Genesys Announces Continued CX Cloud Momentum through Strong Customer Adoption, Expanded Availability and Global Expansion

Rhea-AI Summary

Genesys and Salesforce have expanded their collaboration to revolutionize customer and employee experiences across sales, healthcare, and financial services. The enhanced CX Cloud solution now integrates with Sales Cloud, Health Cloud, and Financial Services Cloud, offering tailored capabilities for specific industries and roles. Key highlights include:

- Over 75 CX Cloud deals closed in one year
- Expanded availability for global users
- New digital channels including web messaging and SMS
- Support for 20 languages
- Available in 20 Genesys Cloud regions powered by AWS

The collaboration aims to streamline customer interactions, boost employee productivity, and provide richer insights by unifying data and orchestrating personalized experiences.

Positive

• Closed over 75 CX Cloud deals in one year with diverse enterprises
• Expanded availability for Sales Cloud, Health Cloud, and Financial Services Cloud
• Added native digital channels including web messaging and SMS
• Expanded language support to 20 languages
• Available in 20 Genesys Cloud regions powered by AWS
• Integration with Salesforce Service Cloud for unified data and experience orchestration

Negative

• None.

Insights

Market Research Analyst

The expanded collaboration between Genesys and Salesforce represents a significant development in the Customer Experience (CX) sector. With over 75 CX Cloud deals closed in just one year, this partnership demonstrates strong market traction. The expansion into Sales, Financial Services and Health Clouds broadens the solution's appeal across multiple industries, potentially increasing Genesys' market share and revenue streams.

The addition of native digital channels and support for 20 languages enhances the product's global competitiveness. This move could help Genesys capture a larger portion of the international CX market, which is important for long-term growth. However, the impact on Genesys' stock may be tempered by the fact that it's a private company, making it challenging for retail investors to directly benefit from this news.

Tech Expert

The integration of Genesys Cloud with Salesforce's various cloud offerings marks a significant technological advancement in the CX space. By unifying data, agents, bots and communication channels, this solution addresses a critical pain point in customer service operations. The addition of outbound voice campaign capabilities for Sales Cloud and HIPAA-compliant data sharing for Health Cloud demonstrates a deep understanding of industry-specific needs.

The expansion to 20 Genesys Cloud regions powered by AWS indicates a robust and scalable infrastructure. This could provide a competitive edge in terms of performance and reliability. However, the true test will be in the seamless integration and real-world performance of these complex systems across different industries and use cases.

Financial Analyst

While the expanded partnership with Salesforce is promising, its financial impact on Genesys remains unclear without specific revenue figures or projections. The 75+ CX Cloud deals in a year suggest strong initial adoption, but the deal sizes and their contribution to overall revenue are not disclosed. The expansion into new industries and global markets could potentially accelerate growth, but it may also increase operational costs in the short term.

For Salesforce (NYSE: CRM), this partnership could enhance its CRM offerings, potentially driving incremental revenue. However, the impact is likely to be marginal given Salesforce's size ($31.35 billion revenue in FY2024). Investors should monitor future earnings reports for any mention of this partnership's contribution to Salesforce's growth in the Service Cloud segment.

• In just one year, Genesys closed more than 75 CX Cloud deals with diverse enterprises desiring to unify their data, bots and channels for smarter end-to-end customer and employee experiences
• Global leaders in CCaaS and CRM expand CX Cloud with availability for Sales, Financial Services and Health Clouds; new languages; and added channel support, enabling global companies to orchestrate personalized experiences

SAN FRANCISCO--(BUSINESS WIRE)-- Genesys®, a global cloud leader in AI-powered experience orchestration, today announced an expanded collaboration with Salesforce (NYSE: CRM), the #1 AI CRM, to revolutionize customer and employee experiences across sales, healthcare and financial services at Dreamforce 2024.

Together, the companies are helping organizations streamline customer interactions, boost employee productivity and gain richer insights by furthering the unification of data and orchestration through capabilities now tailored to specific industries and roles. The enhanced CX Cloud solution from Genesys and Salesforce empowers global users of Sales Cloud, Health Cloud and Financial Services Cloud to deliver faster, more personalized customer experiences. To reinforce the companies’ commitment to driving innovation and business success, Genesys and Salesforce are highlighting expanded CX Cloud availability, bringing comprehensive experience orchestration and workforce engagement management capabilities to more industries and business units.

Last September, the companies first announced the solution integrating the Genesys Cloud™ platform with Salesforce Service Cloud to help customers spanning global enterprises to midsize regional businesses to unify their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences. Since launching, more than 75 CX Cloud deals have been closed with a diverse set of organizations, including AAA Washington, a Fortune 500 global workplace technology provider and a major luxury retailer.

