Genesys, a global leader in AI-powered experience orchestration, announced an expanded collaboration with Salesforce to enhance customer and employee experiences across sales, healthcare, and financial services. This partnership was unveiled at Dreamforce 2024, focusing on delivering faster, more personalized customer interactions through industry-specific solutions.
- Partnership and Expanded Capabilities:
- Genesys and Salesforce are expanding the availability of their CX Cloud solution, empowering users of Sales Cloud, Health Cloud, and Financial Services Cloud to streamline customer interactions and improve productivity.
- The collaboration offers enhanced orchestration, enabling organizations to unify data and create more personalized experiences across various industries.
- Key Industry-Specific Solutions:
- Sales Cloud: Offers personalized outbound voice campaigns, allowing sellers to automate lead prioritization and outreach while maintaining compliance with industry regulations like the Telephone Consumer Protection Act and Payment Card Industry Data Security Standards.
- Health Cloud: Empowers healthcare teams to share confidential data securely and deliver enhanced patient services, from appointment scheduling to post-care follow-ups, with HIPAA-compliant digital communication.
- Financial Services Cloud: Enables financial institutions to unify critical client data, streamlining employee collaboration and enhancing client relationships through personalized service.
- Additional Enhancements:
- New Digital Channels: CX Cloud now supports web messaging, SMS, and voice channels, enabling seamless interaction management across multiple platforms.
- Language Support: CX Cloud expands its global reach with support for 20 languages, including Spanish, Chinese, Japanese, German, and French, across 20 Genesys Cloud regions powered by Amazon Web Services.
- Industry Adoption and Success:
- Since the initial launch, over 75 CX Cloud deals have been closed, including clients like AAA Washington, a Fortune 500 global workplace technology provider, and a luxury retailer.
- The solution continues to attract organizations looking to enhance both customer and employee experiences while driving innovation and business success.
The expanded collaboration between Genesys and Salesforce introduces industry-specific capabilities through CX Cloud, revolutionizing customer experience (CX) across sectors like sales, healthcare, and finance. With advanced tools for data unification and enhanced digital channels, organizations are well-equipped to deliver seamless, personalized interactions and improve workforce engagement.
