Google Cloud and Genesys to improve customer experiences

Genesys, a global cloud leader in customer experience orchestration, and Google Cloud,  a suite of cloud computing services, have expanded their strategic partnership to help organisations connect customer support and experiences in a more distributed, digital world.

Genesys will bring the Genesys Multicloud CXTM solution to Google Cloud, enabling organisations to deploy a private edition of its customer experience platform on Google Cloud's infrastructure. With Genesys Multicloud CX private edition, organisations will have an open multicloud path to embrace the next step of their customer experience (CX) evolution on Google Cloud infrastructure.

"Consumers have the authority to instantly change the trajectory of an organisation's future and an industry's relevancy," said Tony Bates, CEO and Chairman of Genesys. "To thrive in this new customer-led landscape, companies must deliver the personalised experiences people want. Google is a pioneer in deep consumer knowledge; partnering with such an innovator will be a true game-changer for customers and employees around the world."

Delivering more responsive experiences for customers 

Building on a multi-year alliance, the two companies will collaborate on next-generation applications of artificial intelligence (AI), machine learning and data analytics to create new solutions to enable organisations to deliver stronger, more intuitive and more responsive experiences.

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

"Today's consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone," said Thomas Kurian, CEO of Google Cloud. "Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning and data analytics to deliver the best possible outcomes for consumers."

Using AI to improve experiences

By bringing together experience orchestration capabilities from Genesys and AI, machine learning and data analytics capabilities from Google Cloud, the companies will develop new solutions in areas like customer journeys, automated customer care, predictive customer satisfaction, AI-driven multifactor authentication, and unique conversational channels that leverage Google Search, Maps and other services.

In addition, Genesys has made it possible for organisations to access Genesys customer experience solutions directly through the Chrome OS by embedding it in the Chrome web browser. This means it's accessible on any web page an agent might use during the day — giving them the freedom to quickly find the best information to help customers.