Orchestrate better experiences with Genesys and Google Cloud

Scale through synergy

Bring together infrastructure leader Google Cloud with CX orchestration specialist Genesys to create better customer outcomes.

Leverage existing investments

Take advantage of your existing investments with Google Cloud, as well as its security, global reach and resilience.

Choose a path to innovation

Give your customers innovations from two technology leaders and deliver better customer experiences.

Deliver dynamic customer and employee experiences

Together, Genesys and Google Cloud are enabling businesses to create connected customer experiences. With the cloud, data and artificial intelligence (AI) expertise Google Cloud brings, and the customer experience (CX) orchestration Genesys provides, organisations can deliver new connected experiences that centre around their customers and employees.

Bring contact centre AI to life

Take bot conversations from linear experiences to nuanced interactions with the proven Google Cloud AI platform and its natural language understanding capabilities that operate on the Genesys Cloud™ solution. Design virtual agents with interactive flow visualisations that allow builders to quickly see, understand, edit and share their work. With separate flows within an agent, multiple designers can work at the same time, enabling developer teams working on big projects to be more efficient.

Orchestrate better conversational experiences

Combine Google Cloud Contact Centre AI (CCAI) and Genesys journey orchestration in Genesys Cloud. With Genesys, create AI-triggered rules that engage the customer at the right time with the right message. This powerful combination makes it easy to improve customer retention by quickly prompting the next best action based on how the individual is engaging and predicting the reason for their inbound request. You can also maximise self-service channel effectiveness by surfacing the most appropriate response via chatbots or agent-assisted prompts.

Raise the knowledge profile of all agents

Help agents to better serve all types of customers with the information they need. Leverage Google Cloud CCAI within your agent workspace to deliver knowledge at the point of impact during voice-based conversations. This raises the ability of all agents, reduces stress during challenging interactions, eases onboarding challenges and improves key KPIs such as average handle time and first-contact resolution.

At a glance

About: Google Cloud
Industry: Technology
Location: Global

Alliance summary

Increases choice
Drives CX innovation
Delivers latest AI capabilities

Products

Genesys Cloud

Capabilities

See what our customers are saying

Bot intent recognition rose and, in some cases, reached almost 100% as we added use cases and training.

— Mateusz Jazdzewski, IT Peace of Mind Solutions Manager and Head of CX Product, Electrolux

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The Genesys platform uses well-documented open APIs that allow easy integration of other applications and tools. Customers can talk to Olive via phone or app. She is now answering thousands of queries that human agents would have previously handled.

— Steve James, Head of Technology, Countdown New Zealand

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Create seamless end-to-end customer experiences

Move the needle with Genesys

Combine the power of AI and omnichannel journey orchestration to take your customer experiences to the next level. Simply fill out this form to learn more about Genesys and Google Cloud.

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