Providing valued interactions to build a great customer experience with trust and empathy

Watch : Using Empathy to provide Personalisation

" We also have integration with major tech partners , including Microsoft , Google , Salesforce , Adobe , Zoom and Amazon ."

Bruce Rosen , SVP , Genesys

Great customer service improves brand loyalty ; valuable interactions build the trust to facilitate that . “ At Genesys we provide our customers with a way to manage and implement the qualities of empathy into their customer experience ,” explains SVP Bruce Rosen . “ We can drive a new level of personalization ; our Experience As a Service SM offering allows every company , big or small , to deliver that personalization at scale .”

Cloud accounts for 65 % of the Genesys customer base with 85 % of its business operating on a SaaS model with the flexibility to meet developing customer needs . “ Our technology transformation highlights a cloud -first strategy ,” says Rosen . “ Our digital marketplace AppFoundry offers 400 applications that can be integrated to enhance Genesys solutions . We also have integration with major technology partners , including Microsoft , Google , Salesforce , Adobe , Zoom and Amazon .”

Built for mission critical reliability and redundancy , the enterprise grade solutions Genesys deploy help companies like Verizon in their quest for the agility to be available for customers 24 / 7 . Reacting to changing market conditions with the ability to add new features in real time is key . “ We ’ re also seeing a rise in digital self-service ,” notes Rosen . “ Genesys chatbots driven by AI and Machine Learning , as well as our predictive engagement , support companies with the ability to deliver a hyper-personalized experience for their customers with every interaction . And as we ' ve all seen and experienced during this past year , the support of remote working from home and customer experience is now becoming the new normal .”