Genesys, a global leader in AI-based customer experience solutions, has announced the regional availability of new features for its Genesys Cloud platform in Latin America. This expansion promises to revolutionize the way companies manage and optimize interactions with their customers.
Launch of Genesys Cloud Journey Management
During the Xperience LATAM 2024 event held in Mexico City on September 12, Genesys introduced Genesys Cloud Journey Management. This new suite of tools seamlessly integrates with Genesys Cloud AI to provide organizations with unprecedented control and understanding of each customer interaction.
Key features:
– Building, monitoring, and visualizing customer interactions
– Continuous optimization through AI
– Improvements in automation, prediction, and conversational intelligence
Response to high expectations of Latin American consumers
The introduction of these new capabilities addresses the growing demand for high-quality customer experiences in the region. According to data provided by Genesys:
– 84% of Latin American consumers expect high-quality service experiences
– Only 13% of companies in Latin America have the necessary tools to meet these expectations
Key features of Genesys Cloud Journey Management
Journey Flows and Journey Analyzer
These tools, now integrated into Genesys Cloud, offer:
– Powerful visualizations of customer behavior
– In-depth analysis of interaction data
– Identification of channel switching patterns and repeated actions
– Unified view of customers and employees
Synergy with Genesys Cloud AI
The combination of Journey Management and AI enables:
– Creating new self-service interactions and more effective virtual agents
– Improving conversational AI models
– Refining predictive capabilities to deliver the best next action
Impact on the Latin American market
Mauricio García Cepeda, General Manager of Genesys Mexico, highlighted the importance of these new capabilities for the Latin American market:
“Offering native journey management capabilities will further deepen the AI-driven experience orchestration engine of Genesys Cloud for businesses in Latin America,” said García Cepeda.
Availability and language support
Journey Flows and Journey Analyzer are now available for Genesys Cloud in Spanish and Portuguese, facilitating adoption throughout the Latin American region.
Conclusion
With this expansion, Genesys reaffirms its commitment to the Latin American market, providing advanced tools that will enable businesses in the region to offer personalized and high-quality customer experiences, thereby driving business growth and customer satisfaction.