{"id":533627,"date":"2024-08-20T19:37:04","date_gmt":"2024-08-21T02:37:04","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/best-practices-for-cloud-migration-with-a-proven-roi"},"modified":"2024-08-20T19:49:05","modified_gmt":"2024-08-21T02:49:05","slug":"best-practices-for-cloud-migration-with-a-proven-roi","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/best-practices-for-cloud-migration-with-a-proven-roi","title":{"rendered":"Best practices for cloud migration with a proven ROI"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1722005400962{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h2>Best practices for cloud migration with a proven ROI<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<strong>Hear directly from customers about their cloud journey and see the powerful capabilities of Genesys Cloud<\/strong>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Event\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Best practices for cloud migration with a proven ROI\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/533627?thankyou=533627&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]Artificial intelligence (AI) continues to transform every area of business and open up new opportunities for growth. However, many organisations are struggling to implement AI-powered capabilities because of siloed systems and fragmented data.<\/p>\n<p>A cloud foundation enables the major capabilities needed to deliver end-to-end, AI-powered experiences. Watch this session now and see how the Genesys Cloud\u2122 platform delivers key capabilities to unify data, enable organisations with the full context of the customer and enable AI for the contact centre.<\/p>\n<p>During the session, contact centre leaders from Nationwide and Modivcare will also detail their journey to the cloud. They\u2019ll go in depth on the technical requirements they had in making the move. And they\u2019ll describe how Genesys Cloud made a significant impact on their ability to modernise their tech stack; enhance their customer and employee experience; and deliver on the promise of AI.[\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><p class=\"h4\">Watch the session now and gain insights on:<\/p>\n<ul>\n<li>Key factors that led customers to migrate to the cloud<\/li>\n<li>Benefits of the cloud migration at Nationwide and Modivcare<\/li>\n<li>Key capabilities of the Genesys Cloud platform<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/300x300-John-Neidhart.png\" alt=\"John Neidhart\" ><\/div><div class=\"details\"><p class=\"name h5\">John Neidhart<\/p><p class=\"info\">Director, Contact Centre Shared Technology, Nationwide Insurance<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/300x300-Richard-Kasper.png\" alt=\"Richard Kasper\" ><\/div><div class=\"details\"><p class=\"name h5\">Richard Kasper<\/p><p class=\"info\">Vice President, Automated Communications, Modivcare<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/300x300-Jason-Alley.png\" alt=\"Jason Alley\" ><\/div><div class=\"details\"><p class=\"name h5\">Jason Alley<\/p><p class=\"info\">Senior Director, Product Marketing, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/300x300-Kyle-Kuntz.png\" alt=\"Kyle Kuntz\" ><\/div><div class=\"details\"><p class=\"name h5\">Kyle Kuntz<\/p><p class=\"info\">Vice President, CX Evolution, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] On-demand webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1722005400962{margin-bottom: 20px !important;}&#8221;] Best practices for cloud migration with a proven ROI [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Hear directly from customers about their cloud journey and see the powerful capabilities of Genesys Cloud[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]Artificial intelligence (AI) continues to transform every area of business [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":531132,"template":"","tax_priority":[54],"tax_contenttheme":[14902,14903,14904],"tax_bundle":[],"tax_contenttheme2":[16139,16156,18481],"tax_capability_sitewide":[16201,18170,18482],"tax_products_programs":[],"tax_buying_job":[16651,16738],"tax_buyer_persona":[16887,16919],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079,17104],"class_list":["post-533627","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-improve-employee-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_contenttheme2-improve-employee-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-cloud-migration-en-sg","tax_capability_sitewide-integrations-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buying_job-job-5-validation-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_content_type-video-en-sg"],"acf":{"utm_pass":false,"disable_chat":false,"asset_expiration":"","item_nav_hide":"no","no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"enable_external_utm":false,"enable_ab_test":false,"add_to_global_events":false,"meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_tycontent":"","next_steps_type":"default","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":226828,"post_author":"1","post_date":"2020-02-03 09:32:58","post_date_gmt":"2020-02-03 17:32:58","post_content":"[vc_section vib=\"enable\" g_section_text=\"white\" full_width=\"stretch_row\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1623987728708{padding-top: 0px !important;padding-bottom: 0px !important;background-image: url(https:\/\/www.genesys.com\/media\/navy-leftwave-bg.svg?id=382643) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\"][vc_column width=\"1\/2\" css=\".vc_custom_1623988597427{padding-top: 4.167rem !important;padding-bottom: 4.167rem !important;}\"][vc_column_text]\r\n<h1>Future-proof your contact centre<\/h1>\r\n<p class=\"text-22 font-weight-regular\">The Genesys Cloud\u2122 platform gives you the scale and flexibility you need to always stay a step ahead.<\/p>\r\n[\/vc_column_text][component_button primary_cta=\"url:%2Fen-sg%2Fcampaign%2Fgenesys-cloud-guided-tour|title:Take%20the%20tour|target:_blank\" css=\".vc_custom_1679456785192{margin-top: 2rem !important;}\" secondary_cta=\"url:%2Fen-sg%2Fresources%2Fthe-genesys-cloud-cx-platform|title:Get%20the%20guide|target:_blank\"][\/vc_column][vc_column v_align=\"flexend\" width=\"1\/2\" css=\".vc_custom_1623988093921{padding-top: 4.167rem !important;}\" offset=\"vc_hidden-xs\" el_class=\"align-self-end\"][vc_single_image image=\"383467\"][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\"stretch_row\" flair=\"%5B%7B%22flair_image%22%3A%22383522%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%221660px%22%2C%22flair_left%22%3A%220%22%2C%22flair_bottom%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text]\r\n<h3>Compose a customer experience symphony<\/h3>\r\nIt\u2019s hard to conduct a customer experience (CX) concerto when you have to spend the bulk of your IT resources just tuning instruments.\r\n\r\nThat\u2019s where the composable all-in-one design of Genesys Cloud comes into play. Alongside an extensive suite of native capabilities, its open architecture makes it simple to integrate with existing systems or to extend functionality. Agents can quickly master its intuitive interface to craft more personalised, empathetic customer experiences. And you\u2019ll be orchestrating new levels of IT harmony by continually balancing sustainability and innovation.[\/vc_column_text][\/vc_column][vc_column width=\"7\/12\"][vc_single_image image=\"383521\"][\/vc_column][\/vc_row][vc_row background_color=\"bgc-navy\" equal_height=\"yes\" content_placement=\"middle\" el_class=\"rounded-sm p-2\"][vc_column width=\"1\/3\"][vc_single_image image=\"368538\" alignment=\"center\" si_max_width=\"270px\"][\/vc_column][vc_column width=\"2\/3\"][vc_column_text]\r\n<p class=\"text-26\">See how an enterprise customer goes global with over 900 agents to personalise the digital buying experience for more than 5 million members worldwide.