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Genesys and Google Cloud extend partnership, build future of digital customer service

By Catherine Knowles
Tue 16 Nov 2021

Genesys and Google Cloud have expanded their strategic partnership to help organisations connect customer support and experiences in a more distributed, digital world.

To help organisations embrace changing expectations from consumers, Genesys states the company will bring the Genesys Multicloud CXTM solution to Google Cloud, enabling organisations to deploy a private edition of its customer experience platform on Google Cloud’s infrastructure.

With Genesys Multicloud CX private edition, organisations will have an open multicloud path to embrace the next step of their customer experience (CX) evolution on Google Cloud infrastructure, the company states.

Genesys also plans to deepen its integration with Google Cloud Contact Centre AI (CCAI), BigQuery and Kubernetes Engine (GKE).

With these deep integrations across multiple Google Cloud services and technologies, organisations can use real-time streaming events and historical data from across their businesses on their preferred infrastructure for governance, controls and customisation across multiple private and public cloud environments, the company states.

Building on a multi-year alliance, the two companies state they will collaborate on next-generation applications of artificial intelligence (AI), machine learning and data analytics to create new solutions to enable organisations to deliver more intuitive and responsive experiences.

By bringing together experience orchestration capabilities from Genesys and AI, machine learning and data analytics capabilities from Google Cloud, the companies will develop new solutions in areas like customer journeys, automated customer care, predictive customer satisfaction, AI-driven multi factor authentication, and conversational channels that leverage Google Search, Maps and other services, the companies states.

In addition, Genesys has made it possible for organisations to access Genesys customer experience solutions directly through the Chrome OS by embedding it in the Chrome web browser. This means it’s accessible on any web page an agent might use during the day.

Genesys CEO and chairman Tony Bates says, “Consumers have the authority to instantly change the trajectory of an organisation's future and an industrys relevancy.

"To thrive in this new customer-led landscape, companies must deliver the personalised 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.”

Google Cloud CEO Thomas Kurian says, “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.”

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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