Genesys Expands Support for Google Cloud Contact Center AI Across All Three Customer Experience Platforms

Artificial Intelligence (AI)Sales Engagement

By STS News Desk On Apr 9, 2019

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Genesys, a global leader in omnichannel customer experience and contact center solutions, is extending its integration with Google Cloud Contact Center AI across all three of its platforms – Genesys PureEngage, PureConnect and PureCloud – this quarter. Differentiated by native telephony, omnichannel orchestration and agent desktop offerings, Genesys provides businesses the rare advantage to implement bots and automation using Google Cloud Contact Center AI without introducing the complexity of third-party integrations. The company is already working with existing customers running on each of its platforms to integrate Google Cloud Contact Center AI, including a leading global ridesharing company, one of the world’s top five largest automobile manufacturers and a Fortune 500 US department store.

As showcased last year at Google Cloud Next ’18, Genesys was one of the first partners to integrate with Google Cloud Contact Center AI. Genesys is now helping multiple enterprise-level organizations leverage this technology through its early adopter program. In fact, Genesys is one of the only vendors to support an integrated end-to-end Google Cloud Contact Center AI solution for small, medium and large enterprises across both cloud and on-premises deployments.

“The launch of Google Cloud Contact Center AI was a game-changer for the industry,” said Paul Lasserre, vice president of product management for artificial intelligence (AI), Genesys. “Businesses leveraging Genesys solutions have already identified hundreds of use cases for this powerful technology to provide holistic value across marketing, sales and services contexts.”

The Genesys integration with Google Cloud Contact Center AI enables AI-powered virtual assistants to intuitively handle routine calls and chats or escalate an interaction to an employee when needed. Lasserre added, “Now any business using our customer experience platform can easily put their AI strategy in motion leveraging Google Cloud and Genesys. Our AI capabilities, including Predictive Routing, coupled with Google Cloud Contact Center AI enables businesses to better support employees and care for customers.”

“Contact Center AI empowers enterprises to use AI to complement and enhance their contact centers,” said Rajen Sheth, the director of Product Management for Google. “Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like Genesys.”