Genesys and Limitless Join Forces to Create a New Digital Customer Experience

Genesys, the world's leading provider of cloud customer experience and contact center solutions, recently announced a partnership with Limitless, a pioneer in Gig Customer Experience (GigCX). The two companies will jointly lead a new era of digital customer experience and provide more trustworthy and warmer customer service. Genesys and Limitless will help companies expand their contact center teams through temporary employees composed of brand experts to provide more reliable customer support to consumers around the world. These enthusiastic and experienced product or service users will provide consumers with reliable answers through their favorite channels (such as SMS and chat), ultimately benefiting end users.

Customer service issues vary, and not all needs can be effectively met through traditional contact centers. In many cases, consumers actually prefer support and advice from other users. To meet this need, consumers have long relied on online review systems to learn about relevant products and make purchasing decisions. Since the outbreak of the global epidemic, this trend has become increasingly obvious as more and more consumers have begun to shift their offline shopping to online. Unfortunately, recent studies have shown that fake reviews are now rampant on the Internet.

Limitless fills this gap in customer experience by connecting consumers to trusted brand ambassadors and providing authentic and reliable product information and support. The flexible and mobile talent team will also help companies expand their workforce during peak business periods and benefit the company. For example, brand enthusiasts such as eBay store owners who are proficient in business, Microsoft Xbox masters, and Sun Basket loyal fans can provide customer service to consumers through the Limitless Gig CX platform and earn compensation for their knowledge and skills.

Creating AI-driven service experiences for digital consumers

The integration of Genesys Cloud™ and the Limitless GigCX platform can help brands provide a more consistent and coherent service experience across the entire customer journey based on the customer's interaction history. The Genesys AI capabilities integrated into the orchestration system can predict and bring together the various resources needed to resolve customer inquiries, whether it is a Limitless expert, contact center agent, or robot. Genesys AI can also work in the background to ensure that customers can seamlessly transfer between Limitless experts and contact centers.

For example, if a consumer's inquiry is about a product they recently purchased, AI can automatically assign a Limitless expert to solve the problem and provide advice. If during the communication process, the customer asks for a service upgrade or purchases other products, AI will seamlessly transfer the customer and his or her question to the brand's contact center, allowing the agent to help the customer complete the purchase of the product. In addition, AI can also provide Limitless experts and agents with relevant information and customer history to help them master more information and deliver a better customer experience.

Under the partnership, Genesys will make a strategic investment in Limitless to support the growth of its platform. The company was founded five years ago and recently completed a $10 million Series B financing. Genesys will join other investors in helping Limitless grow during this critical period.

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“Recent events have highlighted two key trends: how customer service is delivered outside the contact center and the importance of remote service delivery through digital platforms, AI and automation to meet and exceed customer expectations,” said Mila D’Antonio, principal analyst at Omdia. “The collaboration between Genesys and Limitless can help companies transform and elevate customer service while improving operational efficiency, customer resolution rates and workforce planning outcomes.”

“By partnering with Limitless, we’re helping brands deliver authentic service and support to their customers, which can help transform ordinary transactions into longer-lasting, more meaningful customer relationships,” said Olivier Jouve, executive vice president and general manager, Genesys Cloud. “Together with Limitless, we will help businesses deliver unique, AI-driven customer experiences, extending the capabilities of enterprise contact centers while delivering greater value to digital consumers.”

“Our partnership with Genesys marks an important step in our global expansion plans. Together, we will reinvent the way brands engage with their customers in a digital world,” said Roger Beadle, CEO of Limitless. “By integrating Genesys Cloud and the Limitless Gig CX platform, we will enable businesses to deliver exceptional customer service driven by both AI and Gig experts.”