<\/p>\r\n[\/vc_column_text][component_button primary_cta=\"url:%2Fcustomer-stories%2Ftechstyleos|title:Learn%20more|target:_blank\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-lg-offset-1\"][vc_column_text]\r\n<h3 style=\"text-align: center;\">Innovation without limitation<\/h3>\r\n<p style=\"text-align: center;\">Genesys Cloud is designed to take full advantage of modern cloud strategies and technologies. A microservices-based architecture, API-first development, open data and artificial intelligence (AI) give you rapid innovation, agility and resilience. The platform\u2019s composable design optimises your CX tech stack so you can focus on configuring and harmonising only the tools your business needs, with minimal disruption.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\"][component_card icon_genesys=\"fak fa-gen-checkmark\" icon_color=\"text-navy\" background_color=\"bgc-yellow\"]\r\n<h5>Differentiate faster<\/h5>\r\nUse an optimal mix of platform APIs and the industry\u2019s most comprehensive set of native productised features to create innovative experiences for customers and employees alike. Direct your development resources to high-impact projects instead of rebuilding apps that are already commercially available and easy to integrate.[\/component_card][\/vc_column][vc_column width=\"1\/3\"][component_card icon_genesys=\"fak fa-gen-copy-2\" icon_color=\"text-navy\" background_color=\"bgc-yellow\"]\r\n<h5>Adapt easier<\/h5>\r\nSay yes to more IT initiatives and sustain differentiation by empowering every layer of the business to adapt quickly to changes. Synthesise CX systems, data and channels with ease using out-of-the-box capabilities, simple integration methods, a robust marketplace and continuous innovation.[\/component_card][\/vc_column][vc_column width=\"1\/3\"][component_card icon_genesys=\"fak fa-gen-orchestration\" icon_color=\"text-navy\" background_color=\"bgc-yellow\"]\r\n<h5>Orchestrate better<\/h5>\r\nModernise your contact centre with the Genesys Cloud API-first microservices architecture. Its modular, composable design enables you to orchestrate a CX tech stack that\u2019s both flexible and resilient. Plus, Genesys can handle upgrades, innovation, security and management, greatly reducing your IT footprint and costs.\r\n\r\n[\/component_card][\/vc_column][\/vc_row][vc_row][vc_column][component_cta_block button_color=\"btn-secondary\" background_color=\"bgc-yellow\" media=\"474042\" cta=\"url:%2Fen-sg%2Fresources%2Ffrost-radar-asia-pacific-cloud-contact-center-services-2023%3Fost_tool%3Dwebsite%26ost_campaign%3Dft-banner|title:Get%20the%20report\"]\r\n<h3 class=\"h4 font-swb\">#1\u00a0leadership position for the\u00a0second year in a row<\/h3>\r\n<p class=\"text-22\">Genesys ranked highest in growth and innovation\r\nin 2023 Frost &amp; Sullivan report<\/p>\r\n[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=\"white\" m_background_color=\"bgc-light-blue\" full_width=\"stretch_row\" flair=\"%5B%7B%22flair_image%22%3A%22383552%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1623985164807{margin-top: 4.167rem !important;margin-bottom: 1.889rem !important;}\"][vc_row content_placement=\"middle\" r_advbg_min_height=\"530px\"][vc_column width=\"5\/12\"][vc_column_text]\r\n<h2 class=\"font-swb\">Platform architecture<\/h2>\r\nThrough a composable architecture that enables engineers to treat infrastructure as code, Genesys Cloud gives you unmatched scale, flexibility, uptime and security.[\/vc_column_text][component_button button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcloud-platform%2Farchitecture|title:View%20architecture|target:_blank\" css=\".vc_custom_1679456831438{margin-top: 2rem !important;}\"][\/vc_column][vc_column width=\"7\/12\"][featured_box background_color=\"bgc-navy\" media=\"383543\"]\r\n<h2 class=\"font-swb\" style=\"font-size: 6.889rem;\">26.7%<\/h2>\r\naverage TCO savings in the first five years among customers migrating to Genesys Cloud[\/featured_box][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"2\/3\" offset=\"vc_col-xs-12\"][vc_single_image image=\"467735\"][\/vc_column][vc_column v_align=\"middle\" width=\"1\/3\" elemental_order=\"order-2\"][vc_single_image image=\"383077\" si_max_width=\"70px\" css=\".vc_custom_1623899709158{margin-bottom: 1rem !important;}\" el_class=\"globe-rotate\"][rawcss raw_css=\"Lmdsb2JlLXJvdGF0ZSUyMGltZyUyMCU3QiUwQSUyMHRyYW5zZm9ybSUzQSUyMHJvdGF0ZVklMjgtMTVkZWclMjklM0IlMEElN0Q=\"][vc_column_text]\r\n<h2 class=\"font-swb\">Global regions<\/h2>\r\nThe Genesys Cloud platform is designed to provide maximum geographical coverage for companies worldwide.[\/vc_column_text][component_button primary_cta=\"url:%2Fen-sg%2Fcloud-platform%2Fglobal-availability|title:See%20regions|target:_blank\" css=\".vc_custom_1679456842791{margin-top: 2rem !important;}\"][\/vc_column][\/vc_row][\/vc_section][vc_section css=\".vc_custom_1611256925225{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_row][vc_column][chunker chunk_template=\"356562\"][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\"stretch_row\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row css=\".vc_custom_1605208891645{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column width=\"5\/6\" el_class=\"h4-color-blue\" css=\".vc_custom_1623994789591{padding-top: 0px !important;padding-bottom: 0px !important;}\" offset=\"vc_col-lg-offset-1\"][vc_column_text css=\".vc_custom_1623901976843{padding-top: 5.556rem !important;}\"]\r\n<h2 class=\"heading\" style=\"text-align: center;\">Craft experiences others have yet to imagine<\/h2>\r\n<p class=\"sub-heading\" style=\"text-align: center;\">Create exceptional customer and agent experiences by arranging the ideal mix of capabilities for your unique business needs. And gain greater agility by consuming ready-made services you no longer have to build, saving you valuable time and resources.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=\".vc_custom_1623994251734{margin-top: -4.167rem !important;padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column el_class=\"h4-color-blue\" css=\".vc_custom_1605208885521{padding-top: 0px !important;padding-bottom: 0px !important;}\"][sectionaccordiontabs grid_columns=\"3\" initial_opened=\"1\"][accordiontabitem item_icon_type=\"genesys\" icon_genesys=\"fak fa-gen-layers\" item_columns=\"3\" item_title=\"Unify with all-in-one\"][innertabitem inner_title=\"Single solution\" inner_link=\"url:%2Fen-sg%2Fgenesys-cloud|title:Learn%20more\"]Genesys Cloud delivers the broadest and deepest set of all-in-one Contact Centre\r\n\r\nas a Service (CCaaS) capabilities available to expedite progress, reduce complexity and simplify the user experience. This means your team doesn\u2019t have to build as much. And, because of the constantly evolving power of the platform, your development work has a greater impact.[\/innertabitem][innertabitem inner_title=\"Single set of microservices\" inner_link=\"url:%2Fen-sg%2Fcloud-platform%2Farchitecture|title:Learn%20more\"]<span style=\"font-weight: 300;\">Deploy a single set of microservices built to work together from the start, including major services such as base, carrier, application, AI and analytics services. This speeds your deployment, expansion and access to innovation.<\/span>[\/innertabitem][innertabitem inner_title=\"Single toolset\"]Give your developers a single set of contact centre APIs, SDKs and developer tools. Your team will spend less time learning different environments and connecting applications to deliver. And they\u2019ll build on a complete solution in the cloud.[\/innertabitem][innertabitem inner_title=\"Single interface\"]Get a single do-it-all interface for developers, administrators, operations experts, supervisors and agents. From system configuration and customisation to engaging employees and customers in more personal ways, a single web-based interface makes it easy for your teams to do their jobs.[\/innertabitem][innertabitem inner_title=\"Single support team\"]While other cloud contact centre providers offer complete solutions, their underlying applications are typically built separately, combined later or come from third parties. Employing a wide range of powerful capabilities using a single set of services means you only have to work with one team of experts.