PROVO, Utah and
SAN FRANCISCO, June 16, 2021 /PRNewswire/ -- Qualtrics (Nasdaq:
XM), the world's No. 1 Experience Management (XM) provider and
creator of the XM category, and Genesys, a global leader in cloud
customer experience and contact center solutions, today announced a
new partnership to help companies deliver world-class customer
service experiences at scale. The new alliance will bring together
Genesys' engagement data, such as a customer's previous service
interactions, and Qualtrics' experience data, or how customers felt
about the service they received, to help companies to understand
every factor impacting customer satisfaction in a single view.
Resolving a customer service case is only one aspect of a
successful customer interaction. How the customer feels about the
service they received is equally important, and how companies use
that experience data to continuously design and improve the service
delivered will become a competitive differentiator. This includes
how customers perceive their interactions through self-service
resources, AI-powered chatbots, or customer service agents. By
acting on and learning from these insights based on customer
service experiences, organizations can increase customer loyalty,
decrease churn, and deliver true personalized experiences at
scale.
"Digital transformation has changed the way consumers expect to
engage businesses and they're using the channels that offer the
fastest path to what they want or need, and they expect total
service," said Tony Bates, CEO of
Genesys. "Successful companies are delivering personalized
experiences with empathy at their core. With Qualtrics and Genesys,
businesses can now orchestrate an empathetic customer service
experience starting in marketing and spanning to sales and service
interactions."
"As companies undergo a massive experience transformation, they
need to understand the hearts and minds of their customers more
than ever to deliver experiences that drive loyalty," said
Zig Serafin, CEO of Qualtrics. "The
combination of real-time customer sentiment from Qualtrics with
individual service history from Genesys helps companies take action
to deliver incredible customer experiences at scale."
Customer Experience Beyond the Closed Case
This past
year, consumers went all-in on digital as the preferred way to
connect, and customers grew accustomed to the ubiquitous access and
the fluidity of experiences. Companies now see a new opportunity to
differentiate and build brand loyalty by supporting fluid
conversations across voice and digital channels, without losing
context. Together, Qualtrics and Genesys will provide a holistic
view of a customer's service experience history, including their
sentiment over time, their past service interactions, and
communications preferences. Based on these insights, companies can
determine the best way to provide incredible customer service, and
how to keep consumers engaged in this always-on digital
economy.
Close Service Gaps with Automated Workflows
With
Qualtrics and Genesys, companies can easily set up and orchestrate
workflows and alerts to automatically trigger a follow-up based on
customer feedback. The ability to reach out to customers to resolve
or mitigate an issue before it escalates or even happens can be the
difference between a lifelong brand advocate or a social media fire
drill. For example, if a customer indicates they had a negative
interaction about an online checkout issue, that feedback is
automatically shared with the agent, captured on Genesys, and
routed to the appropriate team to fix the issue.
Improve Service Delivery with Customer
Feedback
Customer service agents play a critical role in
improving the service experience, and the partnership will give
agents the data they need to improve over time. Agents can
easily view trending topics that positively or negatively impact
customer satisfaction, based directly on customer feedback. This
experience data, combined with engagement data from Genesys such as
case resolution rate, helps agents and their managers focus on
areas where additional coaching may be beneficial in order to
provide better service experiences in the future.
Availability
A Qualtrics and Genesys integration is
available to customers today on the Qualtrics Marketplace and
Genesys AppFoundry. New integrations will be available later this
year.
About Genesys
Every year, Genesys®
delivers more than 70 billion remarkable customer experiences for
organizations in over 100 countries. Through the power of the cloud
and AI, our technology connects every customer moment across
marketing, sales and service on any channel, while also improving
employee experiences. Genesys pioneered Experience as a
Service™ so organizations of any size can provide true
personalization at scale, interact with empathy, and foster
customer trust and loyalty. Visit www.genesys.com.
About Qualtrics
Qualtrics, the world's No. 1
Experience Management (XM) provider and creator of the XM category,
is changing the way organizations manage and improve the four core
experiences of business—customer, employee, product, and brand.
Over 13,500 organizations around the world are using Qualtrics to
listen, understand, and take action on experience data
(X-data™)—the beliefs, emotions, and intentions that
tell you why things are happening, and what to do about it. The
Qualtrics XM Platform™ is a system of action that
helps businesses attract customers who stay longer and buy more,
engage employees who build a positive culture, develop breakthrough
products people love, and build a brand people are passionate
about. To learn more, please visit qualtrics.com.
Contact: press@qualtrics.com
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SOURCE Qualtrics