Genesys Unveils G-NINE

Genesys has announced a new omni-channel platform and customer engagement model: the Genesys Customer Experience Platform “G-NINE.” This new framework, introduced at CX17 Indy, will guide the offers from Genesys from here on out, in order to help the company and its clients provide a better customer experience across marketing, sales, and services.

With the Genesys Customer Experience Platform, users have complete management of the customer journey. Currently, there are several G-NINE innovations on deck for Genesys, including Smart App Automation with over 80 predefined micro-applications for voice and digital self-service, Asynchronous Messaging that extends contact center capabilities through Genesys Hub, Next Generation Engagement to extend the customer experience beyond basic communication channels and into the Internet of Things, Bring-Your-Own-Bot capabilities so companies can blend their own bots’ capabilities with native Genesys AI and machine learning, and a customer service-specific AI named “Kate.”

Additionally, the Genesys Customer Experience Platform includes three complementary offerings, designed to provide enhanced customer experiences for companies of all sizes, and on-premises or in the cloud. PureEngage is an omni-channel customer engagement suite for global businesses, PureConnect is an offering with comprehensive services for mid-sized and large organizations, and PureCloud by Genesys is an all-in-one customer engagement and employee collaboration solution, designed to enable innovation.

Genesys has high hopes for G-NINE, claiming that it’s purpose-built to let organizations communicate with more ease and effectiveness while running their businesses more intelligently.

“G-NINE is really more about a vision than a specific set of features as Genesys is applying it to all three of its portfolios,” explains Dave Michels, UC Expert at UCStrategies. “Other big news from Genesys includes Kate, a new AI framework, and the resurrection of a road map for PureConnect, the CIC and CaaS solution that was previously winding down.”

For more information, visit www.genesys.com.