[\/innertabitem][\/accordiontabitem][accordiontabitem item_icon_type=\"genesys\" icon_genesys=\"fak fa-gen-puzzle\" item_columns=\"3\" item_title=\"Add simply\"][innertabitem inner_title=\"Genesys Cloud for Salesforce\" inner_link=\"url:%2Fen-sg%2Fcapabilities%2Fcloud-and-salesforce|title:Learn%20more\"]Add Genesys Cloud interaction controls directly into your Salesforce interface with a pre-built integration by Genesys. Interaction types supported include inbound voice, callback, outbound dialling, chat, email, messages and voicemail. You can also route Salesforce emails, add click-to-dial, store interaction details within Salesforce and more. A free trial and single-click install are available on the Genesys AppFoundry\u00ae Marketplace.[\/innertabitem][innertabitem inner_title=\"Bots with Genesys Cloud\" inner_link=\"url:%2Fen-sg%2Fcapabilities%2Fchatbots|title:Learn%20more\"]Add the best bot for the best use case. Easily integrate AI chatbots and voicebots for conversational interactivity with customers. You can choose from our native bot solution and intuitive flow builder, Dialog Engine Bot Flows, or bring your own favourite bot from major providers including Google Dialogflow, Amazon Lex, Nuance and more partners you can browse in the AppFoundry.[\/innertabitem][innertabitem inner_title=\"Microsoft Teams and Dynamics 365 Connector\" inner_link=\"url:https%3A%2F%2Fappfoundry.genesys.com%2Ffilter%2Fgenesyscloud%2Flisting%2Fcea64bdf-81e2-42bb-8b36-7418bda7fab4|title:Learn%20more|target:_blank\"]\r\nConnect your enterprise-grade systems to your contact centre software. With the Microsoft Teams integration, employees can easily communicate and collaborate across departments to boost knowledge-sharing and break down silos. And by integrating Dynamics, you can rapidly deliver customer information to agents during a call using call data from Genesys Cloud in concert with your Dynamics account. A free trial and single-click installation are available in the AppFoundry.\r\n[\/innertabitem][innertabitem inner_title=\"AppFoundry\" inner_link=\"url:https%3A%2F%2Fappfoundry.genesys.com%2Ffilter%2Fpurecloud|title:Learn%20more||\"]\r\nBrowse the AppFoundry to choose from a curated selection of integrations, applications and services that complement the Genesys Cloud solution to meet your specific requirements. You\u2019ll find CRM integrations, unified communications solutions, additional analytics tools, business intelligence, knowledge apps and more.\r\n[\/innertabitem][innertabitem inner_title=\"Partner network\" inner_link=\"url:%2Fen-sg%2Fpartners|title:Learn%20more\"]Connect with one of our partners to customise your Genesys Cloud solution using an existing add-on app or something they\u2019ve developed specifically for you. We\u2019ll help you find the right partner based on your requirements and industry segment. Find the right value-add reseller, strategic alliance partner or technology partner, depending on your needs.[\/innertabitem][\/accordiontabitem][accordiontabitem item_icon_type=\"genesys\" icon_genesys=\"fak fa-gen-agile\" item_columns=\"3\" item_title=\"Extend easily\"][innertabitem inner_title=\"Web hooks\" inner_link=\"url:https%3A%2F%2Fhelp.genesys.cloud%2Farticles%2Fwebhooks-integrations%2F|title:Learn%20more||\"]Use web hooks to automatically post notifications about events occurring in one of your enterprise web applications to Genesys Cloud chat rooms. You use a query to set up the types of events to push, and then select which chat rooms should receive those notifications. The Genesys Cloud platform supports web hook integrations with a variety of third-party systems, including Bitbucket, GitHub, Jenkins, JIRA, PagerDuty, Pivotal Tracker, StatusPage, Trello, UserVoice and Zendesk.[\/innertabitem][innertabitem inner_title=\"Data actions\" inner_link=\"url:https%3A%2F%2Fhelp.genesys.cloud%2Farticles%2Fabout-the-data-actions-integrations%2F|title:Learn%20more||\"]Gather data using external systems and tools and then perform actions in Genesys Cloud applications. You can use pre-built data actions, or build custom ones, to make routing decisions within your interaction flow in Architect. Then present the information to your agents in scripts or act on data in other ways. Use our pre-built data actions for Salesforce, Zendesk, Microsoft, Amazon Web Services (AWS) and Genesys Cloud \u2014 or build custom actions against most JSON-based web services.[\/innertabitem][innertabitem inner_title=\"Events (Coming soon)\" inner_link=\"|||\"]Genesys Cloud events let you react in real time to changing conditions within your contact centre, wire-up events from other enterprise applications, perform operations on schedule and more. Use Architect workflows to keep your enterprise applications communicating with each other and ensure they\u2019re always synchronised.[\/innertabitem][\/accordiontabitem][accordiontabitem item_icon_type=\"genesys\" icon_genesys=\"fak fa-gen-dev\" item_columns=\"3\" item_title=\"Develop powerfully\"][innertabitem inner_title=\"Embeddable frameworks\" inner_link=\"url:https%3A%2F%2Fdeveloper.mypurecloud.com%2Fapi%2Fembeddable-framework%2Findex.html|title:Learn%20more||\"]Make it easy for your development team to put Genesys Cloud services inside your systems and tools with our embeddable framework. A common framework is shared by our CRM system and browser extension integrations, including Chrome, Firefox, Salesforce and Zendesk. The framework manages the interaction lifecycle, making API calls for the most common agent functions. Improvements to the Genesys Cloud platform are automatically available to your implementation.[\/innertabitem][innertabitem inner_title=\"APIs\" inner_link=\"url:https%3A%2F%2Fdeveloper.mypurecloud.com%2Fapi%2F|title:Learn%20more||\"]Your developers can build almost anything, in any programming language, using the same fully secured and versioned public REST APIs that are used to build the Genesys Cloud all-in-one solution. Get APIs specific to your platform, co-browse, embeddable frameworks, screen share, web chat, web services, data dip, web hooks, WebRTC softphone and client apps. As an API-first native cloud, the Genesys Cloud platform handles billions of API requests weekly.[\/innertabitem][innertabitem inner_title=\"SDKs\" inner_link=\"url:https%3A%2F%2Fdeveloper.mypurecloud.com%2Fapi%2Frest%2Fclient-libraries%2F|title:Learn%20more||\"]Grant developers access to client libraries that wrap REST API calls in a simple-to-use interface for integrating the Genesys Cloud platform with your other applications. Documentation and source code are provided for the following languages: JavaScript, Java, Microsoft .NET, Ruby, Python, iOS and Go.[\/innertabitem][innertabitem inner_title=\"Developer blueprints and templates\" inner_link=\"url:https%3A%2F%2Fdeveloper.mypurecloud.com%2F|title:Learn%20more||\"]Quickly extend your Genesys Cloud functionality using developer blueprints and templates. Use easy step-by-step guides to address unmet business needs or import ready-to-use configuration assets, such as data actions, call flows and bots. Choose from a wide selection of existing support materials that allow you to discover and create novel solutions for your customers.[\/innertabitem][innertabitem inner_title=\"Genesys Cloud Developer Centre\" inner_link=\"url:https%3A%2F%2Fdeveloper.mypurecloud.com%2F|title:Learn%20more||\"]Give your dev team one place to go for all they need to build on the platform quickly. The Genesys Cloud Developer Centre offers traditional resources, such as API and SDK documentation, open-source code examples and step-by-step tutorial projects. It also gives you access to easy-to-use development tools and a developer community for collaborating with experts.