Customer journeys don't stop at the contact center - and neither should the technology, context and intelligence that support them.
Today, we're excited to introduce Genesys Cloud Associate, a new experience designed to extend the power of Genesys Cloud to customer-facing employees outside the traditional contact center.
Think about the many people across an organization who play a role in the customer journey: a relationship manager at a bank, an insurance adjuster in the field, an associate in a retail store, or a healthcare professional working directly with patients. These employees often engage with the same customers as contact center teams, but they may work across disconnected communications tools, mobile devices and business applications. The result can be fragmented context, difficult handoffs and blind spots across the customer journey.
Genesys Cloud Associate is our vision for changing that.
By bringing customer context, omnichannel engagement, AI orchestration, analytics and governance to more customer-facing employees, we can help organizations connect customer work across roles, channels and locations. Associates can stay connected whether they're working at a desk or on the go, while customer context can move with the journey as work passes between employees, AI agents and different parts of the business.
And because Associate is built natively on Genesys Cloud CX, organizations can extend the same foundation they use for customer engagement rather than introducing another disconnected point solution. That creates exciting opportunities to apply capabilities such as AI-generated summaries, workflow automation, recording, analytics and journey management to customer conversations happening throughout the enterprise.
For us, this launch represents something bigger than a new user experience. It's the next step toward making Genesys Cloud the platform for every employee who plays a role in delivering great customer experiences.
We're excited to share more about this vision and continue expanding the Associate experience in partnership with our customers.
Explore the new Genesys Cloud Associate experience and learn how we're extending AI-powered experience orchestration beyond the contact center:
Genesys Cloud Associate
#GenesysAnnouncements
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Jason
Senior Manager, Product Management
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