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Genesys, IBM Join Forces to Boost Better Customer Service

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Genesys, IBM Join Forces to Boost Better Customer Service

June 17, 2014

  By Mandira Srivastava, TMCnet Contributor

As part of a new agreement, IBM (News - Alert) and Genesys have partnered to develop a learning system that utilizes the IBM Watson Engagement Advisor, which was designed to help organizations know their customers better and drive better decisions with faster outcomes.

The joint solution is designed to enable businesses to aid consumers in their self-service applications and contact centers.

The Engagement Advisor allows users to understand natural language solutions, market and organizational data quickly and easily.

"This combined solution delivers sophisticated yet simple-to-manage knowledge capabilities to transform self-service systems and human interactions into positive brand impressions," said Paul Segre (News - Alert), president and CEO of Genesys. "With Watson, our new solution provides a transformational customer experience with a natural and informed transition from self-service to agent assistance to yield better business outcomes."

The new IBM Watson and Genesys (News - Alert) solution offers organizations the ability to identify when a customer needs to speak with a customer experience rep, rather than continuing in a self-service application. This solution will assist customer service agents to provide fast, data-driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online interaction.

The solution's "Ask Watson" feature can quickly help address customers' questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.

"Customer engagement is a natural fit for Watson, empowering brands with information driven insights,” said Mike Rhodin, Senior Vice President for the IBM Watson Group. “This is a key example of how a new era of cognitive computing applications will transform industries and professions and revolutionize how decisions are made."

By joining the Watson Ecosystem, Genesys customers will gain access to a cloud-based advisor that can read and uncover insights from millions of pages of data-driven content, from product guides to call transcripts, to deliver exceptional customer experiences.

Edited by Rory J. Thompson
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