Expanded availability is now available for the following:

• Sales Cloud: Using the outbound voice campaign capability from Genesys Cloud, sellers can create the personalized, high-touch relationships needed to increase bookings and exceed revenue targets by automating lead prioritization and initiating outreach directly from Sales Cloud. New voice capabilities allow sellers to create opportunities while helping companies comply with the Telephone Consumer Protection Act and Payment Card Industry Data Security Standards.
• Health Cloud: Confidential data sharing, enhanced routing and improved digital communications with HIPAA compliance empower care teams to deliver empathetic and efficient interactions to patients and members. The integration enables enhanced patient access, such as scheduling and appointment adherence, specialist coordination, post-care follow-ups, and more.
• Financial Services Cloud: With CX Cloud, financial services institutions can deliver a more flexible, personalized and intuitive service for all clients. By connecting important data like financial records, claims and policy information into a single unified view, the integration streamlines the employee user experience, provides collaboration opportunities and helps facilitate deeper relationships with clients.

Genesys Adds Digital Channels and Expands Language Support for CX Cloud

Genesys also announced native digital channels, including web messaging and SMS, for CX Cloud, building on existing Genesys Cloud voice capabilities for the solution. CX Cloud users can now bring their own digital and voice channels from Genesys Cloud, helping them manage and measure customer interactions more seamlessly. Additionally, Genesys is expanding support for global organizations through CX Cloud availability in 20 languages, including Spanish, Chinese, Japanese, German and French. Organizations also benefit from the global capabilities of the CX Cloud solution that is available in 20 Genesys Cloud regions powered through Amazon Web Services.

Comments on the News

• “Siloed channels, data and departments have diminished quality customer service for decades, and together Genesys and Salesforce are working to change that. Joint customers can take advantage of this expanded, industry-first collaboration that goes beyond a simple telephony integration to take their customer and employee experience above and beyond. By working with Salesforce and other enterprise platforms, Genesys is uniquely positioned to help organizations better synchronize customer data across systems and fuel the next generation of experience orchestration.” - Oliver Jouve, chief product officer at Genesys
• “With our company strategy emphasizing ‘Helpful Tech, Human Touch,’ AAA Washington has a long history of providing exemplary member experiences with highly skilled service agents and sales staff. As part of a progressive strategy, we are embracing solutions that enable us to support our members digitally and strengthen that experience through our signature support from the AAA Washington team. We see CX Cloud from Genesys and Salesforce as a strategic solution that will help us realize this vision.” - Jim Ryan, chief information officer at AAA Washington
• “Organizations are asking for more connected solutions to improve both customer and employee experiences while reducing operating costs and accelerating time to value. Genesys and Salesforce have responded to this growing need in the market with their continued innovation around the CX Cloud solution. CX Cloud enables organizations to create personalized and consistent customer experiences, increase agent efficiency and consolidate systems with a single, native solution.” - Andy Haas, managing director and CCaaS practice leader at Deloitte Consulting LLP

Genesys Sponsoring, Exhibiting and Speaking at Dreamforce 2024

Genesys is a Groundbreaker-level sponsor at Dreamforce 2024. Genesys is exhibiting at booth #407. In addition, Genesys will demo CX Cloud solution enhancements at the following time:

Session: Demo: Grow Revenue with CX Cloud from Genesys and Salesforce
Time: Wednesday, September 18, at 2:00 PM—2:20 PM PT
Location: Moscone North, LL, Campground, Theater 4
Presenters:

• Rian Logan, senior solution architect, Genesys
• Mathew Danish, senior principal solution consultant, Genesys
• Kevin Mousseau, principal solution engineer, Salesforce

Abstract:
No frills, no fluff; just a live demo. Unlock new opportunities and improve sales KPIs with AI-powered digital engagement, routing and outbound campaigns from CX Cloud — now available on Sales Cloud.

Salesforce, Dreamforce, Data Cloud, Financial Services Cloud, Health Cloud, Industry Cloud, Sales Cloud, and others are among the trademarks of Salesforce, Inc.

About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

© 2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240912372281/en/

Marielle Sedin

510-967-2964

marielle.sedin@genesys.com

Method Communications

Genesys@methodcommunications.com

Source: Genesys

FAQ

What new features does the expanded Genesys and Salesforce CX Cloud offer?

The expanded CX Cloud now offers integration with Sales Cloud, Health Cloud, and Financial Services Cloud, along with new digital channels like web messaging and SMS, support for 20 languages, and availability in 20 Genesys Cloud regions powered by AWS.

How many CX Cloud deals has Genesys closed since launching the integration with Salesforce (CRM)?

Genesys has closed more than 75 CX Cloud deals since launching the integration with Salesforce (CRM) in September of the previous year.

What specific benefits does the CX Cloud integration offer for Sales Cloud users?

For Sales Cloud users, CX Cloud offers outbound voice campaign capabilities, allowing sellers to create personalized relationships, automate lead prioritization, and initiate outreach directly from Sales Cloud, while ensuring compliance with TCPA and PCI DSS standards.

How does the CX Cloud integration enhance Health Cloud capabilities?

The CX Cloud integration enhances Health Cloud by providing confidential data sharing, improved routing, and digital communications with HIPAA compliance. It enables better patient access, appointment scheduling, specialist coordination, and post-care follow-ups.