact centres,\u201d said Alex Colorado, Engineering Manager, Conversational AI at Woolworths. \u201cTo help our contact centres manage the influx of calls and chats, we developed our voicebot, Olive, by integrating the Genesys platform with Google Cloud Dialogflow. Having conversational AI capabilities enables us to be more customer-focused so that we can interact with our customers in whatever way feels natural to them.\u201d<\/span><\/p>\n

Additionally, energy company American Electric Power will leverage the insights created by the Genesys and Google Cloud partnership to provide a more seamless, personalised experience for its customers.<\/span><\/p>\n

\u00a0<\/span><\/p>\n

Availability <\/span><\/b><\/p>\n

\u00b7 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/span>Google Cloud CCAI<\/span> is currently available as a native integration for Genesys Multicloud CX and through the AppFoundry\u00ae for the Genesys CloudTM<\/sup> platform.<\/span><\/p>\n

\u00b7\u00a0 \u00a0 \u00a0 \u00a0 <\/span><\/span>Genesys Multicloud CX private edition is expected to be available for Google Kubernetes Engine within the next 90 days globally.<\/span><\/p>\n

Gartner Disclaimer<\/strong><\/p>\n

GARTNER is registered trademark and service mark of Gartner, Inc. and\/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.<\/p>\n

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

Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a ServiceSM<\/sup> our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.<\/p>\n

\u00a92021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Multicloud CX, Genesys DX 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.<\/p>\n

\u00a0<\/strong><\/p>\n

About Google Cloud<\/strong><\/p>\n

Google Cloud accelerates organisations\u2019 ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google\u2019s cutting-edge technology \u2013 all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.[\/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″]11\/15\/2021[\/vc_column_text][vc_column_text] Google Cloud and Genesys Enable Organisations to Better Connect Customer Experiences Companies expand their partnership to deliver integrated platform offerings that meet the needs of progressive consumer behaviours and distributed workforces [\/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] San Francisco and Sunnyvale, Calif., November 15, 2021 – Genesys\u00ae, a global […]<\/p>\n","protected":false},"author":675,"featured_media":0,"template":"","class_list":["post-408631","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"11\/15\/2021","utm_pass":false,"asset_expiration":"","enable_external_utm":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":""},"news_date":"2021-11-15","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/408631","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":2,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/408631\/revisions"}],"predecessor-version":[{"id":408633,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/408631\/revisions\/408633"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=408631"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}