[\/innertabitem][innertabitem inner_title=\"Genesys Cloud Dev Community\" inner_link=\"url:https%3A%2F%2Fdeveloper.mypurecloud.com%2Fforum%2F|title:Learn%20more||\"]Join the discussion in a forum curated by developer evangelists and contributors to the core Genesys Cloud platform. Use the forum to engage with experts on best practices, functional capabilities and common issues. And learn from your peers.[\/innertabitem][\/accordiontabitem][accordiontabitem item_icon_type=\"genesys\" icon_genesys=\"fak fa-gen-commerce\" item_columns=\"3\" item_title=\"Consume flexibly\"][innertabitem inner_title=\"Three plans\" inner_link=\"url:%2Fen-sg%2Fpricing|title:Learn%20more\"]Choose from three simple Genesys Cloud pricing plans, based on the capabilities you need.[\/innertabitem][innertabitem inner_title=\"Add-on bundles\" inner_link=\"url:https%3A%2F%2Fhelp.genesys.cloud%2Farticles%2Fadd-a-bundle-of-digital-channels-to-your-subscription%2F|title:Learn%20more||\"]Need a flexible option? Add digital channels and workforce management bundles to Genesys Cloud 1 or Genesys Cloud 2 plans, if you need them. Everyone in your organisation can have access to the additional capabilities, or you can limit access to specific users.[\/innertabitem][innertabitem inner_title=\"Billing options\" inner_link=\"|||\"]Choose the billing option that works best for you: billing based on named users, concurrent users or at an hourly rate for the total duration of time users are logged into your Genesys Cloud solution.[\/innertabitem][innertabitem inner_title=\"Voice services\" inner_link=\"url:https%3A%2F%2Fhelp.genesys.cloud%2Farticles%2Fabout-purecloud-voice%2F|title:Learn%20more||\"]Use convenient and flexible voice services. Make it simple by using our VoIP telephony service, Genesys Cloud Voice or keep your existing cloud carrier service by choosing Bring Your Own Carrier (BYOC).[\/innertabitem][innertabitem inner_title=\"Unified communications\" inner_link=\"url:%2Fen-sg%2Fcapabilities%2Fcollaboration-tools|title:Learn%20more\"]Unified communications and collaboration (UCC) capabilities are included with the Genesys Cloud all-in-one solution. You can use them to replace aging PBX systems and unify collaboration across the enterprise \u2014 or integrate with popular UCC solutions from Microsoft, Cisco, Zoom and others.[\/innertabitem][\/accordiontabitem][\/sectionaccordiontabs][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=\"white\" m_background_color=\"bgc-orange\" full_width=\"stretch_row\" flair=\"%5B%7B%22flair_image%22%3A%22383622%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1623994951681{margin-top: 4.167rem !important;margin-bottom: 4.167rem !important;padding-top: 4.5rem !important;padding-bottom: 6rem !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row][vc_column][vc_column_text]\r\n<h3 style=\"text-align: center;\">Trust with transparency<\/h3>\r\n<p style=\"text-align: center;\">You need to trust the cloud solutions and platforms you use.\r\nThat\u2019s why we openly seek and publish information about protection and performance.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/4\"][component_card content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-secure\" icon_color=\"text-orange\"]\r\n<h5 class=\"text-navy\">Security<\/h5>\r\n<p class=\"text-navy\">Security is always our top priority. We ensure your data is protected at all times and we\u2019re constantly innovating to keep it that way.<\/p>\r\n[\/component_card][\/vc_column][vc_column width=\"1\/4\"][component_card content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-not-visible\" icon_color=\"text-orange\"]\r\n<h5 class=\"text-navy\">Privacy<\/h5>\r\n<p class=\"text-navy\">Your data is safe and you have full control over it. We stay on top of the latest privacy developments so that doesn\u2019t change.<\/p>\r\n[\/component_card][\/vc_column][vc_column width=\"1\/4\"][component_card content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-whistle\" icon_color=\"text-orange\"]\r\n<h5 class=\"text-navy\">Compliance<\/h5>\r\n<p class=\"text-navy\">Regular audits and certifications ensure our cloud service meets a wide range of standards and compliance regulations.<\/p>\r\n[\/component_card][\/vc_column][vc_column width=\"1\/4\"][component_card content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-licensing\" icon_color=\"text-orange\"]\r\n<h5 class=\"text-navy\">Transparency<\/h5>\r\n<p class=\"text-navy\">Easily go online anytime to see our security policy and performance \u2014 operational status, availability metrics and incident history.<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=\"white\"][vc_row][vc_column][component_cta_block content_alignment=\"text-center\" background_color=\"bgc-navy\" cta=\"url:%2Fen-sg%2Farticle%2F6-reasons-why-genesys-cloud-is-the-platform-for-you|title:Read%20the%20article|\" css=\".vc_custom_1623917087530{background-image: url(https:\/\/www.genesys.com\/media\/cta-navy-cloud-platform-bg.svg?id=383624) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"]\r\n<h3>Six reasons to choose Genesys Cloud<\/h3>\r\nGrow globally without limitations, rapidly deploy innovations, empower your employees \u2014 and more.\r\nDiscover six reasons why Genesys Cloud is the platform for you.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1623984936313{padding-top: 2.056rem !important;}\"][vc_row][vc_column][vc_column_text]\r\n<h3 style=\"text-align: center;\">We have options to fit your needs<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" el_class=\"justify-content-center\"][vc_column width=\"1\/3\"][icon_list icon_genesys=\"fak fa-gen-apps\" icon_color=\"text-orange\" cta_style=\"text\" cta=\"url:%2Fen-sg%2Fcapabilities|title:Learn%20more|\"]\r\n<h5>View the native capabilities of Genesys Cloud<\/h5>\r\nGet a robust set of features out of the box and add more as needed. Explore all you can do with the native capabilities of Genesys Cloud.[\/icon_list][\/vc_column][vc_column width=\"1\/3\"][icon_list icon_genesys=\"fak fa-gen-laptop-sales\" icon_color=\"text-orange\" cta_style=\"text\" cta=\"url:%2Fen-sg%2Fpricing|title:Learn%20more|\"]\r\n<h5>Explore pricing options for Genesys Cloud<\/h5>\r\nPurchase only the capabilities you need using our flexible pricing options. If you want to scale down or upgrade at any time, we make it easy.[\/icon_list][\/vc_column][vc_column width=\"1\/3\"][icon_list icon_genesys=\"fak fa-gen-calculator\" icon_color=\"text-orange\" cta_style=\"text\" cta=\"url:https%3A%2F%2Fvalue.genesys.com%2Fcloudcxtco%2F|title:Learn%20more|target:_blank|\"]\r\n<h5>Calculate your TCO for Genesys Cloud<\/h5>\r\nFind out how much you can save by moving to Genesys Cloud. Get a customised cost comparison in three simple steps.[\/icon_list][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=\"white\" m_background_color=\"bgc-yellow\" flair=\"%5B%7B%22flair_image%22%3A%22383436%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1624518635238{margin-top: 4.167rem !important;padding-top: 6.667rem !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_single_image image=\"383442\" si_max_width=\"80.44px\" css=\".vc_custom_1623918678058{margin-bottom: 2rem !important;}\"][vc_column_text]\r\n<h3 class=\"font-swb\">Explore all you can do with Genesys Cloud<\/h3>\r\n[\/vc_column_text][vc_column_text css=\".vc_custom_1623918901920{margin-top: 2rem !important;}\"]\r\n<p class=\"text-22 font-weight-regular\">Genesys Cloud is transforming the contact centre industry by delivering innovation to companies of all sizes, everywhere. There\u2019s a reason it\u2019s a leading solution for seamlessly integrating voice and digital channels \u2014 empowering agents, delighting customers and creating better business outcomes overall. Request a demo to see what Genesys Cloud can do for you.<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1\"][mktoform cta_button=\"Get a demo\" form_action=\"inline\" form_type=\"contact\" ar_status=\"Hot Lead\" target=\".thank-you\" cid_id=\"7010d000001KeaxAAC\"][vc_column_text el_class=\"thank-you\"]\r\n<h3>Thank you for your interest.<\/h3>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.