Amazon Web Services, Inc. (AWS), an Amazon.com company, announced that Genesys has selected AWS as the preferred cloud provider for Genesys Cloud, an all-in-one solution and leading public cloud contact center platform. Organizations around the world use the platform to manage and improve customer relationships across any channel, including voice, text, web chat, and social. Genesys Cloud is built on and relies upon AWS’s comprehensive set of cloud services to quickly develop and deliver new features to customers, as well as to enable organizations to deploy and scale the platform rapidly. Throughout the COVID-19 pandemic, Genesys Cloud has leveraged AWS’s highly reliable and secure global infrastructure to help organizations swiftly transition from centralized contact centers to remote contact centers, allowing service representatives to work from home and manage higher interaction volumes as a result of the crisis.
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The Genesys Cloud platform uses a broad range of AWS services including compute, database, analytics, machine learning, storage, and security to enable organizations to deliver personalized experiences to their contact center customers even during peak demand. For example, to help generate real-time insights that guide human agents and chatbots during customer engagements, Genesys Cloud uses Amazon Athena for on-demand, serverless analysis of historical customer data, along with Amazon ElastiCache, a service that provides in-memory data storage and caching, to facilitate effective live interactions. To further enhance contact center responsiveness, Genesys Cloud indexes and queries customer interactions using Amazon DynamoDB, a key value database that delivers single-digit millisecond performance at any scale, enabling users to identify patterns in customer service requests around the world and accommodate extreme concurrency of requests. Built on AWS’s scalable and highly performant infrastructure, Genesys Cloud features a microservices architecture and robust application programming interfaces (API) to enable its customers to easily customize their experience by integrating third-party software such as business optimization and employee and customer engagement applications.
“It’s more important than ever for organizations’ contact centers to be nimble so they can adjust their operations, pivot rapidly to remote work, and manage fluctuating demand at a moment’s notice. The depth of AWS services contribute to Genesys Cloud’s robust capabilities and scale, which enable organizations to ensure business continuity and maintain meaningful connections with their customers,” said Olivier Jouve, Genesys Executive Vice President and General Manager of Genesys Cloud. “In addition, with AWS’s global infrastructure, we are putting Genesys Cloud within reach for even more organizations around the world, helping them improve customer engagement while meeting data sovereignty requirements.”
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