Genesys Unveils New CCaaS Capabilities at Xperience 2024 Event
Genesys, a leader in the Contact Center as a Service (CCaaS) industry, has recently made some exciting announcements during its Xperience 2024 event in Denver. The company has introduced a wave of new capabilities that are set to revolutionize the way businesses interact with their customers and employees.
One of the key highlights of the event was the launch of the Genesys Agent Copilot, a virtual assistant powered by generative AI (GenAI). This innovative tool combines existing agent-assist capabilities with new features that leverage AI technology to enhance agent responses. For example, the Agent Copilot now allows agents to customize scripts in real-time, making it easier and faster for them to assist customers. This, combined with Genesys’ existing Agent Assist portfolio, creates a comprehensive solution for businesses looking to improve their customer service.
In addition to the Agent Copilot, Genesys also announced the upcoming release of Supervisor Copilot and Admin Copilot later this year, further expanding its AI-driven capabilities. The company’s focus on AI was evident throughout the event, with the introduction of a next-generation Virtual Agent solution, an Empathy-Detection tool, and the debut of the Modern Agent Workspace.
The Empathy-Detection tool, now generally available, aims to help agents better understand and connect with customers on an emotional level. By using advanced analytics models, the tool goes beyond sentiment analysis to create greater self-awareness among agents, ultimately improving customer interactions.
The Modern Agent Workspace, set to be released in Q4 2024, will provide agents with a more adaptable and compatible desktop interface, allowing easier access to data and insights from Genesys’ portfolio and third-party tools. This will enable AI-driven experiences to evolve seamlessly and enhance the overall customer service experience.
Furthermore, Genesys announced new native journey management capabilities, emphasizing the importance of AI and journey orchestration in the future of contact centers. With these new features and capabilities, Genesys is solidifying its position as a leader in the CCaaS industry.
During the event, Genesys CEO Tony Bates shared some impressive statistics about the company’s growth, including 5,900 customers on its Cloud CX Platform and 850 new customers since the start of 2023. With 1.4 million agents now leveraging the platform, Genesys is setting new standards in the industry.
Overall, Genesys’ Xperience 2024 event showcased the company’s commitment to innovation and AI-driven solutions that are shaping the future of customer service. Businesses looking to enhance their customer interactions and improve agent productivity should keep an eye on Genesys and its upcoming releases.
