Genesys, the world's leading provider of cloud-based customer experience and contact center solutions, established a new business unit. Genesys Digital is designed to help companies keep up with the latest technology trends and the ever-changing needs of consumers in the digital world.
Life is becoming increasingly digital and blurring the lines between marketing, sales, and service. Companies increasingly see a strategic advantage in designing the individual contact points with the consumer individually.
Genesys Digital helps companies keep pace with consumers' digital preferences throughout the entire customer journey—regardless of whether the consumer sends an inquiry via a web-based chat, makes an appointment via SMS, or uses a chatbot to get help.
According to the company, the digital interactions have increased by more than 300% compared to the previous year and 15% of Genesys cloud customers already primarily use digital channels. In addition, many of the larger corporate customers, using Genesys Multicloud, are experiencing a shift towards digitization and are seeing an increase in chat requests versus phone calls.
IDC predicts that this year 65% of companies will have switched to digital channels through automated processes and contactless experiences. Hence, physical interactions will become more and more a thing of the past.
"Companies need to find new ways to connect with their customers in a digitized world," said Tony Bates, Genesys chief executive officer (CEO). “We're expanding our digital footprint, giving companies the skills they need to shape the entire customer experience so that they can contact their customers at anytime, anywhere and according to their preferences. The future of the customer approach is no longer determined by the channel but the experience that the consumer has when contacting the company."
Genesys Digital's task is to develop digital innovations based on AI that can be used both independently and in conjunction with the company's product range and recently named Barry O'Sullivan as Executive Vice President (EVP) and General Manager (GM) of Genesys Digital and AI. Under his leadership, the company will continue to focus on helping companies leverage their extensive customer service data by simplifying future interactions and achieving better results in the contact center.
"We are investing in digitization and AI to provide intelligent and seamless service to our customers, and we are seeing enormous progress," says Barry O'Sullivan. "We're better positioned than ever to innovate and help companies restore the power of human connection through digital interaction at every point in the customer journey."
Despite the challenging situation, 2020 was a record year for Genesys in all business areas. The company continued to capture market share by acquiring hundreds of new customers, growing the volume of business deals, increasing the number of cloud migrations, and continuing to support its installation base. For example, leading companies such as Adobe, Amazon Web Services, Google Cloud, and Zoom have driven the growth of the Genesys network as more companies seek the benefits of Experience as a Service and the company has been recognized for its leadership in the cloud by nearly every major industry analyst firm. (Source: Genesys)