Genesys and Google Cloud have expanded their partnership to help organizations improve their customer support operations.
The deal will see Genesys add its Genesys Multicloud CX solution to Google Cloud, enabling organizations to deploy a private edition of its customer experience platform on Google Cloud infrastructure. Genesys said with its solution, organizations will have an “open multi-cloud path to embrace the next step of their customer experience (CX) evolution on Google Cloud infrastructure.”
The firm also plans to deepen its integration with Google Cloud Contact Center AI (CCAI), BigQuery and Kubernetes Engine (GKE). By doing this, Genesys said that organizations can use real-time streaming events and historical data from across their businesses on their preferred infrastructure for governance, controls, and customization across multiple private and public cloud environments.
The two companies will also collaborate on next-generation applications of artificial intelligence (AI), machine learning, and data analytics to develop new products in areas such as customer journeys, automated customer care, predictive customer satisfaction, AI-driven multi-factor authentication, and unique conversational channels that leverage Google Search, Maps, and other services.
Genesys has also enabled organizations to directly access Genesys’ customer experience solutions through the Chrome OS by embedding it in the Chrome web browser. This will allow customer service agents to access such solutions to find information to help customers
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Thomas Kurian, CEO of Google Cloud, said today’s consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone. "Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning, and data analytics to deliver the best possible outcomes for consumers,” he said.
Tony Bates, CEO and chairman of Genesys, said to thrive in this new customer-led landscape, companies must deliver the personalized experiences people want.
“Google is a pioneer in deep consumer knowledge; partnering with such an innovator will be a true game-changer for customers and employees around the world,” he added.
Google Cloud CCAI is currently available as a native integration for Genesys Multicloud CX and through the AppFoundry for the Genesys Cloud CXTM platform. Genesys Multicloud CX private edition is expected to be available for Google Kubernetes Engine within the next 90 days globally.
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Rene Millman is a freelance writer and broadcaster who covers cybersecurity, AI, IoT, and the cloud. He also works as a contributing analyst at GigaOm and has previously worked as an analyst for Gartner covering the infrastructure market. He has made numerous television appearances to give his views and expertise on technology trends and companies that affect and shape our lives. You can follow Rene Millman on Twitter.