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Orchestrate better experiences with Genesys and Google Cloud

Scale through synergy

Bring together infrastructure leader Google Cloud with CX orchestration specialist Genesys to create better customer outcomes.

Leverage existing investments

Take advantage of your existing investments with Google Cloud, as well as its security, global reach and resilience.

Choose a path to innovation

Give your customers innovations from two technology leaders and deliver better customer experiences.

Deliver dynamic customer and employee experiences

Together, Genesys and Google Cloud are enabling businesses to create connected customer experiences. With the cloud, data and artificial intelligence (AI) expertise Google Cloud brings, and the customer experience (CX) orchestration Genesys provides, organizations can deliver new connected experiences that center around their customers and employees.

Operate on Google Cloud

Embrace the next step of your CX evolution. Build a rich, multi-vendor ecosystem with Genesys Multicloud CX™ and tailor your infrastructure, deployment and management models to fit your business. The new Genesys Multicloud CX™ private edition can be deployed on your private Google Cloud environment using Google Kubernetes Engine (GKE) — with all the controls and customization options expected by the largest organizations in the world.

Bring contact center AI to life

Take bot conversations from linear experiences to nuanced interactions with the proven Google Cloud AI platform and its natural language understanding capabilities that operate on the Genesys Cloud CX™ and Genesys Multicloud CX solutions. Design virtual agents with interactive flow visualizations that allow builders to quickly see, understand, edit and share their work. With separate flows within an agent, multiple designers can work at the same time, enabling developer teams working on big projects to be more efficient.

Orchestrate better conversational experiences

Combine Google Cloud Contact Center AI (CCAI) and Genesys journey orchestration in both Genesys Multicloud CX and Genesys Cloud CX. With Genesys, create AI-triggered rules that engage the customer at the right time with the right message. This powerful combination makes it easy to improve customer retention by quickly prompting the next best action based on how the individual is engaging and predicting the reason for their inbound request. You can also maximize self-service channel effectiveness by surfacing the most appropriate response via chatbots or agent-assisted prompts.

Raise the knowledge profile of all agents

Help agents to better serve all types of customers with the information they need. Leverage Google Cloud CCAI within your agent workspace to deliver knowledge at the point of impact during voice-based conversations. This raises the ability of all agents, reduces stress during challenging interactions, eases onboarding challenges and improves key KPIs such as average handle time and first-contact resolution.

At a glance

About: Google Cloud
Industry: Technology
Location: Global

Alliance summary
  • Increases choice
  • Drives CX innovation
  • Delivers latest AI capabilities
Products
Capabilities

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Create seamless end-to-end customer experiences

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The Genesys Multicloud CX product is now a validated Chrome Enterprise Recommended solution, optimized for Google Chrome OS devices. Chrome OS brings contact center agents and IT administrators an intuitive and secure experience with the tools they need to make device management and agent onboarding fast and easy.

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