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Genesys Drawing Blueprint

2018-05-14 10:47:14 Author: Source:CTI ForumComment:0  Click:


From AI, to AR/VR, microservices and beyond, Genesys' goal is to subvert and set a new standard for customer experience
CTI Forum (ctiforum.com) (Compile/Lao Qin): Recently, Genesys CEO Paul Segre emphasized the importance of innovation at Genesys CX 18's opening and closing ceremonies - on Genesys itself. This is true for customers, customers and all other companies around the world. The theme of the conference is "Connect, Participate, Innovate," which means that each element is intertwined, and the contact and contact with customers is an important part of innovation.
Segre said that there are two different ways for Genesys to innovate: first, investing 250 million U.S. dollars for research and development; second, through acquisitions--Genesys has made 16 acquisitions over the past 6 years. .
Artificial Intelligence (AI), Augmented Reality (AR), Virtual Reality (VR)
In terms of R&D, Genesys continues to increase bets on artificial intelligence (AI), inject AI into its product portfolio through virtual assistant Kate's “hybrid” approach, and introduce new ML driven solutions. Plans, such as Predictive Routing. In addition, Genesys continues to invest in augmented reality/virtual reality (AR/VR) solutions that date back to the concept acquired during the acquisition of Interactive Intelligence in December 2016.
AR/VR Solution - You guessed it! -- It also incorporated artificial intelligence into Kate's personalization, just as Simon Wright of Genesys AR/VR SME showed in several demonstrations. The first demonstration focused on tourism use cases. For example, a cruise company could offer customers a way to explore a boat before purchasing their holiday trip. In the demo, users can even venture to the destination city, click on "walk" streets and navigate to local restaurants or beaches for a more comprehensive travel experience.
As the user is exploring, Kate, a virtual assistant, attended the meeting to enhance the customer's experience by answering questions and providing relevant details. At the end of the virtual reality conference, Kate gives the user a mobile phone that allows him to click on an embedded button, chat with the booking agent, or provide a Web link detailing the next step.
In the second demo, Genesys demonstrated a "3D enhanced (life data experience)" described by Genesys CMO Merijnte Booij. The demo features a sphere of millions of data points, showing how AR/VR technology allows dynamic visualization of the data ecosystem.
Wright and teBooij demonstrate dynamic data visualization
"The mixed reality will completely change our view of the customer experience (CX)," teBooij said. He also echoed the opinions of his colleagues and believed that it is important to maintain transparency in the development of AI.
Genesys enters micro
Genesys also announced this week that it has adopted a microservice architecture (which is also INNI's method) to "homogenize" its technology across its three core platforms - PureCloud, PureConnect, and PureEngage. In this model, Genesys only needs to build various functions as microservices that customers can use regardless of the system they are running on, said Peter Graf, chief product officer.
He added that a microservices architecture bridges the gap between the local and the cloud world by eliminating problems that are only available to cloud users or other users.
Graf said that, in addition, Genesys is providing more open APIs for developers who want to expand their technology.
About Genesys's three core platforms, Graf lists the roadmap for each platform. Here's what you will see in the rest of this year:
  • Purecloud:
As part of the Genesys summer (Q2/Q3) release, some implementations include: PureCloud GDPR Compliance will be implemented by the May 23 deadline, Authenticated Chat, integrated support for Amazon Lex, and employee engagement management (WEM ) and improved agent scheduling capabilities (telephony).
As part of the Genesys Winter (Q4/Q12019) release, some implementations include: PureCloud will get Predictive Routing, Predictive Engagement, cognitive IVR, Deep Learning based employee engagement management (WEM) forecasts, and The company announced the Bring-Your-Own-Carrier option in February.
  • Pureconnect:
As part of the Genesys summer (Q2/Q3) release, PureConnect will receive GDPR compliance compliance (before deadline), widgets and web chat capabilities, chat robots for self-service, and employee engagement management (WEM ) The prediction and scheduling engine, as well as new data analysis and other functions.
As part of the Genesys Winter (Q4/Q12019) release, PureConnect will receive Predictive Routing, Altocloud Active Participation, cognitive IVR, agent assistance for employee engagement management (WEM), and Fed RAMP authentication.
  • Pureengage
As part of the Genesys Summer (Q2/Q3) launch, PureEngage will receive Outbound Customer Experience Communications, Apple Business Chat, Predictive Engagement, Cognitive IVR, Predictive Services for Employee Engagement Management (WEM), and Outgoing Voice Support for Salesforce Lightning and other features.
As part of the Genesys summer (Q2/Q3) release, PureEngage will get Predictive Routing in the cloud, Altocloud's overall customer journey, Google clicks, Adobe marketing campaign integration, chat bots for the PureEngage cloud, and cognitive IVR , Agent support for staff participation management (WEM) and WebRTC functions.
Proof
Genesys President Tom Eggegeier said in a briefing that the company’s product strategy has worked well and that signing nearly 700 new projects in the past five quarters is proof.
Although local deployment continues to support most of Genesys's businesses, more than half of the 700 new projects (about 400), including famous brands such as Coca-Cola, have chosen the cloud computing model. As a result, cloud computing services now account for approximately one-quarter of Genesys' business. In addition, about half of these PureCloud projects are from outside North America, and 14% are retail businesses, Eggemeier said.
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