Genesys

National Domestic Violence Hotline Recognized as CX Humanitarian at 2024 Genesys Customer Innovation Awards

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Tuesday, May 14, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, announced the National Domestic Violence Hotline (The Hotline) as the Customer Experience (CX) Humanitarian winner during its 19th annual Customer Innovation Awards.

Key Points: 
  • Genesys ®, a global cloud leader in AI-powered experience orchestration, announced the National Domestic Violence Hotline (The Hotline) as the Customer Experience (CX) Humanitarian winner during its 19th annual Customer Innovation Awards.
  • The Hotline received the CX Humanitarian Award for leveraging the Genesys Cloud™ platform to carefully and sensitively transform support for domestic violence survivors.
  • During its annual Customer Innovation Awards, Genesys recognizes organizations from across the globe for transforming their customer and employee experiences with AI, cloud and digital technologies.
  • The Hotline accepted the CX Humanitarian award at Genesys Xperience 2024 in Denver.

Genesys Recognizes Modivcare as Winner of EX Mobilizer Award

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Tuesday, May 14, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, announced Modivcare as the winner of the Employee Experience (EX) Mobilizer category in its 19th annual Customer Innovation Awards.

Key Points: 
  • Genesys ®, a global cloud leader in AI-powered experience orchestration, announced Modivcare as the winner of the Employee Experience (EX) Mobilizer category in its 19th annual Customer Innovation Awards.
  • The EX Mobilizer category recognizes organizations for modernizing their approach to managing and empowering employees, resulting in improved experiences.
  • To further accelerate a digital-first strategy, Modivcare implemented Genesys Web Messaging to enable agents to handle member inquires more efficiently.
  • Modivcare accepted its EX Mobilizer award at Xperience 2024 in Denver.

Genesys Launches Native Journey Management for Genesys Cloud, Delivering Deeper Insights and Control to Fuel AI-Driven Experiences

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Tuesday, May 14, 2024

“Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud,” said Olivier Jouve, chief product officer at Genesys.

Key Points: 
  • “Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud,” said Olivier Jouve, chief product officer at Genesys.
  • 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.
  • These capabilities mark the first phase of native journey management for the Genesys Cloud platform with more expansion expected this year.
  • “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.

Genesys Recognizes Virgin Atlantic as Winner of CX Innovator Award

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Tuesday, May 14, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, announced Virgin Atlantic as the Customer Experience (CX) Innovator winner for its enterprise category during its 19th annual Customer Innovation Awards.

Key Points: 
  • Genesys ®, a global cloud leader in AI-powered experience orchestration, announced Virgin Atlantic as the Customer Experience (CX) Innovator winner for its enterprise category during its 19th annual Customer Innovation Awards.
  • The CX Innovator award recognizes organizations that are pushing the limits to deliver smarter and more cohesive customer and employee experiences (CX and EX) with the AI-powered Genesys Cloud™ Platform.
  • Pursuing these outcomes, Virgin Atlantic turned to the Genesys Cloud™ platform and revolutionized its CX and EX.
  • On average, 29% of Virgin Atlantic customer queries are now addressed through self-service options without needing to speak with an agent.

Zurich Switzerland Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards

Retrieved on: 
Tuesday, May 14, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, today announced Zurich Switzerland was named the Customer Experience (CX) Achiever winner in the Enterprise category during its 19th annual Customer Innovation Awards.

Key Points: 
  • Genesys ®, a global cloud leader in AI-powered experience orchestration, today announced Zurich Switzerland was named the Customer Experience (CX) Achiever winner in the Enterprise category during its 19th annual Customer Innovation Awards.
  • Zurich Switzerland received the award for transforming customer engagement and empowering its employees to deliver exceptional experiences with the Genesys Cloud™ platform.
  • Moving to the Genesys Cloud platform has allowed Zurich Switzerland to reimagine how it engages with its customers and employees.
  • Zurich Switzerland accepted the CX Achiever award at Genesys Xperience 2024 in Denver.

Genesys Awards Kiwibank as Winner of CX Innovator Award

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Tuesday, May 14, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, announced Kiwibank as the winner of the Customer Experience (CX) Innovator (SMB and Mid-Market) category during its 19th annual Customer Innovation Awards.

