Genesys innovations help usher in the era of experience

Deep customer journey analytics helps companies optimize experience orchestration through insight visualization and empathy commitment, ultimately increasing customer loyalty

Beijing, June 16, 2022 - Recently, Genesys, the global cloud leader in customer experience orchestration, announced product innovations at Xperience '22 to enable companies to fulfill their promise of creating empathetic customer experiences. Genesys is committed to expanding its existing orchestration capabilities through deep customer journey analysis to help companies achieve people-centric service delivery at an unparalleled scale. With Genesys' innovations, companies will be able to have real-time visualization of end-to-end customer journeys across multiple channels, enabling dynamic perception and control of the entire experience.

Consumers want interactions with brands to be easy, convenient and tailored to their preferences. But most customer journeys are designed around business processes, not people. Limited data, siloed organizational structures, and analytics tools that only provide insights from a few weeks ago make brands passive participants in the experience delivery process. They experience the entire journey, but do not have a truly complete view or ability to implement improvements, resulting in customers feeling ignored and their needs not being fully met.

Available now to organizations using the Genesys Cloud CX™ and Genesys Multicloud CX™ platforms , Pointillist® Contact Center Optimization is designed to revolutionize the way the industry measures, monitors and optimizes the customer journey across the entire lifecycle. Genesys helps organizations analyze data to gain insights, better visualize the journey and measure the impact of customer behavior on performance outcomes. By leveraging each customer’s current intent and capturing the context of previous experiences, service teams can better understand what customers are asking for and identify and eliminate barriers to a great contact center experience (and beyond).

Full experience perception and control drives customer loyalty

Through this solution, Genesys helps companies gain more visibility into customer behavior and optimize operational performance across digital and voice channels, allowing companies to improve key business indicators such as first call resolution rate, self-service ratio, and service cost while increasing customer satisfaction.

For example, a large broadcast and cable company found that after suspending mobile service through the website, customers often gave low net promoter scores and then increased customer service calls. Deep analysis after using the solution showed that customers who suspended mobile service on the website but could not restore service were more likely to call. The company then improved self-service to provide customers with a more complete and comprehensive digital experience. Journey analysis predicted that 10,000 customers per month would easily reactivate mobile service through the website instead of calling. The net promoter score of these customers would increase by 7 points, saving $1 million per year.

The AI-driven solution can display various data anomalies, year-on-year changes, and trend deviations, helping companies quickly discover important changes in all customer journeys. After detecting abnormal operating patterns, the system will send automatic notifications, allowing companies to intervene in time with clear and scalable solutions before the problem becomes serious, thereby improving customer satisfaction and contact center performance.

The launch of this solution is the result of the company's acquisition of Pointillist last year, which expanded Genesys' journey management capabilities, enabling customers to accelerate the delivery of higher levels of experience orchestration and further extend its leadership in the Experience as a Service SM market.

News Comments:

“We have entered the experience economy, and companies that fail to deliver exceptional customer experiences will be ruthlessly eliminated in the fierce competition, ” said Jim Tincher, founder, CEO and director of journey mapping at Heart of the Customer. “Today’s market leaders are under greater pressure to continuously create more convenient experiences and design journeys around individual customer needs in real time. With this solution, Genesys is empowering employees with real-time insights to better engage, prioritize and build understanding and trust with customers at all stages of the journey, from browsing to purchasing to post-sales. This will undoubtedly help companies drive better business results and significantly improve customer satisfaction and loyalty.”

“Organizations today compete on the value they deliver to their customers and their ability to help them achieve their goals, ” said Olivier Jouve, executive vice president and general manager, Genesys Cloud CX. “Our expanded orchestration capabilities with deep customer journey analytics will help organizations unlock and act on valuable insights and remove barriers to delivering exceptional experiences.”