Coveo and Genesys Partner to Enhance Contact Center Experiences with AI

Coveo, a leading enterprise AI platform, has partnered with Genesys, a global cloud leader in AI-powered experience orchestration, to empower contact center agents with AI-driven insights and generative answers, enhancing customer and employee experiences through a native integration. This partnership aims to revolutionize the contact center industry by providing agents with efficient and effective tools to resolve customer issues, leading to increased customer satisfaction and loyalty." This description focuses on the primary topic of the partnership between Coveo and Genesys, the main entities involved, and the context of the contact center industry. It also highlights the significant actions and consequences of the partnership, including the potential to revolutionize the industry and improve customer satisfaction. The description provides objective and relevant details that will help an AI generate an accurate visual representation of the article's content, such as a image of a contact center agent using a computer with AI-powered tools, or a graph showing the improvement in customer satisfaction.

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Bijay Laxmi
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Coveo and Genesys Partner to Enhance Contact Center Experiences with AI

Coveo and Genesys Partner to Enhance Contact Center Experiences with AI

Coveo, a leading enterprise AI platform, has partnered with Genesys, a global cloud leader in AI-powered experience orchestration, to deliver superior customer and employee experiences through a native integration. The partnership aims to empower contact center agents with relevant insights and generative answers using Coveo's AI search, AI recommendations, and generative answering technologies.

Why this matters: This partnership has the potential to revolutionize the contact center industry by providing agents with the tools they need to efficiently and effectively resolve customer issues, leading to increased customer satisfaction and loyalty. As the use of AI-powered technologies continues to grow, this partnership sets a new standard for the industry and paves the way for future innovations.

Coveo for Genesys Cloud is now available on the Genesys AppFoundry, a marketplace of solutions offering a curated selection of applications and integrations. The integration leverages Coveo's AI capabilities to help agents onboard and upskill quicker, reduce search-to-click time, increase first call resolution, and lower average handling time.

"Customer service agents are the heart of any enterprise and it's imperative to provide them with the tools to mitigate escalations and tackle new challenges that might come their way," said Patrick Martin, EVP of Customer Experience at Coveo. "We're excited to combine forces with the leading CCaaS (Contact Center-as-a-Service) platform and their strong track record of simplifying the agent experience. Together, we will improve the customer and agent experience by giving agents the personalized and relevant knowledge, now with generative answers, at the right time to improve both their workflow and deliver business results."

Combining the power of Coveo and Genesys enables enterprises to solve customer problems efficiently and effectively, with fast, easy, and secure access to relevant knowledge embedded in the Genesys Cloud desktop. Agents can start with recommended content personalized for the customer's situation and leverage AI search and generative answering as the conversation progresses without needing to switch screens.

Coveo is a Leader in two IDC MarketScapes: the IDC 2023 MarketScape for Worldwide General Purpose Knowledge Discovery and the 2023-2024 IDC MarketScape for Worldwide Knowledge Discovery for Internal Use Cases. The company's GenAI-backed features and advanced relevance will help service leaders meet critical priorities for efficiency while creating remarkable customer experiences.

The Coveo platform is ISO 27001 and ISO 27018 certified, SOC2 compliant, HIPAA compatible, with a 99.999% SLA available. Coveo is dedicated to bringing the AI experience advantage to every point of experience using powerful data and AI models to transform the enterprise in commerce, customer service, website, and workplace.

The partnership between Coveo and Genesys brings together two industry leaders to enhance contact center experiences through AI-powered insights and generative answers. With Coveo for Genesys Cloud, enterprises can empower their agents to deliver superior customer service, drive efficiency, and achieve better business outcomes in today's fast-paced digital landscape.

Key Takeaways

  • Coveo partners with Genesys to empower contact center agents with AI search and generative answers.
  • The integration aims to increase customer satisfaction and loyalty by providing agents with relevant insights.
  • Coveo for Genesys Cloud is now available on the Genesys AppFoundry marketplace.
  • The partnership combines Coveo's AI capabilities with Genesys' CCaaS platform to improve agent experience.
  • The integration enables fast, easy, and secure access to relevant knowledge within the Genesys Cloud desktop.