Genesys Launches Native Journey Management for Genesys Cloud, Delivering Deeper Insights and Control to Fuel AI-Driven Experiences
May 14 2024 - 11:07AM
Business Wire
New capabilities give organizations unmatched
visibility into customer behaviors to provide personalized
experiences that build loyalty
Today at Xperience 2024, Genesys®, a global cloud leader in
AI-powered experience orchestration, announced the availability of
native journey management capabilities for the Genesys Cloud™
platform that seamlessly works alongside Genesys Cloud AI helping
organizations ensure every customer interaction is continuously
optimized. With Genesys Cloud Journey Management, organizations can
build, monitor and visualize customer interactions as they shop,
buy and get service, and then use those insights to maximize the
impact of Genesys Cloud AI through improved automation, prediction
and conversational intelligence. New levels of understanding and
control allow organizations to better orchestrate customer journeys
for more personalized end-to-end experiences.
Today's consumers set high expectations for every interaction
with a brand, and they won’t hesitate to take their business
elsewhere after a poor experience. Yet, most contact centers still
rely on traditional metrics like average handle time, first-contact
resolution and others to measure the health of their customer
experiences. While important, these metrics are only one chapter in
the complete story of a customer’s entire journey.
According to Gartner®,i “Investing in customer journey analytics
and orchestration (CJA/O) is critical for customer service and
support technology leaders aiming to simplify complex customer
journeys and improve service experiences.”
“Our native journey management capabilities further deepen the
AI-powered experience orchestration engine of Genesys Cloud,” said
Olivier Jouve, chief product officer at Genesys. “With this
release, every organization can now harness deeper insights about
their customers’ journeys, giving them new levels of visibility and
control to continually deliver the personalized, end-to-end
experiences that drive business growth.”
Discover What’s New with Genesys Cloud Journey
Management
Journey Flows and Journey Analyzer are now embedded within
Genesys Cloud, enabling organizations to start uncovering insights
from their existing customer data with no extra configuration
required. This gives organizations instant access to powerful
customer journey visualizations, analytics and insights to bring
their customer behavior to life across every interaction.
Businesses can pinpoint where customers are switching channels,
repeating actions or successfully achieving their intended goals.
Organizations can now use Journey Flows and Journey Analyzer
to:
- Visualize customer behavior to identify opportunities for
improvement.
- Centralize customer and employee data processing through a
single unified view of customers and employees.
- Enhance analytics by using the same dataset as routing,
schedules, forecasting and machine learning.
- Connect events together, such as identifying customers who call
back a day after a digital interaction or customers who choose not
to interact with bots.
How Genesys Cloud Journey Management and Genesys Cloud AI
Work Together
Journey management is integral to delivering AI-powered
experience orchestration, and Genesys Cloud Journey Management and
Genesys Cloud AI are complementary technologies that enhance one
another. Genesys Cloud AI generates crucial data that the journey
management technology relies on for visualizing and analyzing
customer behavior. Insights from Genesys Cloud Journey Management
are then used by the platform's AI to continually enhance its
training, knowledge and data in a range of ways, such as:
- Identifying where and when to create new self-service and
virtual agent interactions to better address customer behavioral
patterns.
- Improving conversational AI models through greater
understanding of customer intents and closing knowledge database
gaps to ensure effectiveness.
- Leveraging insights to boost predictive capabilities to deliver
the next best action to customers and more accurate routing to the
right resource based on their individual needs.
By bringing together Genesys Cloud AI and Genesys Cloud Journey
Management, the company is laying the groundwork to help
organizations better understand the root causes of successful and
unsuccessful experiences and receive timely alerts when there are
unexpected changes in journey performance. This paves the way for
business leaders to address challenges more effectively, armed with
sharper insights and faster responses.
Availability
Journey Flows is now available and included with any Genesys
Cloud CX® license, while Journey Analyzer is currently offered
under limited availability. These capabilities mark the first phase
of native journey management for the Genesys Cloud platform with
more expansion expected this year.
What the Industry Is Saying About Genesys Cloud Journey
Management
- “We’re the leading managed vacation and holiday resort
businesses in Europe because of our commitment to delighting our
guests and owners by delivering great customer experiences,” said
Neil Jones, voice communications lead, Awaze. “Using Genesys Cloud
Journey Management for just a short time showed us how we can use
journey analytics to help fine-tune our approach to CX. The ability
to see into our flows and visualize customer behavior interactively
in the same platform where we design and build experiences helps us
to instantly apply this insight to optimize every touchpoint for
the best customer outcome.”
- “Journey management capabilities have long been a holy grail
for companies seeking to understand how best to service their
customers and prospects. To date, these capabilities have required
complex and expensive add-ons, which only the largest companies
deployed,” said Sheila McGee-Smith, president and principal analyst
at McGee-Smith Analytics. “With journey management now natively
available in Genesys Cloud, more businesses will be well-positioned
for a future where AI-driven service experiences will dominate,
requiring them to continually optimize their knowledge, data and
training to fuel positive, loyalty-building engagement with their
customers.”
To watch select Xperience keynotes on-demand, visit the
Xperience Encore Event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
_______________ i Gartner, Market Guide for Customer Journey
Analytics & Orchestration, Christopher Sladdin, Daniel
O’Sullivan, 27 February 2024
GARTNER is a registered trademark and service mark of Gartner,
Inc. and/or its affiliates in the U.S. and internationally and is
used herein with permission. All rights reserved.
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in its research publications, and does not advise technology users
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of Gartner’s research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
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Media Contacts: Marielle Sedin Genesys
Marielle.sedin@genesys.com
Method Communications Genesys@methodcommunications.com