{"id":107941,"date":"2020-01-23T13:51:58","date_gmt":"2020-01-23T13:51:58","guid":{"rendered":"https:\/\/news.microsoft.com\/?p=435966"},"modified":"2020-01-23T13:51:58","modified_gmt":"2020-01-23T13:51:58","slug":"how-genesys-is-personalizing-the-customer-experience-with-engage-azure-and-ai","status":"publish","type":"post","link":"https:\/\/sickgaming.net\/blog\/2020\/01\/23\/how-genesys-is-personalizing-the-customer-experience-with-engage-azure-and-ai\/","title":{"rendered":"How Genesys is personalizing the customer experience with Engage, Azure and AI"},"content":{"rendered":"
<\/div>\n

Microsoft and Genesys<\/a>, a global provider of contact center software, recently announced a partnership to enable enterprises to run Genesys\u2019 omnichannel customer experience solution, Genesys Engage<\/a>, on Microsoft Azure<\/a>. According to the two companies<\/a>, this combination will provide a secure cloud environment to help companies more easily leverage AI to address customer needs on any channel.<\/p>\n

Headquartered in Daly City, California, Genesys has more than 5,000 employees in nearly 60 offices worldwide. Every year, the company supports more than 70 billion customer experiences for organizations like Coca-Cola Business Services North America, eBay, Heineken, Lenovo, PayPal, BOSCH, Quicken and more.<\/p>\n

Transform spoke with Barry O\u2019Sullivan, executive vice president and general manager of Multicloud Solutions for Genesys, to explore how technology is reinventing the customer service experience.<\/p>\n

TRANSFORM<\/strong>: How are technologies like artificial intelligence (AI), machine learning and cloud transforming the customer service sector?<\/p>\n

O\u2019SULLIVAN<\/strong>: It\u2019s broader than customer service. It\u2019s the entire customer experience, which encompasses any point at which businesses engage with consumers, whether it\u2019s in a marketing, sales or service context. What cloud, AI and machine learning enable is the ability to make every experience unique to each individual. Every consumer wants to feel like they\u2019re the only customer that matters during each interaction with a brand. These technologies allow organizations to understand what customers are doing, predict what they will need next and then deliver it in real time.<\/p>\n

Traditionally, companies haven\u2019t been able to do that well, because it\u2019s hard to get a fix on a consumer as they move between channels. Maybe they come to a physical store one day, then call the next day or engage via web chat. These technologies allow brands to stitch together every customer interaction, and then use the resulting data to personalize the experience.<\/p>\n

TRANSFORM:<\/strong> Can you talk a little bit more about that customer journey and what customers will experience going forward?<\/p>\n

O\u2019SULLIVAN:<\/strong> Let\u2019s use contacting the cable company to get internet service as an example. You check out their website, but maybe you get stuck and use web chat to interact with a customer service representative. Today\u2019s technologies allow businesses to connect the dots to better understand the customer.<\/p>\n

Before these technologies were available, interactions were disconnected, and important customer details and context didn\u2019t move from one department or agent to the next. We all know what that\u2019s like \u2013 just think about a customer service experience when you had to repeat your name and birthdate every time you were passed to a new agent.<\/p>\n

Today\u2019s technology can tie together a customer\u2019s details, like their favored communication channel, past purchases, prior service requests and more, so the business really knows them. Then, using AI, it can match that customer with the contact center agent who has the best chance of successfully resolving the issue and achieving a specific business outcome, such as making a related sale.<\/p>\n

TRANSFORM:<\/strong> All of those kinds of experiences seem to be present in some form today. Is there a change coming that\u2019s going to take the consumer experience to the next level?<\/p>\n

O\u2019SULLIVAN<\/strong>: Personalized service is not a new concept, but very few businesses get it right. Today, it\u2019s about so much more than targeting personas or market segments.<\/p>\n

It\u2019s really about enabling organizations to link together their customers\u2019 and employees\u2019 experiences to deliver truly memorable, one-of-a-kind interactions. When it\u2019s done right, organizations already know who the customer is, what he or she wants and the best way to deliver it.<\/p>\n

That means understanding customers so well that businesses know the best times to contact them, on which channel and even the best days for an appointment. It\u2019s no longer one-size-fits-all service \u2013 it\u2019s tailor-made customer care for each consumer.<\/p>\n

TRANSFORM:<\/strong> Are your own customers ready to adopt the technologies to enable this kind of new experience?<\/p>\n

O\u2019SULLIVAN:<\/strong> When it comes to cloud, it\u2019s not a question of if<\/em>, but when<\/em> and how<\/em>. And that\u2019s one of the reasons the announcement between Genesys and Microsoft is so exciting. We have a lot of customers, especially large enterprises, who love Genesys and love Azure and really want to see that combination come together. So, giving them that option and that choice is really going to accelerate the migration to cloud.<\/p>\n

In terms of adopting AI and machine learning, many companies are in the early phases, but recognize the enormous potential of the technology. What makes AI truly compelling in the customer experience market is its ability to unlock data. Increasingly, businesses use digital channels, like web chat and text, to communicate with consumers, which combined with traditional voice interactions has resulted in copious amounts of data being produced daily. The key for organizations is figuring out how to harness and leverage it to more fully understand customers, their experiences and behaviors, as well as the needs of human agents. That\u2019s where Genesys comes in.<\/p>\n

TRANSFORM:<\/strong> How would you describe your experience working with Microsoft?<\/p>\n

O\u2019SULLIVAN:<\/strong> It\u2019s a great partnership because we\u2019ve got a common view of the customer and a very aligned vision on cloud. It\u2019s all about delivering agility and innovation quickly and reliably to our joint customers. So, it really helps when we\u2019re both all in on the cloud, all in on customer experience.<\/p>\n

Our customers are really excited about this combination of Genesys and Azure. They can simplify their maintenance, reduce costs and streamline the buying process. We believe in the advantages of moving to cloud, and obviously Azure is a leader there.<\/p>\n","protected":false},"excerpt":{"rendered":"

Microsoft and Genesys, a global provider of contact center software, recently announced a partnership to enable enterprises to run Genesys\u2019 omnichannel customer experience solution, Genesys Engage, on Microsoft Azure. According to the two companies, this combination will provide a secure cloud environment to help companies more easily leverage AI to address customer needs on any […]<\/p>\n","protected":false},"author":2,"featured_media":107942,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[49],"tags":[54,50],"class_list":["post-107941","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft-news","tag-azure","tag-recent-news"],"_links":{"self":[{"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/posts\/107941","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/comments?post=107941"}],"version-history":[{"count":0,"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/posts\/107941\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/media\/107942"}],"wp:attachment":[{"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/media?parent=107941"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/categories?post=107941"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sickgaming.net\/blog\/wp-json\/wp\/v2\/tags?post=107941"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}