- Genesys expands automation, analytics and conversational
intelligence across the Genesys Cloud platform with new Copilots,
Virtual Agents, Empathy Detection and Modern Agent Workspace
- New native Genesys Cloud Journey Management capabilities
provide deeper insights and control for AI-driven customer
experiences
- Virgin Atlantic Airways, Modivcare, Kiwibank, National Domestic
Violence Hotline, NetApp, Bancolombia, Western Sydney University
and Zurich Switzerland announced as Genesys Customer Innovation
Awards winners
Today at Xperience 2024 — the customer experience (CX) event of
the year — Genesys® unveiled multiple innovations to accelerate the
impact of AI, empowering organizations to scale end-to-end
personalization, elevate employee performance and drive continuous
optimization. As a global leader in AI-powered experience
orchestration, the company’s expanded capabilities further
strengthen the Genesys Cloud™ event data platform, helping
organizations deliver more contextual conversations and manage
customer journeys fueled by deeper insights, conversational
intelligence and analytics.
From navigating AI hype, a difficult economy and declining
consumer loyalty, among other challenges, it’s increasingly complex
to be a business leader. Genesys is combining the power of
generative, conversational and predictive AI across Genesys Cloud
to pave the way for organizations to improve customer and employee
relationships and unlock business value in the contact center and
beyond.
Genesys Cloud innovations will enable organizations to deliver
the next era of experiences driven by a stronger AI-human
partnership. This comes to life through expanded Genesys Cloud
AI capabilities announced today that enhance how businesses
interact with customers, boost employee efficiency and
effectiveness, and unlock deeper automation and analytics.
Additionally, Genesys Cloud now includes native Journey
Management, helping organizations to build, monitor and
visualize customer interactions and use those insights to maximize
the impact of Genesys Cloud AI through improved automation,
prediction and conversational intelligence. With new levels of
understanding, it’s now easier for organizations to fine-tune
customer journeys into more personalized experiences across every
touchpoint.
“AI is rapidly accelerating the future of customer engagement
into orchestrated, fluid experiences that become true business
differentiators," said Tony Bates, Genesys Chairman and CEO. “With
the transformative power of Genesys Cloud, its pervasive AI
capabilities and global reach, we believe no one is positioned
better than Genesys to usher in the future, today.”
Genesys Cloud AI Innovations
Customer adoption of Genesys Cloud AI continues to accelerate,
with annual recurring revenue (ARR) for AI capabilities reaching
approximately $100 million in the fourth quarter of fiscal year
2024i. Today more than 40% of Genesys Cloud customers are using the
platform’s AI capabilities. This is highlighted by a more than 4X
increase in automatic summaries generated in the first quarter of
fiscal year 2025 in comparison to the prior quarter; 5X growth in
customer conversations orchestrated by predictive routing in the
last 12 months; and one-third of its customers now use speech and
text analytic capabilities from Genesys Cloud Workforce Engagement
Management.
The latest AI capabilities for Genesys Cloud will continue to
propel organizations by helping them harness deeper insights to
enhance customer loyalty by improving self- and assisted-service
experiences while boosting employee performance and
productivity.
- Copilots support employees in real time via large
language model-based automated assistants for agents, available
now, with supervisors and administrators coming soon.
- Virtual Agents offer next-generation self-service
experiences, helping organizations automate more sophisticated
customer interactions than what’s previously been possible.
- Empathy Detection delivers industry-leading speech and
text analytics to bolster employee engagement and training, making
customers feel seen, heard and understood.
- Modern Agent Workspace will host dynamic, new AI-powered
experiences, offering agents a configurable desktop to consume
context, data and insights more quickly.
Native Genesys Cloud Journey Management
With the availability of Journey Flows and Journey Analyzer, the
first phase of Journey Management capabilities embedded in Genesys
Cloud are here, giving organizations instant access to powerful
customer journey analytics and purpose-built visualizations.
Genesys Cloud AI can then use these insights to continually enrich
training, knowledge and data, helping organizations optimize their
customer journeys.
- Journey Flows helps organizations visualize customer
behaviors to better understand their drivers for switching
channels, repeating actions and successfully achieving their
intended goals.
- Journey Analyzer offers organizations historical and
real-time insights into the customer journey, helping them move
beyond traditional metrics to analyze churn and self-service rates
for improved experiences.
