• Genesys expands automation, analytics and conversational intelligence across the Genesys Cloud platform with new Copilots, Virtual Agents, Empathy Detection and Modern Agent Workspace

• New native Genesys Cloud Journey Management capabilities provide deeper insights and control for AI-driven customer experiences

• Virgin Atlantic Airways, Modivcare, Kiwibank, National Domestic Violence Hotline, NetApp, Bancolombia, Western Sydney University and Zurich Switzerland announced as Genesys Customer Innovation Awards winners

At Xperience 2024, Genesys, a trailblazer in AI-driven experience orchestration, showcases multiple innovations aimed at revolutionizing customer and employee interactions. Through enhanced AI capabilities integrated into the Genesys Cloud platform, organizations can now achieve unprecedented levels of personalization, performance optimization, and continuous improvement.

1. AI-Powered Experience Orchestration: Genesys leverages advanced AI technologies to empower organizations to scale end-to-end personalization, elevate employee performance, and drive continuous optimization. By strengthening the Genesys Cloud event data platform, businesses can deliver contextual conversations and manage customer journeys with enhanced insights and analytics.

2. Genesys Cloud AI Innovations: The latest enhancements in Genesys Cloud AI capabilities enable organizations to harness deeper insights, improve customer loyalty, and boost employee productivity. Notable advancements include Copilots for real-time employee support, Virtual Agents for sophisticated self-service interactions, and Empathy Detection for enhanced customer engagement.

3. Native Journey Management: Genesys Cloud now features native Journey Management capabilities, including Journey Flows and Journey Analyzer, empowering organizations to visualize and analyze customer journeys for optimized experiences. These insights drive improved automation, prediction, and conversational intelligence within Genesys Cloud.

4. Carbon Neutrality Achievement: Genesys proudly announces the carbon neutrality of its Genesys Cloud operations, reflecting its commitment to environmental sustainability. Through strategic partnerships and investments in energy-efficient cloud services and carbon credits, Genesys aims to mitigate its environmental impact while delivering value to customers.

5. Partner and Customer Momentum: Genesys continues to lead the AI-powered experience orchestration industry through strategic partnerships with global companies like AWS, Salesforce, and ServiceNow. Customer success stories highlighted at Xperience underscore the transformative impact of Genesys Cloud AI on business results and customer satisfaction across diverse industries.

Genesys's unveiling of AI-powered innovations at Xperience 2024 marks a significant milestone in the evolution of customer and employee experiences. By harnessing the power of AI, Genesys empowers organizations to drive unparalleled levels of personalization, efficiency, and sustainability, propelling them towards future success in the digital age.