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New Genesys Capabilities Enable Out-of-the-Box AI and Automation for Empathetic Customer Experiences Based on Context and Intent

/PRNewswire/ Genesys®, a global cloud leader in customer experience orchestration, has announced new capabilities within the Genesys Cloud CX™ platform that. ....

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Genesys announces free Rapid Response solution for Covid-19 support in India

The solution helped more than 700 organisations maintain business continuity ....

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Genesys Announces Support for New Instagram Messaging

/PRNewswire/ Genesys®, a global leader in cloud customer experience and contact center solutions, has announced new Messenger API support for Instagram,. ....

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Suncorp upgrades contact centre platform

By
Kate Weber
on May 25, 2021 5:22AM
For 7000 agents.
Suncorp has upgraded the software underpinning its contact centre operations with a view to answering calls in future with a blend of virtual and human resources .
The new software, Genesys Engage, will be used by about 7000 agents to handle volumes of around 15 million voice interactions each year.
In the first instance, the upgrade will boost capacity, while supporting a fluid workplace across multiple sites, and providing greater flexibility to manage workload, Genesys said in a statement.
It was also to improve its ability to respond quickly to claim events and ensure it prioritises customers in the moments that matter. ....

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Genesys Completes Acquisition of Bold360 from LogMeIn

Genesys Completes Acquisition of Bold360 from LogMeIn
Bold360 joins Genesys in delivering the next frontier of digital customer experience
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Genesys®, a global leader in
contact center solutions, has completed its acquisition of Bold360 from LogMeIn, advancing its Experience as a Service(SM) vision. Bold360 is known for its leading digital capabilities, including conversational AI, dynamic knowledge base and intuitive agent experience.
By uniting Bold360 s complementary capabilities with the Genesys AI and data platform and partner ecosystem, Genesys will enable companies to deliver experiences that are fluid, context-based and personalized across any part of their business or channel. With Bold360, Genesys will accelerate its vision for Experience as a Service, reimagining how empathy can inextricably link marketing, sales and service experiences for customers. ....

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