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
-
- Outside IR 35 contract- Threat & vulnerability analyst - SC CLEARED UK REMOTE
- N/A
- £550
-
6 month rolling contract Outside IR35- immediate start. Threat and Vulnerability Analyst. Tenable.sc experience needed. The ability to deploy agent, configure environments, run active and passive scans, produce reports and prioritise remediation activities based on output Current and ACTIVE clearance is required
-
- Chief Information Security Officer- CISO. London
- London
- N/A
-
Chief Information Security Officer (CISO) is needed to join a senior leadership team that is driving change across a London based FTSE business. You will have responsibility and accountability to define and execute an information & Cyber Security strategy. To be successful you should have the following experience; Experience defining, presenting and executing against your information AND cyber security strategy. Experience delivering / managing functions across information security GRC / Audit and technical Cyber Security capabilities. Senior stakeholder management to the executive committee. Embedding Info / cyber security within a Cloud focused environment. Further develop, expand and mature the information / cyber security function | team. Be able to regularly commute to London Financial services experience is desirable. If this sounds like an opportunity you are interested in then please use the below form to schedule a call. This is an exclusive project to DCL Search. All conversations are kept in confidence.
-
- IAM Business Analyst- ForgeRock
- European Union
- £500 per day
-
IAM Business Analyst with ForgeRock experience is need for a 12 months contract The client is in the middle of a large scale ForgeRock deployment and the BA will sit between the technical teams and the business helping to ensure the project is a success You will need to be a strong business communicator and have experience of mapping business needs against ForgeRock features This will be a remote project dealing with teams in different geographies, you must have strong English communications skills and be happy working remotely and able to be proactive to ensure your side of the project is a success
-
- Java Developer
- United Kingdom
- upto £55,000 plus good benefits
-
Home based opportunity for an experinced Java Developer to become involved in a number of large scale national IAM projects Duties include · Development and maintenance of source code for our customers IAM deployments · Have a good understanding of testing frameworks and methodologies and are able to test solutions within you own work and others · Ability to create clean code according to good coding standards · Create easy to follow documentation You don' need to have experience within the Identity Access Management space but it would be beneficial we are looking for people with · Java experienced ideally Java 11 · preferably experience in some of the following: Maven, Gradle, PHP, Lua scripting, C#, Spring Boot/Spring, OGNL, or Groovy · experience of working with one or more of: creating/consuming REST APIs LDAP SQL encryption Identity Protocols (SAML, OAuth, OIDC, SCIM etc) · good knowledge of development methodologies with regards to the end user experience For more details please send your CV and we will come back to you