\r\n\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Genesys Cloud Platform","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cloud-platform","to_ping":"","pinged":"","post_modified":"2023-05-16 21:36:25","post_modified_gmt":"2023-05-17 04:36:25","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?page_id=226828","menu_order":0,"post_type":"page","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":463403,"post_author":"15","post_date":"2022-12-06 14:10:31","post_date_gmt":"2022-12-06 22:10:31","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\" el_class=\"no-shadow\"][vc_column][breadcrumbs data_pull=\"manual\" manual_links=\"%5B%7B%22link_label%22%3A%22Genesys%20Cloud%20CX%22%2C%22link_url%22%3A%22%2Fen-sg%2Fgenesys-cloud%22%7D%2C%7B%22link_label%22%3A%22Artificial%20intelligence%20and%20automation%22%2C%22link_url%22%3A%22%2Fen-sg%2Fcapabilities%2Fai-and-automation%22%7D%5D\"][\/vc_column][vc_column width=\"5\/12\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]\r\n<h1>Genesys Cloud Copilots<\/h1>\r\n<p class=\"text-22\">Intelligent, proactive assistance for delivering experiences on Genesys Cloud<\/p>\r\n[\/vc_column_text][component_button primary_cta=\"url:%23modal%3AgetStartedBox|title:Get%20started|\" secondary_cta=\"url:%23demo|title:Get%20a%20demo|\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][videolightbox gb_format=\"image_play\" gb_link=\"https:\/\/www.youtube.com\/embed\/tCGW-1lAN2w?si=dpHd33-pShV_3XsP\" gb_img=\"574571\" gb_video_duration=\"2:20\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>A copilot for every member of your workforce<\/h2>\r\nProvide customer support agents, supervisors and administrators with the artificial intelligence partner they need to be able to work faster and focus on the work they\u2019re best at.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Save time<\/h3>\r\nUse artificial intelligence (AI) where it excels: updating records, taking notes, optimising workflows, fixing anomalies, consuming mass content and recommending next-best actions.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Operate seamlessly<\/h3>\r\nAI support with native access to data, tools, context and workflows is stable, predictable and accurate.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Improve outcomes<\/h3>\r\nWork more efficiently and more empathetically as AI support gets every user out of the dull details and into the work that really matters.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=\"visible\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D\" css=\".vc_custom_1770698573902{padding-top: 0px !important;}\"][vc_row][vc_column][gtpull tour_theme=\"glass\" tour_id=\"614952\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_single_image image=\"574572\" alignment=\"center\" css=\"\"][\/vc_column][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Start-to-finish AI support for the people who power CX<\/h2>\r\nMany businesses are only scratching the surface of AI\u2019s potential to augment staff and increase efficiency \u2014 but Genesys Cloud\u2122 copilots go further. These AI solutions are capable teammates, working alongside every platform user at all stages, driving efficiency and elevating them to focus on high-value tasks.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Deliver advice and AI-enabled assistance in one solution<\/h3>\r\nOur AI copilots provide contextual insights for every user, whether they\u2019re helping a customer directly while on queue or optimising operations and journeys.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Make insights and analytics more accessible<\/h3>\r\nCopilots surface insights on customer experiences in context so you can take proactive action.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Drive continuous optimisation of customer experiences<\/h3>\r\nA common Agent copilot interface allows all users to connect to data seamlessly, feeding insights that drive performance improvement and building a better user experience.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Support employees with knowledge and insights in real time<\/h3>\r\nDigital and voice conversations and capabilities like automatic knowledge, insights, next-best action support, translation and summarisation come standard.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text ct_style=\"stat\" css=\"\" ct_stat_link=\"url:%2Fresources%2Fstate-of-cx\"]\r\n<p class=\"h0\">37%<\/p>\r\n<p class=\"text-22\">of CX leaders say using technology to improve employee experience is a major focus of the next 12\u201324 months<\/p>\r\n- \u201cThe State of Customer Experience,\u201d Genesys, 2025[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Contact centre employees are positioned to succeed<\/h2>\r\nUnlock more value from your teams by providing timely support to everyone working to deliver a world-class customer experience (CX). No more lost insights, rushed learning, mix-and-match knowledge or guesswork. That can lead to smoother operations, increased customer satisfaction with every interaction, and increased customer loyalty.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=\"vc_col-md-offset-1 vc_col-md-10\"][component_cta_block cta_image_mobile=\"image-stack-flipped\" cta_img_rounded=\"yes\" background_color=\"bgc-lgray\" media=\"574575\" cta=\"url:%2Fen-sg%2Fwebinars%2Fwhen-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes|title:Watch%20now|\"]\r\n<h2 class=\"h3\">Find out more about Genesys Cloud Copilot<\/h2>\r\nWatch our webinar to see what an AI copilot can do for your customer service team[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_class=\"bg-cover bg-150-md bg-center bg-norepeat\" css=\".vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}\"][vc_row r_gutter_size=\"gutter-small\" background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"py-3 px-1 px-lg-3 rounded mt-0\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2>Enhance your workforce with interactive, real-time support<\/h2>\r\nGenesys Cloud\u2122 copilots can make work faster for everyone delivering customer experiences. When humans collaborate with Genesys Cloud Copilot conversationally, they can detect previously hard-to-find data insights automatically, and take action to improve outcomes in real time. The specialised on-queue Agent Copilot provides real-time assistance as agents work with customers.[\/vc_column_text][\/vc_column][vc_column el_class=\"mt-2\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Embedded real-time knowledge and automation<\/h3>\r\nGenesys Cloud Copilot uses AI to reduce tedious manual searches by conversationally assisting users and presenting critical knowledge to everyone in the contact centre at the moment of need.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Interact conversationally with your AI copilot<\/h3>\r\nWork with Genesys Cloud Copilot in natural language, the way you would a human teammate. It understands your intent, and delivers the right result.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Automatic translation<\/h3>\r\nSupporting a global team can be challenging. Genesys Cloud Copilot translates transcripts in over 70 languages, reducing multilingual evaluation time and scaling global operations.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Automatic interaction insights<\/h3>\r\nGenesys Cloud Copilot generates key insights across every interaction including reason for sentiment, so supervisors can identify areas of opportunity and development to improve the customer experience.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Understand performance<\/h3>\r\nAsk natural language questions about metrics and trends without navigating complex dashboards. Simplify the user experience, improve speed to insight and lower the barrier to understand key metrics.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Auto-summarisation for agents using Generative AI<\/h3>\r\nCreate interaction summaries based on contextual understanding of what happened in a customer interaction, reducing effort and helping pinpoint key takeaways. