Qualtrics Partnership and Integration with Genesys

Experience Management (XM) company Qualtrics has partnered with cloud customer experience and contact center solutions firm Genesys, adding the latter's customer engagement and activity data to the former's feedback for a single, actionable view of customer satisfaction.

Genesys uses AI and cloud technology to connect customer interactions across marketing, sales and service on 'any' channel to offer ' true personalization at scale' - and also targets improved employee experiences. SAP-owned Qualtrics focuses on four areas of Experience Management (XM) - Customer, Employee, Brand and Product, and in the last month has launched tools for automated employee insights and customer and brand loyalty.

The partners say they will provide clients with 'a holistic view of a customer's service experience history, including their sentiment over time, their past service interactions, and communications preferences', helping them to keep customers engaged in the post-Covid 'always-on digital economy'. They also promise the ability to 'easily set up and orchestrate workflows and alerts to automatically trigger a follow-up based on customer feedback'; and to give customer service agents the option to easily view trending topics impacting customer satisfaction, based directly on customer feedback.

Genesys CEO Tony Bates comments: 'Digital transformation has changed the way consumers expect to engage businesses and they're using the channels that offer the fastest path to what they want or need, and they expect total service. Successful companies are delivering personalized experiences with empathy at their core. With Qualtrics and Genesys, businesses can now orchestrate an empathetic customer service experience starting in marketing and spanning to sales and service interactions'. Qualtrics CEO Zig Serafin (pictured) adds: 'The combination of real-time customer sentiment from Qualtrics with individual service history from Genesys helps companies take action to deliver incredible customer experiences at scale'.

Web sites: www.qualtrics.com and www.genesys.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.