Genesys has announced the availability of new native journey management capabilities for its Genesys Cloud CX platform.<\/p>\n
Announced at the company\u2019s Xperience 2024 event, Genesys has promised that the new features will deliver deeper insights and “unmatched” visibility into customer behaviors.<\/p>\n
The enhanced CCaaS platform will work in tandem with Genesys Cloud AI to equip users with the tools to provide a more personalized experience and the ability to optimize all customer interactions.<\/p>\n
In practice, these new capabilities will allow organizations to construct, monitor, and visualize customer interactions throughout their shopping, purchasing, and service experiences. Leaders will then be able to use the insights gathered from this process to inform Genesys Cloud AI \u2013 resulting in automation improvements, predictive capabilities, and the obtaining of conversational intelligence.<\/p>\n
Olivier Jouve, Chief Product Officer at Genesys<\/strong>, explained how the new capabilities will deepen and enhance an organization\u2019s understanding of their customers\u2019 journeys:<\/p>\n Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud.<\/p><\/blockquote>\n \u201cWith this release, every organization can now harness deeper insights about their customers\u2019 journeys, giving them new levels of visibility and control to continually deliver the personalized, end-to-end experiences that drive business growth.\u201d<\/p>\n But what other features will the revamped Genesys Cloud platform possess?<\/p>\n The two key tenets of Genesys\u2019 enhanced CCaaS offering are Journey Flows and Journey Analyzer, which allow organizations to gain insights from their customer data without additional setup.<\/p>\n This integration offers instant access to comprehensive customer journey visualizations and analytics, helping businesses understand customer behavior across all interactions \u2013 including the ability to identify channel switches, recurring actions, and successful goal completions.<\/p>\n Genesys also outlined the following benefits that Journey Flows and Journey Analyzer bring to Genesys Cloud:<\/p>\n The other significant aspect of the solution\u2019s new capabilities is how they interact with Genesys Cloud AI, which provides vital data for visualizing and analyzing customer behavior in journey management.<\/p>\n The insights obtained from the journey management features can then be leveraged by the platform’s AI to continuously improve its training, knowledge, and data across various dimensions.<\/p>\nGenesys Cloud Journey Management Unpacked<\/h2>\n
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