Genesys partners Adobe to deliver ‘contextual’ customer experiences

Genesys, a global leader in cloud customer experience and contact centre solutions has announced it is working with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments.

With a new integration between Genesys Cloud with Adobe Experience Platform, the firm said organisations, cold now gain a deeper understanding of customer context across every touchpoint.

“This will revolutionise how contact center and other business leaders leverage insights to enable more intelligent, continuous and individualised customer engagement. As a premier partner in the Adobe Exchange programme, the company is collaborating with Adobe to help organisations realise the Genesys vision of Experience as a Service(SM),” it said in a statement.

Speaking on the development, Alan Webber, Vice-President of Customer Experience Management Strategies at IDC, said, “For organisations that want to truly develop deep empathy with their customers that results in a unique and differentiated customer experience, the ability to tap into direct and contextual customer data from across the organisation is foundational.”

“Partnerships like Genesys and Adobe have the opportunity to expose data that has been locked away in function-specific applications to build a more complete understanding of each individual that results in a more personalised experience for which customers will return.”

According to Genesys, customers engage with organisations across many different functions, yet their data often doesn’t move with them throughout their journey, resulting in disconnected experiences with minimal personalisation.

It noted that even when the data was shared across systems and departments, it was not utilised in real-time engagements.

“Adobe and Genesys have a shared goal to help businesses more fully leverage their customer data,” said Tony Bates, CEO of Genesys.

“The combined power of our interoperable platforms makes it easier for organisations to utilise enriched customer context so they can provide more personalised engagement that builds stronger empathic connections.”

In a similar vein, Shantanu Narayen, the CEO of Adobe, said, “The global imperative for digital engagement has created an even greater sense of urgency for every business to deliver exceptional, personalised digital experiences.

“Integrating customer insights from Genesys Cloud into Adobe Experience Platform will give brands a more complete view of their customers, enabling deeper interactions that drive brand loyalty and growth.”

The first phase of the Genesys Cloud and Adobe Experience Platform integration is now available with additional capabilities expected throughout 2020.

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