Key Points: 
  • Genesys ®, a global cloud leader in AI-powered experience orchestration, announced Kiwibank as the winner of the Customer Experience (CX) Innovator (SMB and Mid-Market) category during its 19th annual Customer Innovation Awards.
  • The CX Innovator award specifically is given to organizations that are pushing the limits to deliver smarter and more cohesive customer and employee experiences with Genesys Cloud AI.
  • Already achieving results with the Genesy Cloud™ platform, Kiwibank saw an opportunity to partner further with Genesys to modernize its use of voicebots.
  • Kiwibank accepted its CX Innovator award at Xperience 2024 in Denver.

Western Sydney University Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards

Retrieved on: 
Tuesday, May 14, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, today announced Western Sydney University (WSU) was named the Customer Experience (CX) Achiever winner in the small-to-medium business and mid-market subcategory during its 19th annual Customer Innovation Awards.

Key Points: 
  • Genesys ®, a global cloud leader in AI-powered experience orchestration, today announced Western Sydney University (WSU) was named the Customer Experience (CX) Achiever winner in the small-to-medium business and mid-market subcategory during its 19th annual Customer Innovation Awards.
  • The CX Achiever award recognizes organizations that use Genesys technology to reimagine customer experiences while giving employees the ability to deliver smarter outcomes with less effort.
  • During its annual Customer Innovation Awards, Genesys recognizes organizations from across the globe for transforming their customer and employee experiences with AI, cloud and digital technologies.
  • WSU will accept the CX Achiever award at Genesys Xperience Sydney in July.

Inoria launches INO AI, a comprehensive AI solution offering

Retrieved on: 
Monday, May 13, 2024

DENVER, May 13, 2024 /PRNewswire-PRWeb/ -- Genesys Gold Partner launches innovative approach to AI self-service at Xperience 24

Key Points: 
  • Inoria launches new Conversational AI initiative, INO AI grouping the company's in-house expertise and unique self-service capabilities with best-of-breed AI technology partners serving as the industry's go-to source for next-generation customer interactions.
  • Inoria, a full-suite contact center solutions and service partner announces the launch of its new initiative grouping its Conversational Artificial Intelligence (AI) offerings under the name, INO AI.
  • INO AI is the culmination of decades of expertise in Conversational AI, customer implementations and unique capabilities delivering a high-touch consultancy and iterative approach that blends intuitive customer experiences with business requirements.
  • Inoria is backed by innovative partners specializing in Conversational AI technologies, Cognigy, Kore.AI and Parloa, along with existing customer experience solution providers, Genesys and Talkdesk, who have built-in Conversational AI capabilities.

New Genesys Report Finds That All Generations Are Ready for AI — If It Can Make Their Customer Experiences Better

Retrieved on: 
Thursday, May 9, 2024

According to “The humans and AI in unison: Driving the new era of customer experience” report, there are some similarities.

Key Points: 
  • According to “The humans and AI in unison: Driving the new era of customer experience” report, there are some similarities.
  • Examining people’s general outlook on the future of AI, more than half (56%) of respondents are uncertain about what’s true or exaggerated.
  • From orchestrating more connected customer experiences, to enabling employees and more, AI is transforming the relationship between organizations and consumers for the better.
  • Learn more about the findings of “The humans and AI in unison: Driving the new era of customer experience” report here.

Morgan Freeman Outranks Ryan Reynolds, Taylor Swift as Most Desired Chatbot in New Study from Genesys

Retrieved on: 
Thursday, May 9, 2024

1 most desired voice across all generations, with his incredibly recognizable and resonant tone, was Morgan Freeman, according to a new report from Genesys® , a global cloud leader in AI-powered experience orchestration.

Key Points: 
  • 1 most desired voice across all generations, with his incredibly recognizable and resonant tone, was Morgan Freeman, according to a new report from Genesys® , a global cloud leader in AI-powered experience orchestration.
  • View the full release here: https://www.businesswire.com/news/home/20240509109170/en/
    Beyond the celebrity bot, consumers have preferences for the characteristics of their virtual agents.
  • 2 spot in new report, “The humans and AI in unison: Driving the new era of customer experience.” The “Tortured Poets Department” singer, Taylor Swift, ranked as consumers’ third choice.
  • Respondents were provided with 10 pre-selected celebrities, as well as the option to write in their top celebrity choice.