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Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud

By Tracey E. Schelmetic May 20, 2024

Companies today are increasingly striving to maximize the quality and efficiency of all customer interactions. It’s not only a way to acquire and keep more customers; it’s also a way of harnessing data and automation to reduce in-house costs and make the most of human agents’ time and efforts.

Today's consumers have high expectations for every interaction with a brand, and they won’t hesitate to wholly abandon transactions if they don’t get what they want. Most contact centers today still rely on traditional metrics like average handle time, first-contact resolution and others to measure the health of their customer experiences. These KPIs may help uncover a piece of the customer journey, but they won’t show the whole journey.

Genesys recently announced the availability of native journey management capabilities for the Genesys Cloud platform; these seamlessly work alongside Genesys Cloud AI to help users ensure that every customer interaction is continuously optimized. With Genesys Cloud Journey Management, organizations can build, monitor and visualize customer interactions as they shop, buy and get service, and then use those insights to maximize the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. New levels of understanding and control allow organizations to better orchestrate customer journeys for more personalized end-to-end experiences.

Two new features, Journey Flows and Journey Analyzer, are now embedded within Genesys Cloud, enabling organizations to start uncovering insights from their existing customer data with no extra configuration required. This gives organizations instant access to customer journey visualizations, analytics and insights to bring their customer behavior to life across every interaction.

“Investing in customer journey analytics and orchestration (CJA/O) is critical for customer service and support technology leaders aiming to simplify complex customer journeys and improve service experiences,” said Olivier Jouve, Chief Product Officer at Genesys. “Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud. With this release, every organization can now harness deeper insights about their customers’ journeys, giving them new levels of visibility and control to continually deliver the personalized, end-to-end experiences that drive business growth.”

Edited by Alex Passett
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