Google Cloud with Genesys enabling organizations to better connect customer experiences

Genesys and Google Cloud announced an expansion of their strategic partnership to help organizations connect customer support and experiences in a more distributed, digital world.

Tony Bates, CEO and Chairman of Genesys, says, “Consumers have the authority to instantly change the trajectory of an organisation's future and an industry’s relevancy. 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.”

To help organisations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CXTM solution to Google Cloud, enabling organizations to deploy a private edition of its customer experience platform on Google Cloud’s trusted, secure, and scalable 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.

Genesys also plans to deepen its integration with Google Cloud Contact Centre 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.

Thomas Kurian, CEO of Google Cloud, comments, “Today’s consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone. 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.”

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.

Industry leaders like Electrolux and Woolworths, as well as public sector agencies at the federal, state and local levels, all are already on the path of transformation by leveraging Genesys and Google Cloud. For example, Woolworths, the largest food retailer in Australia, integrated the Genesys platform with Google Cloud Dialogflow to build a smart IVR and create Olive, an ultra-efficient virtual assistant powered by conversational AI. Combined with a smart search feature developed by Woolworths that uses Genesys open APIs, a customer can now simply say ‘The oranges are missing from my order.’ Olive then cross-checks, processes a refund, and sends a text confirmation to the customer. Thanks to Olive, thousands of customer interactions are handled end to end — allowing Woolworths customer service team to spend time resolving more complex inquiries.

Additionally, energy company American Electric Power will leverage the insights created by the Genesys and Google Cloud partnership to provide a more seamless, personalised experience for its customers.

Availability

Google Cloud CCAI is currently available as a native integration for Genesys Multicloud CX and through the AppFoundry for the Genesys Cloud CXTM platform.

Genesys Multicloud CX private edition is expected to be available for Google Kubernetes Engine within the next 90 days globally.