Genesys has teamed up with customer engagement platform Acqueon to help B2C organizations improve their proactive customer outreach for sales, collections, and service. Joint contact center customers can combine Genesys Cloud CX's AI-based experience orchestration with Acqueon's omnichannel workflows, predictive analytics, AI, and compliance suite to optimize customer engagement.
By combining their platforms, Genesys and Acqueon are providing organizations with an all-in-one cloud contact center solution with outbound campaign management capabilities. This is especially useful for large multinational organizations, as it offers them advanced insights and greater control. Additionally, the solution helps businesses navigate the constantly evolving regulatory landscape, particularly in industries with strict compliance requirements, such as banking, insurance, and healthcare.
"Genesys is focused on helping organizations coordinate their technologies, data and channels to create personalized customer experiences that drive satisfaction and loyalty. By partnering with Acqueon, we're streamlining cloud transformation for enterprises with complex outbound engagement strategies by limiting their exposure to compliance risks and positioning them to accelerate innovation through modern, digital experiences centered around the needs of their customers, employees and businesses," said Olivier Jouve, chief product officer, Genesys.
The integration of Genesys Cloud CX and Acqueon's enterprise outbound campaign management capabilities, together with a built-in compliance suite, enables organizations to execute sophisticated engagement strategies across different regions and regulations, helping them increase revenue and customer retention while minimizing risk. Additionally, this integration makes it easier for Acqueon customers to modernize their contact centers by adopting the full suite of omnichannel options, employee experience, AI, and journey optimization provided by Genesys Cloud CX, providing them with experience orchestration capabilities to drive business success.
"Our focus is enabling B2C enterprises to proactively engage with consumers to drive two high-value business outcomes: revenue generation and revenue recovery. We are now able to bring these powerful capabilities to Genesys Cloud CX customers, driving more 'right party' contact conversations that generate significant improvements to revenue outcomes," said Ashish Koul, chief executive officer, Acqueon.
Genesys Cloud CX customers will have access to Acqueon AIQ, which offers real-time agent guidance, coaching, and automated quality assurance to enhance agent performance, productivity, and compliance scores. Moreover, healthcare organizations leveraging the Genesys Cloud CX platform will benefit from the integration with Acqueon Epic EHR, allowing them to enhance the patient experience.
Because of the open APIs and Amazon Web Services-based architecture of both the Genesys Cloud CX and Acqueon platforms, organizations can deploy the combined solution more rapidly. Acqueon's conversational engagement and campaign orchestration features will be available for Genesys Cloud CX customers via the Genesys AppFoundry Marketplace in Q2 of this year.
Elsewhere, Genesys has recently partnered with Conduent to offer a better customer service experience for organizations by creating an improved solution entitled Conduent Customer Experience (CX).