This week, Coveo announced integration on the Genesys Cloud and AppFoundry to scale the distribution of Coveo’s enterprise AI platform, including search and genAI features. Moreover, by debuting on the Genesys marketplace, Coveo can enhance customer and workers' experiences, enabling improved business outcomes.
Patrick Martin, the EVP of Customer Experience at Coveo, added:
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. 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.
The CX solution providers are partnering to help drive AI in the workplace. Integrated genAI systems are already changing how brands interact with customers; with Coveo’s most recent update, the firm aims to empower contact centre agents with relevant insights and generative answers.
The Coveo for Genesys Cloud service allows agents to use genAI search, AI recommendations, and generative answering technologies to help them solve complex issues, perform onboarding exercises, undergo upskilling, improve workflow efficiency, and increase first-call resolution.
Coveo and Genesys note that the partnership helps service leaders and clients meet critical efficiency goals and priorities while producing exceptional customer experiences.
More on Coveo for Genesys Cloud
Coveo for Genesys Cloud introduces a range of powerful tools for CX clients and workers; now, thanks to the marketplace's debut, adopting firms can significantly improve workflows.