Genesys and Salesforce Launch AI-Powered Customer Experience and Relationship Management Solution

Genesys, a leader in AI-powered experience orchestration, announced a strategic collaboration with Salesforce, the #1 AI CRM, to help businesses bring together their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences. The companies are introducing a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX™ and Salesforce Service Cloud called CX Cloud from Genesys and Salesforce.

This jointly released solution makes agent and supervisor jobs more seamless, bringing enterprise contact center and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud. Through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organizations to better understand customer interactions, behavior and history across their journey.

“This new solution from Genesys and Salesforce brings together the strengths of both platforms, presenting ADP with significant potential to improve our client and service representative experience, achieve deeper levels of personalization, and drive operational ease of use,” said Jim Mueller, vice president, global product and technology at ADP. “Real-time sharing of data, customer insights and relevant actions across cloud platforms could allow ADP to utilize more comprehensive, accurate and effective AI modeling to continuously streamline our customers’ experiences. This type of seamless synchronization across platforms offers the possibility to drive more business value than each platform could individually and results in an undeniably powerful technology stack.”

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According to “The State of Customer Experience” report by Genesys, released in April 2023, customer experience (CX) leaders (44%) noted that the biggest challenge to delivering fluid experiences is the lack of carryover of customer context from one channel to another. To resolve this, most CX leaders reported the top two technology initiatives to support their strategic priorities include implementing an integrated CX platform (71%) and connecting technology and data for omnichannel experiences (50%).

Synchronized, AI-Ready Data

With CX Cloud from Genesys and Salesforce, organizations can improve customer personalization and reduce the development burden on IT and analyst teams. Salesforce Data Cloud’s unified data fabric enables organizations to automatically aggregate real-time data to power smarter AI, which enables people to have more contextualized customer conversations and equips self-service bots with knowledge to handle interactions more efficiently. Businesses also gain deeper analytics and reporting capabilities to action insights and track KPIs, such as service levels, handle times, overall customer satisfaction and more.

SOURCE: PRNewswire