Genesys Moves to AI-Powered Journey Optimization

At its analyst conference in the heart of beautiful Napa Valley, Genesys laid out its strategy for what it calls “AI-powered journey optimization.” The company has evolved over the years – starting as a computer telephony integration (CTI) vendor, and gradually becoming a leading cloud contact center player. The company now has its sights set on AI to “power the customer experience revolution.” Note that the customer experience goes beyond customer service (the contact center) to adjacent areas including sales and marketing, which Genesys has been more aggressive in addressing.

Next-generation customer experience requires a true omnichannel customer engagement platform.