Genesys has launched its new Genesys Digital business unit to help companies address the latest technology trends and consumers’ ever-changing needs in the digital landscape.
As lines between marketing, sales and service are blurring for brands, businesses are recognising the strategic benefit to better orchestrate every consumer touchpoint.
Fifteen per cent of Genesys Cloud customers are now digital first. Many of its largest enterprise customers using Genesys Multicloud are also experiencing a shift to digital with increasing volumes of chat sessions over phone calls.
“We’re broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience so they can connect with today’s consumers, anywhere on their path, on their terms. The future of customer engagement won’t be defined by channel, but rather the consumer’s experience of initiating contact with that brand,” said Tony Bates, Chief Executive Officer of Genesys.
Genesys Digital is charged with delivering digital-based innovations driven by artificial intelligence that can be deployed independently or consumed alongside the company’s product suite.