Genesys teams up with Adobe to deliver better customer experiences

Genesys integrates Genesys Cloud with the Adobe Experience Platform

Genesys, a cloud customer experience provider, has teamed up with Adobe to help organizations break down data silos between marketing, commerce, sales and service departments.

By integrating Genesys Cloud with the Adobe Experience Platform, Genesys says organizations will better understand customer context across every touchpoint. The company claims the move will also revolutionize how contact centers and other business leaders leverage insights to facilitate more continuous and individualized customer engagement.

Customers engage with organizations across many different functions. Quite often, though, their data doesn't follow them through the customer service experience, resulting in a disconnected customer experience lacking in personalization. 

Genesys hopes to remedy the disconnect by integrating Genesys Cloud and Adobe Experience Platform by linking an individual's marketing and contact center history while providing agents with additional customer insights. Genesys claims by integrating the two, organizations will see improved customer loyalty and retention.

By pairing Adobe Experience Platform's comprehensive real-time customer profiles with Genesys Predictive Engagement, it also gives agents access to data from past customer interactions, purchases, customer segments, interests and real-time intent. This access allows them to predict how and when to engage with customers accurately.

Further, the Genesys Cloud and Adobe Experience Platform integration will allow marketers to extend their campaigns' reach across multiple channels to identify the optimal conversion path to inform their marketing strategies.

"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 organizations to utilize enriched customer context so they can provide more personalized engagement that builds stronger empathic connections," Bates continued.

Featured Resources

Modern governance: The how-to guide

Equipping organisations with the right tools for business resilience

Free Download

Cloud operational excellence

Everything you need to know about optimising your cloud operations

Watch now

A buyer’s guide to board management software

Improve your board’s performance

The real world business value of Oracle autonomous data warehouse

Lead with a 417% five-year ROI

Download now

Recommended

It’s time to bring Spotify Wrapped to the workplace
Data & insights

It’s time to bring Spotify Wrapped to the workplace

14 Jan 2022
Trend Micro Worry-Free Business Security review: Great cloud-managed malware protection
endpoint security

Trend Micro Worry-Free Business Security review: Great cloud-managed malware protection

7 Dec 2021
VMware Cloud workload migration tools
Whitepaper

VMware Cloud workload migration tools

3 Dec 2021
The definitive guide to migrating to the cloud
Whitepaper

The definitive guide to migrating to the cloud

3 Dec 2021

Most Popular

Dell XPS 15 (2021) review: The best just got better
Laptops

Dell XPS 15 (2021) review: The best just got better

14 Jan 2022
Sony pulls out of MWC 2022
Business operations

Sony pulls out of MWC 2022

14 Jan 2022
How to speed up Windows 11
Microsoft Windows

How to speed up Windows 11

7 Jan 2022