These innovations follow the company's recent acquisition of
Radarr Technologies, which, when integrated with Genesys
Cloud, gives organizations access to customer insights and
interaction capabilities across public social media channels.
Additionally, capabilities from Radarr will add more depth to the
Genesys Cloud platform through its models for attitudinal,
sentiment and interaction analysis of social media and rich data
insights as a critical source of its 360-degree customer view
fueling Genesys Cloud AI. In advance of native integration for
Genesys Cloud, customers are already accessing capabilities from
Radarr through an integration now available on the Genesys
AppFoundry® Marketplace.
Genesys Cloud Operations Are Now Carbon Neutral
To achieve the company’s goal of becoming carbon neutral by
2030, Genesys is committed to embedding sustainability across the
organization, contributing to a better future for the planet and
its more than 8,000 customers and 6,000 employees around the world.
Genesys is proud to report that the operations of Genesys Cloud are
now carbon neutralii — a milestone achieved in part by the
company’s expansion of customer access to more energy-efficient
cloud services through use of Amazon Web Services (AWS) and
investment in carbon credits with Rubicon Carbon to cover residual
emissions. With a focus on mitigating its impact on the environment
and enhancing value to its customers, Genesys is helping
organizations like Swisscom innovate with a sustainable AI-powered
platform.
Partner and Customer Momentum
Genesys is at the forefront of the AI-powered experience
orchestration industry through relationships with top global
companies, including AWS, Salesforce, Deloitte Digital and TTEC
Digital. This is most recently highlighted by last week’s
announcement with ServiceNow, the AI platform for business
transformation. Genesys and ServiceNow entered a strategic
partnership to help organizations elevate customer and employee
experiences by bringing the best of their platform capabilities
together to unite customer service teams, centralize work routing
and accelerate workforce productivity.
During Xperience, Genesys announced winners for its 19th
annual Customer Innovation Awards, recognizing companies for
driving exceptional business results by delivering differentiated
customer and employee experiences, highlighted by:
- Virgin Atlantic improved customer satisfaction by 25
points and employee happiness by 12 points in just 12 months
through a comprehensive approach to implementing Genesys Cloud
AI.
- Modivcare drove an incredible 86% increase in teammate
retention in less than a year using AI-powered Genesys Cloud
Workforce Engagement Management.
- Kiwibank reduced customer abandonment rates by 28%,
average handling time by 19% and transfer rates by 27% in just four
months of deploy Genesys Cloud voicebots for self-service.
- National Domestic Hotline empowered advocates with
better resources to aid survivors and has added self-service
methods to expand support through Genesys Cloud AI.
- Bancolombia decreased average time by 15% and its
first-contact resolution increased by 2 points by using the
experience orchestration capabilities of Genesys Cloud.
- Western Sydney University improved voice abandonment
rates by 90% and saw a 65% improvement in average speed of answer,
leading to more positive and seamless experiences between students
and agents.
- Zurich Switzerland, a division of Zurich Insurance
Group, can now more quickly and efficiently resolve customer
inquiries by using the open APIs of Genesys Cloud to customize the
platform to fit the needs of its business.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore Event beginning May 27.
Forward-Looking Statements
Statements in this press release that are not historical or
current facts are forward-looking statements that involve risks and
uncertainties. Unless required by law, Genesys undertakes no
obligation to update or revise any forward-looking statements to
reflect circumstances or events after the date of this press
release.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
i ARR is defined as Genesys Cloud quarterly revenue multiplied
by four. ii Genesys calculates the annual emissions from the
operations of Genesys Cloud based on (i) the estimated annual
emissions from Genesys Cloud AWS usage and its internal IT
computing on AWS using the AWS Customer Carbon Footprint Tool, plus
(ii) the estimated annual emissions of Genesys Cloud Edge (i.e.,
telephony hardware) devices. Genesys plans to apply carbon credits
purchased from Rubicon Carbon against these annual emissions,
resulting in a carbon-neutral footprint for the operations of
Genesys Cloud.
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version on businesswire.com: https://www.businesswire.com/news/home/20240514908448/en/
Media: Marielle Sedin Genesys
Marielle.sedin@genesys.com
Method Communications Genesys@methodcommunications.com