{"id":357778,"date":"2020-12-16T14:58:33","date_gmt":"2020-12-16T22:58:33","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=357778"},"modified":"2022-12-11T15:23:48","modified_gmt":"2022-12-11T23:23:48","slug":"genesys-launches-the-future-of-digital-customer-engagement","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/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”][vc_row][vc_column][vc_column_text]As Genesys brings to close an extraordinary year in which we\u2019ve grown new bookings more than 40% in every quarter, we\u2019re firmly planting a stake in the ground for the future by creating Genesys Digital. Industry veteran Barry O\u2019Sullivan will lead this new business unit.<\/p>\n

Genesys Digital will enable companies to address the latest technology trends as well as 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 recognise the strategic benefit to better orchestrate every consumer touchpoint. This new business unit will assist companies in keeping pace with shifting consumer preferences for digital engagement across the customer journey \u2014 whether they\u2019re using web chat for an inquiry, scheduling an appointment via text or receiving care from a chatbot.<\/p>\n

Genesys is already seeing this shift in its business, with digital interactions growing more than 300% year-over-year. Approximately 15% of Genesys Cloud\u2122<\/a> customers are now digital first. In addition, many of the company\u2019s largest enterprise customers using Genesys Multicloud are experiencing a shift to digital with increasing volumes of chat sessions over phone calls. IDC predicts that by 2021, 65% of organisations will have shifted to digital-first through automated operations and contactless experiences, as physical interactions become a service of the past.<\/p>\n

We\u2019re broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience. This will allow them to connect with today\u2019s consumers in the channel (digital<\/a> or voice<\/a>) they prefer. The channel won\u2019t define the future of customer engagement; the consumer\u2019s experience of initiating contact with that brand will be the defining moment.<\/p>\n

Genesys Digital will deliver digital-based, artificial intelligence (AI)-driven innovations that can be deployed independently or consumed with our company\u2019s product suite. And, with the creation of this new business unit, three industry disruptors and experienced executives will lead our product portfolio.<\/p>\n