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Next-best action guidance on cue<\/h3>\r\nWith the Genesys Cloud\u2122 platform, Agent Copilot supports agents by providing custom scripting, surfacing the right tool or form in the moment, and suggesting what action the agent should take next as interactions progress.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\"][vc_column width=\"2\/3\"][vc_column_text css=\"\"]\r\n<h2>See what our customers are saying<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-4\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcustomer-stories|title:Read%20all%20stories|\"][\/vc_column][vc_column][customer_carousel pull_type=\"advanced\" adv_customer_stories=\"%5B%7B%22customer_story%22%3A%22512140%22%2C%22customer_story_quote%22%3A%22I%E2%80%99m%20really%20excited%20about%20the%20future%20of%20customer%20experience.%20I%20think%20that%20Genesys%20has%20a%20nice%20balance%20between%20understanding%20that%20the%20better%20an%20Agent%20experience%20we%20have%2C%20the%20better%20the%20customer%20experience%20will%20be.%22%2C%22customer_story_speaker%22%3A%22Ceri%20Davies%2C%20Manager%20Customer%20Centre%2C%20Virgin%20Atlantic%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%5D\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][chunker chunk_template=\"614947\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row css=\".vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>See what else you can do with Genesys<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcapabilities|title:Explore%20all%20capabilities|\"][\/vc_column][vc_column][capability_list theme=\"icon-bg\" hover_color=\"text-white\" background_color=\"bgc-navy\" lobby_slug=\"ai-and-automation\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Find out more about Genesys Cloud copilots<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fresources|title:View%20all%20resources|\"][\/vc_column][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1748541509010{background-image: url(https:\/\/www.genesys.com\/media\/form_background.png?id=574784) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\" el_id=\"demo\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>See Genesys Cloud Copilot in action<\/h2>\r\nWith our copilots, contact centre employees can uncover timely information, build stronger connections and more.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][mktoform form_action=\"inline\" cta_button=\"Book your demo today\" form_type=\"hot\" ar_status=\"Hot Lead\" cta_header=\"\" cid_id=\"7014X000003AexeQAC\" target=\".thank-you\" form_additional_classes=\"no-bg-form\"][vc_column_text css=\"\" el_class=\"thank-you\"]\r\n<p class=\"h4\">Thank you for your interest.<\/p>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>Frequently asked questions about copilots<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][faqmodule][faqitem item_question=\"What are the different types of agents?\"]In a customer service context, different types of autonomous agents include inbound agents (who handle incoming customer calls), outbound agents (who make calls to customers), sales agents, support agents and live chat agents, sometimes called digital agents. There are also automated Agents, like Chatbots or IVR systems. Agent could also refer to AI agents, which are semi-autonomous or fully autonomous AI and can perform functions in support of work assigned to people.\r\n\r\nOutside the contact centre, an agent is anyone who works directly with customers. Loan officers, insurance brokers, patient advocates and other front-office employees are examples of Agents and have the same needs for information and automation.[\/faqitem][faqitem item_question=\"What is an example of a virtual agent?\"]Virtual agents use artificial intelligence to understand and respond to user queries. Virtual agents often use AI to enable conversations using natural language processing (NLP). They can also perform tasks through robotic process automation (RPA).\r\n\r\nSiri by Apple, Alexa by Amazon and Google Assistant are examples of virtual agents for search. Chatbots, voicebots and IVR via website or mobile app are also virtual agents.[\/faqitem][faqitem item_question=\"What is an AI agent copilot?\"]AI agent copilot, sometimes called agent assist, refers to AI technologies that support human agents in handling customer interactions. These automated systems can suggest responses; provide relevant information in real time to answer questions before they\u2019re asked; automate and execute business processes and tasks; and help agents resolve customer queries more effectively and efficiently.[\/faqitem][faqitem item_question=\"What kind of AI does agent copilot use?\"]A CX copilot uses multiple forms of AI. Conversational AI, Agentic AI and Generative AI work with the conversation through transcription, insight extraction, summarisation and more. Semantic search enables intent-based information retrieval from a knowledge base. In addition, predictive AI is used to determine likely outcomes and can suggest or automate the next-best action.[\/faqitem][faqitem item_question=\"What is the difference between supervisor copilot and virtual supervisor?\"]Supervisor copilots, like Genesys Cloud Copilot, enhance the work of supervisors to reduce manual effort by summarising interactions, automating translation and generating key insights from interactions. Supervisors can focus on higher value tasks like personalised coaching and development for agents and can make data-driven decisions. Virtual supervisor AI automates routine tasks like scoring evaluations.[\/faqitem][faqitem item_question=\"Can Genesys Cloud Copilot integrate seamlessly with an administrator or supervisor\u2019s existing tools, such as workforce management and analytics platforms?\"]Yes, Genesys Cloud Copilot is native to the Genesys Cloud platform. Its access to data and tools in Genesys Cloud matches its user\u2019s access. As a component of Genesys Cloud, it has native access to data, analytics, tools and more.[\/faqitem][faqitem item_question=\"Do all users of Genesys Cloud Copilot use it in the same way?\"]No, every user leverages different AI agents in Genesys Cloud Copilot, depending on their job responsibilities. AI agents are assigned to users in Genesys Cloud AI Studio.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]","post_title":"Agent copilot","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"copilots","to_ping":"","pinged":"","post_modified":"2026-02-18 22:09:19","post_modified_gmt":"2026-02-19 06:09:19","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/capabilities\/agent-assist","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":437495,"post_author":"9","post_date":"2022-06-23 18:12:03","post_date_gmt":"2022-06-24 01:12:03","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row content_placement=\"middle\" vib=\"enable\"][vc_column width=\"1\/2\"][vc_column_text css=\".vc_custom_1725395199614{margin-bottom: 2rem !important;}\"]\r\n<h1>Quantify experiences with customer journey analytics<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:%23demo|title:Get%20started|\"][\/vc_column][vc_column width=\"1\/2\"][videolightbox gb_format=\"image_play\" gb_align=\"align-center\" gb_link=\"https:\/\/www.youtube.com\/embed\/B72XQQKRDew\" gb_img=\"537252\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2 class=\"h3\" style=\"text-align: center;\">Measure and monitor customer behaviour with omnichannel journey analytics<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\"][component_card background_color=\"bgc-lgray\"]\r\n<h3 class=\"h5\">Access analytics-ready data quickly and easily<\/h3>\r\nEasily begin your customer journey analysis. The Genesys event data platform gathers data from every accessible touchpoint and creates a unified data model. [\/component_card][\/vc_column][vc_column width=\"1\/3\"][component_card background_color=\"bgc-lgray\"]\r\n<h3 class=\"h5\">Find new insights with journey visualisation<\/h3>\r\nVisualise the lived experiences of your customers. Pinpoint friction points and measure how each journey affects customer satisfaction and business outcomes.