Genesys taps IBM Watson cloud for customer engagement
June 14, 2014
Grazed from BusinessCloudNews. Author: Jonathan Brandon.
Genesys, a contact centre infrastructure specialist and IBM announced a partnership this week that will see the two firms partner to develop a learning system geared towards improving customer experience with IBM’s Watson cognitive computing as a service at its foundation.
The IBM Watson and Genesys solution will aid brands’ customer service agents to provide fast, data-driven answers, according to the companies; the solution’s “Ask Watson” feature will help address customers’ questions, offer feedback to guide their purchase decisions, and troubleshoot their problems…
“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, president and chief executive officer 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.”…
Read more from the source @ http://www.businesscloudnews.com/2014/06/13/genesys-taps-ibm-watson-cloud-for-customer-engagement/