{"id":348624,"date":"2020-10-22T19:16:07","date_gmt":"2020-10-23T02:16:07","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=348624"},"modified":"2020-11-01T19:17:16","modified_gmt":"2020-11-02T03:17:16","slug":"genesys-celebrates-30-years-of-innovation","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/genesys-celebrates-30-years-of-innovation","title":{"rendered":"Genesys Celebrates 30 Years of Innovation"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]This week, 30 years ago, Genesys was incorporated as a company in San Francisco.<\/p>\n

We\u2019re grateful to all our customers, especially the approximately 30 (interestingly enough) from around the world who\u2019ve been with us for the company\u2019s history, and to our employees and partners who\u2019ve enabled our journey to become the leading multicloud company we are today.<\/p>\n

As we reflect on our history, we\u2019re particularly proud of our strong record of consistent innovation over the past three decades. We\u2019ve had a number of firsts, including the first digital channels (email and chat) in 1998, the first contact centre in the cloud in 2009, the first suite of artificial intelligence (AI)-powered applications in 2019 \u2014 and the first multicloud customer experience offering in 2020.<\/p>\n

Looking ahead, our vision is to create a new category in the customer experience industry called Experiences as a ServiceSM<\/sup>. And that vision is grounded in the concept of empathy.<\/p>\n

Empathy is a powerful construct for better businesses and a better world. It\u2019s not a synonym for being nice<\/em>. Empathy is about respect; it\u2019s understanding the context of a person\u2019s situation and treating him or her in light of their unique situation. In some circumstances, empathy can be transactional. Other situations call for a more personal interaction. In an ideal world, the type of interaction would be determined by the recipient\u2019s needs and preferences. After an empathetic interaction \u2014 no matter the message \u2014 recipients feel understood and that they\u2019ve been treated with dignity and respect.<\/p>\n

I believe empathy is the next frontier in technology. And Genesys uniquely positioned to deliver on that promise.<\/p>\n

Our contact centre solutions support more than 70 billion customer experiences each year. We can take the data from those interactions, combine it with customer data from other companies (see our recent press release<\/a> on our partnership with Adobe) and then orchestrate that data using cloud technology and AI to deliver hyper-personalised experiences for customers.<\/p>\n

Based on a customer\u2019s preferences, our solution will anticipate when to send a transactional request to a bot and when to route a more complex situation to a customer service agent.\u00a0 When that call, email or text is sent to an agent, the agent receives the customer\u2019s full-service history as context before they even answer the call. This means customers have an experience that\u2019s efficient, effective and personal \u2014 three pillars to an empathetic experience.<\/p>\n

At Genesys, we\u2019re very proud of what we\u2019ve achieved in the past 30 years and we\u2019re ready to bring another 30 years of exciting innovation to the market \u2014 starting with Experience as a Service<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]This week, 30 years ago, Genesys was incorporated as a company in San Francisco. We\u2019re grateful to all our customers, especially the approximately 30 (interestingly enough) from around the world who\u2019ve been with us for the company\u2019s history, and to our employees and partners who\u2019ve enabled our journey to become the leading multicloud company […]<\/p>\n","protected":false},"author":695,"featured_media":343839,"template":"","tax_priority":[],"tax_blogtype":[17766],"tax_blogcategory":[15928,13117,13214,16065],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-348624","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-executives-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-digital-en-sg","tax_blogcategory-inside-genesys-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/348624","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/695"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/348624\/revisions"}],"predecessor-version":[{"id":348627,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/348624\/revisions\/348627"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/343839"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=348624"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=348624"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=348624"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=348624"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=348624"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=348624"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=348624"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=348624"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=348624"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=348624"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=348624"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=348624"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=348624"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}