Genesys and Vi Business Partner to Revolutionize Customer Experience with AI-Powered Solutions
In a significant move to enhance customer experience and drive business growth, Vi Business, a leading telecommunications service provider, has partnered with Genesys, a global leader in cloud customer experience and contact center solutions. This strategic partnership aims to provide Indian firms with advanced cloud and telecom solutions, leveraging the power of artificial intelligence (AI) to create personalized and seamless customer interactions.
Genesys, known for its AI-powered experience orchestration capabilities, has been at the forefront of transforming customer service landscapes globally. With over 8,000 organizations in more than 100 countries relying on its solutions, Genesys empowers businesses to improve loyalty and business outcomes by creating the best experiences for customers and employees.
The partnership between Vi Business and Genesys is particularly significant in the Indian market, which offers a wide scope for AI-powered experiences. According to recent reports, the Indian market is poised to witness substantial growth in cloud-based customer experience solutions, driven by the increasing demand for digital-first interactions.
Genesys has been expanding its capabilities in India, enabling local businesses to keep their interactions and data within the country. This move is crucial for organizations in highly regulated industries such as healthcare, financial services, and government, which often have stringent compliance and security standards.
One of the key strategies employed by Genesys to ensure consistent communication across all customer touchpoints is omnichannel integration. Its collaboration with Salesforce to introduce the CX Cloud represents a significant step forward in redefining customer experiences. By leveraging innovative technology solutions and strategic partnerships, Genesys empowers organizations to deliver exceptional customer experiences and drive business growth in today's competitive landscape.
The Genesys Cloud platform, which boasts 99.99% uptime globally, is compliant with GDPR and certified for HIPAA, ISO27001, SOC-2, and PCI. This ensures that businesses can trust the reliability and security of the platform when handling sensitive customer data.
In addition to its robust technical capabilities, Genesys has a strong presence in India with over 500 employees across the country. The company's second-largest R&D centre is located in Chennai, where a substantial portion of its workforce is dedicated to developing innovative and cutting-edge technology products for Genesys globally.
To further advance its digital and AI innovations, Genesys invested $300 million in Genesys Cloud research and development during fiscal year 2024. This significant investment underscores the company's commitment to delivering exceptional customer experiences and bolstering contact centre capabilities through innovative digital solutions, AI, and machine learning applications.
At Xperience 2024, Genesys unveiled multiple innovations aimed at accelerating the impact of AI. These advancements empower organizations to scale end-to-end personalization, elevate employee performance, and drive continuous optimization. The expanded capabilities of Genesys Cloud strengthen the event data platform, enabling businesses to deliver more contextual conversations and manage customer journeys fueled by deeper insights, conversational intelligence, and analytics.
Genesys Cloud AI capabilities include native Journey Management, which helps organizations build, monitor, and visualize customer interactions. This feature uses insights to maximize the impact of Genesys Cloud AI through improved automation, prediction, and conversational intelligence. The platform now supports over 40% of its customers in using AI capabilities, with significant growth in automatic summaries generated and customer conversations orchestrated by predictive routing.
The latest AI innovations for Genesys Cloud include Copilots, which support employees in real-time via large language model-based automated assistants. Virtual Agents offer next-generation self-service experiences, helping organizations automate more sophisticated customer interactions. Empathy Detection delivers industry-leading speech and text analytics to bolster employee engagement and training, making customers feel seen, heard, and understood.
To further enhance customer experiences, Genesys is hosting the CX Tour India 2024, a series of half-day conferences in Delhi, Mumbai, and Bengaluru. The event will feature customer spotlights, demos of AI-powered experience orchestration, and sessions on mastering social media to elevate CX. This initiative aims to immerse attendees in the future of experience and showcase how AI and automation create outstanding experiences for customers and employees.
The partnership between Vi Business and Genesys is expected to revolutionize the Indian telecommunications landscape by providing advanced cloud and telecom solutions. By leveraging AI-powered experience orchestration, Vi Business can enhance its customer service capabilities, ensuring that Indian firms receive top-notch support in navigating the complexities of digital transformation.
In conclusion, the collaboration between Vi Business and Genesys marks a significant milestone in the Indian market's adoption of AI-driven customer experience solutions. As both companies continue to innovate and expand their offerings, they are poised to shape the future of customer service in India.