Genesys, a global cloud leader in customer experience orchestration, and Google Cloud recently announced an expansion of their strategic partnership to help organisations connect customer support and experiences in a more distributed, digital world.
To help organisations embrace changing expectations from consumers, Genesys will bring the Genesys Multicloud CX solution to Google Cloud, enabling organisations 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 Centr 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.
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 even stronger, more intuitive and more responsive 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.
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.
Thomas Kurian, CEO of Google Cloud
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.
