CX Cloud from Genesys and Salesforce:

Leveraging AI to improve the customer experience

Organisations looking to enable end-to-end customer experiences must move beyond basic integrations and take an integrated approach to CRM, CCaaS and WEM

In today’s experience economy, organisations are facing challenges across all functions of CX. Channel preferences are changing; expectations are higher than ever for customer service teams; and disparate Contact Centre as a Service (CCaaS), CRM and workforce engagement management (WEM) solutions hinder an agent’s ability to deliver a personalised response.

Companies looking to remain competitive in today’s experience economy and differentiate themselves through CX must take an integrated approach to CRM, CCaaS, WEM and artificial intelligence (AI) to improve efficiency, connect data to power AI models and control overall contact centre operational costs.

Download the report now and learn how to construct a holistic approach to your critical contact centre systems. You’ll gain insights on how to:

Address key challenges in the contact centre to drive efficiency
Unify technology stacks to reduce costs and drive CSAT
Connect customer data to enable AI-powered journeys

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