Genesys and Google Cloud partner to deliver next-generation contact center experiences – SiliconANGLE News

Contact center software firm Genesys Telecommunications Laboratories Inc. is bringing its suite of customer experience and call center technology to Google Cloud.

The company said today its Genesys Multicloud CX platform will soon be available on Google Cloud as a private deployment option. The Genesys Multicloud CX Private Edition is expected to launch within the next 90 days. Customers will be able to take advantage of Google LLC’s public cloud computing platform and an array of cloud services the company offers.

Genesys Multicloud CX is a full-service contact center solution that enables organizations to respond to customers in real time via an array of channels, including phone, social media, live chat apps and directly through their websites.

The service is also being integrated with Google Cloud’s Contact Center AI tools that help to automate interactions between customer service and callers. Contact Center AI relies on the Dialogflow CX conversational artificial intelligence engine and powers virtual agents that handle routine calls and text message queries and provide answers to common customer queries.

The Contact Center AI tools are available now as a native integration for Genesys Multicloud CX and through the AppFoundry for Genesys Cloud CX.

Genesys said it’s planning further integrations with Google’s BigQuery and Kubernetes Engine services so organizations can use real-time streaming events and historical data to inform their contact center operations.

At the same time, Genesys and Google are planning to collaborate on new, next-generation AI, machine learning and data analytics applications that will help companies deliver stronger, more intuitive and responsive experiences, John Hernandez, executive vice president and general manager of Genesys’ multicloud solutions, told SiliconANGLE. The plan is to merge Genesys’ orchestration capabilities with Google’s AI, machine learning and data analytics smarts to create new solutions in areas such as customer journeys, automated customer care, predictive customer satisfaction, AI-based multifactor authentication and unique conversational channels that leverage Google Search, Google Maps and other services.

For example, Hernandez said, if someone breaks a mobile phone while on the road, she could borrow a device to search for a new one, get results that show locations on Google Maps to buy a new one and call an agent inside Maps to have one ready that matches the broken phone when she arrives at the store. The Google integrations, he said, “make it easy for the consumer to navigate through that.”

Lastly, a more immediate update sees Genesys make its Genesys CX offerings available in Chrome OS by embedding it within the Chrome browser. So now, the company’s platform is accessible from any web page an agent might be using, so they have more freedom to find the information they need to help customers.

Google Cloud Chief Executive Thomas Kurian said consumers today expect instant and exceptional service experiences at the click of a button. “Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together AI, machine learning and data analytics to deliver the best possible outcomes for consumers,” he said in a statement.

With reporting from Robert Hof

Image: Genesys

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