Customer Experience Platform Embraces the Future

Genesys has unveiled G-NINE at CX17 Indy. G-NINE is guiding the next evolution for the industry’s leading omnichannel platform to help companies of all sizes deliver magnificent customer experiences every time.

“G-NINE is an innovation framework that guides all Genesys offers and prepares organisations to thrive in the digital CX revolution,” said Merijn te Booij, Chief Marketing Officer at Genesys.

“G-NINE answers the call from customers who want easy, effective and personalised service, as well as from organisations that are challenged to keep up with customer behaviour and expectations – not to mention the pace and cost of technological innovation.”

The Genesys Customer Experience Platform enables complete customer journey management through its transformative functionality and comprehensive services designed with deep cerebral power, the finesse of the human touch, and the integrated capabilities to help organisations run the smartest business possible.

Forrester data indicate that two-fifths of US online adults prefer to use digital customer service rather than speak with a live person on the phone. Real-time predictive orchestration of the customer journey across marketing, sales and service is the next frontier for leveraging differentiated customer experience as competitive currency.

The first G-NINE innovations on deck include:

Smart App Automation

Genesys is the first and only vendor to deliver an automation platform with more than 80 pre-defined micro-applications for voice and digital self-service, delivering operational efficiencies and driving a better customer experience.

Asynchronous Messaging

Extends contact centre support capabilities for customer conversations in asynchronous messaging through Genesys Hub, in popular channels like Facebook Messenger, Slack, Skype and WeChat.

Next-Generation Engagement

Extends the customer experience beyond traditional communication channels (e.g., voice, email, chat, social) and into the Internet of Things (IoT), determining in real time the best course of action given the user context, resource availability, customer profile and business attributes.


In a departure from the competition, Genesys enables companies to bring their own bots, like those powered by IBM Watson, to its customer experience platform. They seamlessly blend capabilities with native Genesys artificial intelligence (AI) and machine learning systems to gain a deeper understanding of customer interactions across channels.

Meet Kate

Genesys will bring customer-service-specific AI to market in the form of “Kate”, the personified AI ecosystem from Genesys. Kate is purely focused on delivering magnificent customer experiences, and brings her own micro-apps and natural language understanding. Kate will bring together the capabilities of Blended AI, such as using Salesforce Einstein for CRM and IBM Watson for Big Data, to deliver even more power by bridging automation with the human touch.

“We’re excited to build on our existing Genesys contact centre investment by working closely together on our bot and AI system,” said Terry Gardiner, vice president of Customer Experience Enablement at TELUS, Canada’s fastest-growing national telecommunications company.

“It’s challenging to make the customer experience bridge elegantly and consistently across new apps and devices. Through Genesys, new messaging apps connect in a uniform way.”

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Published On: 24th May 2017 - Last modified: 29th Apr 2019
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