Genesys has announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers’ ever-changing needs in the digital landscape.
Consumers’ lives are increasingly digital, blurring the lines between marketing, sales and service for brands.
Businesses are recognizing the strategic benefit of better orchestrating every consumer touchpoint.
Genesys Digital will focus on enabling companies to keep pace with consumers’ evolving preferences for digital engagement across the customer journey, whether using webchat for an enquiry, scheduling an appointment via text or receiving care from a chatbot.
Genesys is already seeing this transition in its business, with digital interactions growing more than 300 percent year on year. In fact, 15 percent of Genesys Cloud customers are now digital-first.
In addition, many of the company’s largest enterprise customers using Genesys Multicloud are also experiencing a shift to digital with increasing volumes of chat sessions over phone calls.
IDC predicts that by 2021, 65 percent of organizations will have moved to digital-first through automated operations and contactless experiences, as physical interactions become a thing of the past.
“Businesses have to reinvent how they connect with customers in a digital-first world,” said Tony Bates, chief executive officer (CEO), Genesys.
“We’re broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience so they can connect with today’s consumers, anywhere on their path, on their terms.”
“The future of customer engagement won’t be defined by channel, but rather the consumer’s experience of initiating contact with that brand.”