[\/component_card][\/vc_column][vc_column width=\"1\/3\"][component_card background_color=\"bgc-lgray\"]\r\n<h3 class=\"h5\">Leverage data to optimise experiences<\/h3>\r\nGo beyond static journey mapping with data-driven visualisations. Identify pain points and learn where to streamline and optimise journeys.[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2 class=\"h3\" style=\"text-align: center;\">Analyse your customer experience in near real time<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"2\/3\" offset=\"vc_col-lg-offset-2\"][vc_single_image image=\"537227\" alignment=\"center\" css=\"\" el_class=\"overflow-hidden rounded border border-lgray\"][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"text-22\">Journey flows<\/h3>\r\nSee the actual paths your customers most frequently take to achieve their goals, like paying a bill or updating account information. Identify friction points by understanding where customers unnecessarily switch channels, repeat actions or abandon their journey entirely \u2014 and smooth those processes out.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"text-22\">Journey analyser<\/h3>\r\nSeamlessly connect and analyse your customer journeys across self-service and agent-supported channels. With Genesys, you can move beyond traditional contact centre metrics to measure the impact of customer behaviour on self-service containment rates, abandonment and churn. [\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"text-22\">Funnel analysis<\/h3>\r\nMeasure step-by-step conversion metrics to identify bottlenecks and friction points. Compare drop-off rates at each step to assess progress toward business and customer outcomes like self-service and issue resolution. Get insights into customer behaviour by tracking journey progression, escalations, repeat interactions and more.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][component_card media_size=\"thumbnail\" background_color=\"bgc-lgray\" media=\"535562\" cta=\"url:https%3A%2F%2Fwww.mckinsey.com%2Fbusiness-functions%2Fgrowth-marketing-and-sales%2Four-insights%2Fprediction-the-future-of-cx|title:Read%20the%20story%20|target:_blank|\"]\r\n<p class=\"h2\">4%<\/p>\r\n<p class=\"text-22\">of CX leaders said their system lets them calculate the ROI of CX decisions<\/p>\r\n[\/component_card][\/vc_column][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Improve customer experience and business performance with customer journey analytics<\/h2>\r\nDelivering a great customer experience is more important than ever. The right customer journey analytics software can be a powerful tool in your customer experience (CX) toolbox. Stand in your customer\u2019s shoes and better understand their behaviours so you see what they need, how they want to get there \u2014 and how you can deliver that better. Monitor and measure real-world, omnichannel paths to improve CX and customer service, achieving better business outcomes in the process.\r\n\r\nCustomer journey analytics also allows you to empower every team across your business \u2014 from data scientists to analysts to business users. Journey analytics makes it easier to align on customer journeys and build better experiences for everyone.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2 class=\"h3\" style=\"text-align: center;\">Unlock actionable insights with next-generation journey analytics<\/h2>\r\n<p style=\"text-align: center;\">Genesys Journey Analytics gives you tools designed specifically to visualise omnichannel interactions in near real time. You get purpose-built tools that deliver precise insights, driving informed decisions with clarity and focus.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" css=\".vc_custom_1618854940659{padding-top: 0px !important;}\"][vc_column width=\"1\/2\"][icon_list media_size=\"nomedia\" media=\"369788\"]\r\n<h3 class=\"h5\">Increase analyst productivity by eliminating data preparation<\/h3>\r\nAnalysing your customer journey doesn\u2019t have to be a tedious process filled with complex or repetitive tasks. With the Genesys Cloud\u2122 platform, complex data aggregations and transformations are already done for you \u2014 meaning analysts don\u2019t have to perform them themselves each time they want to answer a new question. That way, they spend less time on the background work and can focus on analysing and solving issues within customer journeys.[\/icon_list][\/vc_column][vc_column width=\"1\/2\"][icon_list media_size=\"nomedia\" media=\"368580\"]\r\n<h3 class=\"h5\">Visualise customer journeys to enhance experiences<\/h3>\r\nGet an interactive view into the paths customers take to achieve their goals, pinpointing both interactions that go smoothly and those that hinder CX and satisfaction. Answer crucial questions like, \u201cWhat\u2019s driving customer contacts?\u201d or \u201cWhat steps did customers take before engaging with an agent?\u201d Identify issues and make immediate improvements within workflows to enhance the overall experience, ensuring effectiveness and customer satisfaction.[\/icon_list][\/vc_column][vc_column width=\"1\/2\"][icon_list media_size=\"nomedia\" media=\"365811\"]\r\n<h3 class=\"h5\">Measure and monitor customer behaviour<\/h3>\r\nGenerate journey insights quickly and easily by testing and analysing the full range of your customer interactions. Journey analytics empower rapid decision-making for everyone, not just tech-savvy analysts. Genesys Cloud puts insights at your fingertips, making journey data analysis and action accessible to your entire team so every member of the organisation, from channel managers to leadership, can drive decisions based on real-time customer behaviour. Genesys Cloud Journey Management is ready to implement from day one, with no need for extensive training or technical expertise.[\/icon_list][\/vc_column][vc_column width=\"1\/2\"][icon_list media_size=\"nomedia\" media=\"276463\"]\r\n<h3 class=\"h5\">Diagnose underlying cause of issues, not just symptoms<\/h3>\r\nGet a holistic view of the good and bad of your customer journey so you can make iteration decisions from a place of certainty. Track your conversions \u2014 where and when they happen \u2014 as well as drop-off points, so you can see where customers are succeeding and where they\u2019re getting stuck. Then dig deeper and find out what\u2019s really wrong at those friction points in your customer journey, instead of having to guess.[\/icon_list][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][component_cta_block content_alignment=\"text-right\" cta_style=\"text\" background_color=\"bgc-lgray\" media=\"504769\" cta=\"url:%2Fen-sg%2Fcustomer-stories%2Farvig|title:Read%20the%20story|\"]\r\n<p class=\"text-24\">\u201cWe\u2019re able to visualise where customers originate from when they switch channels, where they go next and why they abandon. Our management team now have data at their fingertips that they never could have dreamed of five years ago.\u201d<\/p>\r\n- Elena Weller, Customer Experience Director, Arvig[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text]\r\n<h2 class=\"h3\" style=\"text-align: center;\">See what else you can do with Genesys<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column][capability_list theme=\"icon-bg\" primary_color=\"text-navy\" hover_color=\"text-orange\" background_color=\"bgc-lgray\" lobby_slug=\"customer-journey-management ai-and-automation\" exclude=\"380489\"][\/vc_column][vc_column][component_button cta_style=\"text\" content_alignment=\"text-center\" primary_cta=\"url:%2Fen-sg%2Fcapabilities|title:Explore%20all%20capabilities|\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2 class=\"h3\" style=\"text-align: center;\">Understand more about the customer journey<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][vc_row background_color=\"bgc-lgray\" content_placement=\"middle\" el_id=\"demo\" el_class=\"form-card\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h3 class=\"h4\">Quantify every experience with customer journey analytics<\/h3>\r\nSee how customer journey analytics tools can empower the experiences you provide. Effectively manage, measure and optimise customer engagements \u2014 and dramatically improve experiences. Request a demo today.