IT Pro is supported by its audience. When you purchase through links on our site, we may earn an affiliate commission. Learn more

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

Join the 90% of enterprises accelerating to the cloud

Business transformation through digital modernisation

Free Download

Delivering on demand: Momentum builds toward flexible IT

A modern digital workplace strategy

Free download

Modernise the workforce experience

Actionable insights and an optimised experience for both IT and end users

Free Download

The digital workplace roadmap

A leader's guide to strategy and success

Free Download

Recommended

Join the 90% of enterprises accelerating to the cloud
Whitepaper

Join the 90% of enterprises accelerating to the cloud

4 Jul 2022
Delivering a hybrid cloud architecture
Whitepaper

Delivering a hybrid cloud architecture

27 Jun 2022
Businesses at work
Whitepaper

Businesses at work

6 Jun 2022
Cloud bursting: A step toward uninterrupted computing
cloud computing

Cloud bursting: A step toward uninterrupted computing

1 Jun 2022

Most Popular

Raspberry Pi launches next-gen Pico W microcontroller with networking support
Hardware

Raspberry Pi launches next-gen Pico W microcontroller with networking support

1 Jul 2022
Xerox CEO John Visentin dies unexpectedly aged 59
Careers & training

Xerox CEO John Visentin dies unexpectedly aged 59

30 Jun 2022
Former Uber security chief to face fraud charges over hack coverup
data breaches

Former Uber security chief to face fraud charges over hack coverup

29 Jun 2022