Ushering in a new era of AI-powered customer experience through Genesys Cloud

Avanti Misra, Director Partner Sales  Genesys India

“Genesys technology empowers more than 8000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. A market leader in AI-powered Experience Orchestration, Genesys associates with partners who set the pace in their respective industries”

BRAND POWER
Building upon its 30-year pedigree in helping organizations all over the world power their contact centres, Genesys rapidly transformed into a leading cloud company by expanding its portfolio and ecosystem to enable the next era of AI-powered end-to-end experiences through its all-in-one platform, Genesys Cloud. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

In the next era of employee and customer experiences, Genesys is redefining what is possible. In order to provide valuable, real-time insights that inform C-suite decisions, we're advancing our single platform strategy anchored in experience orchestration. Our goal is to create experiences that drive business outcomes for our customers.

BRAND VIRTUE 
Genesys assesses a range of measures to inform the broader perspective of brand health and impact. As a brand, Genesys harnesses data-driven insights extensively to assess brand awareness and perception, employing various analytics and data visualisation tools, dashboards and methodologies to gauge audience sentiment, engagement levels, and brand sentiment across multiple platforms. These include but are limited to website analytics, customer surveys & feedbacks, brand and social media monitoring, competitive analysis amongst others.

BRAND MESSAGING
Genesys offers a compelling value proposition centred on delivering exceptional customer experiences through innovative technology solutions. At the core of its value proposition is its vision Experience as a Service, which aims to provide empathetic and personalised experiences at scale. By leveraging cloud-based infrastructure and extensive AI-powered experience orchestration capabilities, Genesys empowers organisations to build loyalty with their customers, enhance employee engagement and productivity and drive key business outcomes. Genesys enables businesses to engage with customers seamlessly across multiple channels, and ensures a consistent and cohesive experience for customers regardless of the channel they choose to interact with.

One of the key strategies employed by Genesys to ensure consistent communication across all customer touchpoints is omnichannel integration. Its collaboration with Salesforce to introduce the CX Cloud represents one such significant step forward in redefining customer experiences. By leveraging innovative technology solutions and strategic partnerships, Genesys empowers organisations to deliver exceptional customer experiences and drive business growth in today's competitive landscape.

BRAND INNOVATION
Genesys’ R&D centres in India span across three of the key technology cities of Chennai, Hyderabad, and Bangalore, with the Chennai R&D centre being the second-largest globally. A substantial portion of its India workforce is dedicated to R&D, who develop innovative and cutting-edge technology products for Genesys globally. They play a pivotal role in driving forward key initiatives such as speech analytics, voice recognition, sentiment analysis, cloud and AI, which significantly contribute to our market-leading product portfolio and digital capabilities.

Leveraging India's abundant technical talent pool and favourable business environment, Genesys is committed to delivering exceptional customer experiences and bolstering contact centre capabilities through innovative digital solutions, AI, and machine learning applications. Its Chennai Centre of Excellence (CoE) has a mandate to develop innovative technologies around cloud and AI aimed at invigorating BPO businesses and accelerate contact centre transformation. 

To further advance the company’s digital and AI innovations, Genesys invested $300 million in Genesys Cloud research and development during fiscal year 2024.