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][mktoform form_action=\"inline\" cta_button=\"Book a demo\" form_type=\"hot\" ar_status=\"Hot Lead\" cta_header=\"\" cid_id=\"7010d000001KeaxAAC\" target=\".thank-you\"][vc_column_text el_class=\"thank-you\"]\r\n<h3 class=\"h4\">Thank you for your interest.<\/h3>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.\r\n\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=\"vc_col-lg-offset-2 vc_col-lg-8 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0\"][faqmodule title=\"Frequently asked journey analytics questions\"][faqitem item_question=\"What is customer journey analytics?\"]Customer journey analytics is the process of tracking and analysing how customers interact with your brand across multiple touchpoints and over time. This data provides insights into customer behaviour and experiences. They help companies understand how customers move through the sales funnel, identify points of friction and optimise the customer journey for better satisfaction and retention.[\/faqitem][faqitem item_question=\"What is the difference between customer journey mapping and customer journey analytics?\"]Customer journey mapping and customer journey analytics are two separate concepts that work together to help customer experience experts build better customer journeys. First we should define each concept, then we can talk about how they interact.\r\n\r\nCustomer journey mapping is the process of visually depicting a typical customer journey. A proper customer journey map requires you to identify every touchpoint that a customer might have with your brand. Then you determine how they fit and flow together and use that data to build a literal map of those touchpoints. This gives you an easy way to see how smooth or jumbled your journey is today, so points of friction can be ironed out.\r\n\r\nCustomer journey analytics is the process of gathering, organising and examining data on your customers\u2019 journeys. It allows you to better understand your customers\u2019 needs, preferences and behaviours, which means you can serve them better. After all, the more you know about what\u2019s happening now, the better you can iterate to improve what happens next.\r\n\r\nObviously, to properly map a customer journey, you need data. That\u2019s how mapping and analytics work together. Analytics provides and interprets the data, and that data goes into your map to give you a tool to more easily adjust journeys to improve them.\r\n[\/faqitem][faqitem item_question=\"What are CX analytics?\"]CX, or customer experience, analytics involves collecting, analysing and interpreting data from customer interactions to gain valuable insights into their experiences with a brand. This analytical approach helps organisations understand customer needs, preferences and behaviours, enabling them to improve service quality, personalise interactions and enhance overall satisfaction. Tools and techniques used in CX analytics include sentiment analysis, feedback surveys and journey mapping, all aimed at optimising the customer experience.[\/faqitem][faqitem item_question=\"Why do we need customer journey analysis?\"]Customer journey analysis is key to improving the journey, which benefits business and customers alike. It provides a detailed view of the customer\u2019s interactions with a brand, highlighting critical touchpoints and potential pain points to identify areas for improvement, optimise customer experiences, enhance engagement and increase customer loyalty. By comprehensively understanding the customer journey, companies can make data-driven decisions that lead to better service delivery and higher customer satisfaction, ultimately driving business success.[\/faqitem][faqitem item_question=\"How do you analyse a customer journey map?\"]Start by identifying key touchpoints, which are the interactions customers have with your brand across different channels. Collect data from various sources, such as customer feedback, CRM systems and web analytics. Visualise the customer journey by mapping out each touchpoint and customer action. Identify pain points and opportunities for improvement by examining areas where customers face difficulties or drop off.\r\n\r\nUse relevant KPIs to measure the effectiveness of each touchpoint and the overall journey. Finally, implement changes based on insights to enhance the customer experience and continuously monitor the impact of these changes.[\/faqitem][faqitem item_question=\"What are the key metrics of the customer journey?\"]A wide range of metrics are available to help customer experience experts analyse the success or failure of their work. Some key metrics for customer journey analysis include customer satisfaction score (CSAT), Net Promoter Score (NPS), customer effort score (CES), first-contact resolution (FCR), average handle time (AHT), customer retention rate, churn rate, conversion rate, customer lifetime value (CLV) and various engagement metrics such as click-through rates and time on site.\r\n\r\nThese metrics provide a comprehensive view of the effectiveness of customer interactions and the overall experience, helping businesses identify strengths and areas for improvement.[\/faqitem][faqitem item_question=\"How should a business measure its customer journey?\"]Customer journey analysis is a crucial part of the process of customer experience orchestration. To be able to improve journeys, you need to know the status quo, and what\u2019s working and what isn\u2019t.\r\n\r\nTo measure a customer journey, start by defining clear objectives that specify what you want to measure and why. Select relevant metrics and KPIs that align with these objectives. Collect data using tools like surveys, analytics software and CRM systems to gather information on customer interactions.\r\n\r\nAnalyse this data to identify trends, patterns and areas for improvement. Visualise the journey by creating a customer journey map that highlights interactions and key metrics. Finally, continuously monitor the journey and make adjustments based on insights to improve customer experiences and achieve better outcomes.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]","post_title":"Customer journey analytics","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"journey-analytics","to_ping":"","pinged":"","post_modified":"2024-11-17 15:20:45","post_modified_gmt":"2024-11-17 23:20:45","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/capabilities\/customer-journey-analytics","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"}],"media_embed":"<iframe width=\"960\" height=\"540\" src=\"https:\/\/www.youtube.com\/embed\/2fu_2FCXbnA?si=1s8JnHrxHO5HxZZg\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/533627","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/533627\/revisions"}],"predecessor-version":[{"id":533631,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/533627\/revisions\/533631"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/531132"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=533627"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=533627"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=533627"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=533627"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=533627"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=533627"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=533627"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=533627"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=533627"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=533627"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=533627"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}