Genesys unveils expanded relationship with AWS and new Genesys Cloud CX innovations

Genesys® kicked off Xperience 2023, the customer experience (CX) event of the year, by unveiling the expansion of the company’s artificial intelligence (AI)-powered experience orchestration leadership with new AI and automation innovations, offers and expanded relationships.

With the fusion of conversational, predictive and generative AI now critical to scale relevant, seamless and individualised experiences, today Genesys debuted the new standard for AI-driven orchestration that’s grounded in trust, security and innovation. Through the power of Genesys AI infused across the Genesys Cloud CX™ platform, businesses can reimagine how they engage with customers and change the way people work. At Xperience, Genesys shared its path forward as an AI powerhouse with new offerings, including generative AI capabilities to enable organisations to drive outcomes with greater levels of speed, insight and accuracy.

Genesys is supercharging its AI innovation by announcing it is working with Amazon Web Services (AWS), adding to the companies’ long relationship. Now, with the flexibility of Amazon Bedrock, a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available via API, Genesys Cloud CX users have federated access to multiple cutting-edge large language models, such as Anthropic's Claude, AI21Lab's Jurassic-2, and Amazon's Titan. Through the deepened Genesys and AWS relationship, organisations gain greater potential to innovate across use cases and industries, helping them continuously evolve and strengthen their customer and employee experiences.

“Our vision of Experience as a Service® helps businesses of any size, type and geography bring the power of empathy to every experience,” said Tony Bates, Genesys CEO and chairman. “Through the industry’s fastest growing AI-powered orchestration platform, we’ve made that a reality. With Genesys Cloud CX, organisations all over the world have the foundation to scale personalised, end-to-end experiences, within and beyond the contact centre.”

New Innovations to Empower, Engage and Connect Employees for Stronger End-to-End Experiences

According to Genesys research, companies are rethinking their approach to customer service — with plans to increase their related budgets by 25% in 2023 to improve engagement across channels, systems and departments. Increasingly, many organisations also recognise the intrinsic connection between their customers and employees. Nearly half of CX leaders surveyed (47%), say the No. 1 CX priority is investing in technology or connecting systems that improve the employee experience.

To further increase the ease and speed in which employees can serve customers, Genesys announced a new Work Automation and Task Routing solution for Genesys Cloud CX, offering intelligent routing, reporting and process automation for stronger experience orchestration. Built on the company’s rich expertise in Intelligent Workload Distribution, the new cloud native solution offers organisations the capabilities to connect employees and help them process tasks across the contact centre and the rest of the enterprise.

On the heels of releasing the Genesys Cloud EX™ solution, which enables organisations to better engage, motivate and empower employees within and outside the contact centre, Genesys also launched its Experience Index™ methodology – the people-centric and actionable approach to help organisations improve end-to-end experiences and business performance. Available today, The Experience Index Offer for Contact Centre Employees provides organisations with a tailored solution for gaining unprecedented visibility into the quality of their agent experiences so they can pinpoint issues and effectively respond to improve satisfaction and engagement.

Genesys Cloud CX: A Sustainable Solution for Any Organisation

Today, the company also announced the Genesys 2022 Sustainability Report. The report details progress to the company’s 2030 environmental, social and governance (ESG) goals, including a significant increase in the representation of traditionally underrepresented groups in the United States and women in its workforce, as well as lowering its carbon emissions. Genesys was also recognised today by Frost & Sullivan as the 2023 North American Sustainability Contact Centre Company of the Year, due in part to its cloud offerings, which directly impact ESG through carbon reduction. The company’s cloud strategy plays a significant role in its progress toward becoming carbon neutral by minimising Scope 3 emissions, the largest percentage of the company’s carbon footprint. According to research, organisations that evolve to Genesys Cloud CX from legacy technologies can reduce their emissions.[i] Throughout the first quarter of the company’s current fiscal year, sustainability played a critical role in securing more than $30 million in RFPs, as companies increasingly seek partners committed to positive impact.

As a part of the company’s sustainability commitment, Genesys is helping qualified charitable organisations further their missions, by announcing a new offer to evolve to Genesys Cloud CX at a reduced price. During the company’s fiscal year 2023 (ending January 31, 2023), Genesys Cloud CX powered more than 46 million nonprofit organisation experiences, helping them expand their reach using AI and digital innovations for stronger, modern engagement with their communities.