Genesys Expand Support for Google Cloud Contact Centre
Tightly integrated solution marks swift progress on Genesys and Google Cloud partnership launched less than a year ago
Genesys®, a global leader in omnichannel customer experience and contact centre solutions, is extending its integration with Google Cloud Contact Centre AI across all three of its platforms – Genesys PureEngage, PureConnect and PureCloud – this quarter.
Differentiated by native telephony, omnichannel orchestration and agent desktop offerings, Genesys provides businesses the rare advantage to implement bots and automation using Google Cloud Contact Centre AI without introducing the complexity of third-party integrations. The company is already working with existing customers running on each of its platforms to integrate Google Cloud Contact Centre AI, including a leading global ridesharing company, one of the world’s top five largest automobile manufacturers and a Fortune 500 U.S. department store.
As showcased last year at Google Cloud Next ’18, Genesys was one of the first partners to integrate with Google Cloud Contact Centre AI. Genesys is now helping multiple enterprise-level organisations leverage this technology through its early adopter program. In fact, Genesys is one of the only vendors to support an integrated end-to-end Google Cloud Contact Centre AI solution for small, medium and large enterprises across both cloud and on-premises deployments.
Paul Lasserre, vice president of product management for artificial intelligence (AI), Genesys said,
“The launch of Google Cloud Contact Centre AI was a game-changer for the industry,”
“Businesses leveraging Genesys solutions have already identified hundreds of use cases for this powerful technology to provide holistic value across marketing, sales and services contexts.”
The Genesys integration with Google Cloud Contact Centre AI enables AI-powered virtual assistants to intuitively handle routine calls and chats or escalate an interaction to an employee when needed.
Lasserre added, “Now any business using our customer experience platform can easily put their AI strategy in motion leveraging Google Cloud and Genesys.”
“Our AI capabilities, including Predictive Routing, coupled with Google Cloud Contact Centre AI enables businesses to better support employees and care for customers.”
Rajen Sheth, the director of Product Management for Google said,
“Contact Centre AI empowers enterprises to use AI to complement and enhance their contact centres,”
“Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centres through our relationships with key partners like Genesys.”
Source: contactcentres
Industry: Unified Communication news

Latest Jobs
-
- SailPoint Integration Consultant
- Unknown
- Upto £75000 plus benefits
-
SailPoint Integration Consultant. SailPoint Integration Consultant is needed for this expanding service business to help them with complex deployment with their FTSE focused customer base. They are looking for experienced SailPoint Integration Consultants who have: • Strong solution designing experience with in depth understanding of IAM concepts and thorough understanding of Sailpoint domain. • Thorough understanding of Identity and Access Governance concepts • Leading and creating Identity & Access Management (IAM) technical architecture • Secure by Design principles in Identify Access management, Privilege Access management • Familiar with cloud architectures, data management and source control from a security perspective. This is a great opportunity to join a business that is growing and looking for individuals who want to grow and develop and work on some of the most complex Sailpoint deployments.
-
- CyberArk Integration Consultant
- Greater London
- upto 75,000 plus benefits
-
CyberArk Integration Consultant. CyberArk Integration Consultant is needed for this expanding service business to help them with complex deployment with their FTSE focused customer base. They are looking for experienced CyberArk Integration Consultants who have: • Strong solution designing experience with in depth understanding of IAM concepts and thorough understanding of CyberArk domain. • Thorough understanding of Identity and Access Governance concepts • Leading and creating Identity & Access Management (IAM) technical architecture • Secure by Design principles in Identify Access management, Privilege Access management • Familiar with cloud architectures, data management and source control from a security perspective. This is a great opportunity to join a business that is growing and looking for individuals who want to grow and develop and work on some of the most complex CyberArk deployments.
-
- Penetration Tester, UK based. Ability to achieve SC clearance
- United Kingdom
- 55000
-
Experienced Penetration tester- UK based with the ability to achieve SC clearance. On-going training and development and paid certifications / renewals. Interested to hear from all areas of penetration testing, web app, infrastructure, mobile, etc. MUST have current hands on experience delivering penetration testing. Ideally from a consultancy background with experience working with multiple clients. OSCP / CREST / CHECK / Tigerscheme penetration testing experience / certifications desirable. Apply today for more details. All information kept in the strictest of confidence.
-
- Senior Data Privacy Specialist, London. CIPT
- London
- 60000
-
REF CH7875 £60,000 Senior Data Privacy Specialist, London. CIPT Senior Data Privacy Specialist needed to help advise client on project and programmes relating to Data Privacy and compliance. UK based role. Ideally looking for someone that has a strong appreciation of technology and Data Privacy that can work with clients to develop or enhance their strategies, policies, processes and techniques to manage cybersecurity risks while enabling business driven data. Certified Information Privacy Technologists (CIPT), Certified Information Privacy Professional/Europe CIPP/E experience and or certification highly desirable. Specific experience within the healthcare industry is of particular interest. All details kept in confidence Apply today for more information