Amazon Web Services recently announced that contact center provider Genesys picked AWS as its preferred cloud provider. This means Genesys Cloud, the company's public cloud contact center platform leverages the power of AWS.
Genesys Cloud, now built on AWS’s extensive set of cloud functionalities, Genesys customers can develop and deliver new features to customers. The partnership will also enable organizations to deploy and scale the Genesys Cloud platform. The platform uses a wide range of AWS services such as computing, database, analytics, machine learning, storage, as well as AWS security.
In a statement, AWS wrote: "Organizations around the world use the platform to manage and improve customer relationships across any channel, including voice, text, webchat, and social interactions." And the COVID-19 pandemic brought a unique set of challenges for Genysys. The company, however, said it has had little-to-no issues thanks to "AWS’s reliable and secure global infrastructure."
With over 1,000,000 paying customers on the AWS platform, it is this experience Genesys hopes the Amazon subsidiary will bring to its contact center solution which has endured the novel Coronavirus. Today a larger number of knowledge workers and contact center agents work from home and they've seen higher than usual interaction volumes as a result of the global health crisis.
AWS will help agents using the Genesys Cloud solution to generate real-time insights that guide human agents along with chatbots during customer engagements. This has all sorts of implications, including understanding when to adjust agent behaviors to meet the needs of customers based on real-time sentiment analysis.
"Genesys Cloud uses Amazon Athena for on-demand, serverless analysis of historical customer data, along with Amazon ElastiCache, a service that provides in-memory data storage and caching, to ease effective live interactions"
Genesys Cloud is capable of indexing customer interactions using Amazon DynamoDB, a database that delivers single-digit millisecond performance at any scale, I'm told. This enables users to identify patterns in customer service requests around the world and accommodate extreme concurrency of requests, and could very well deliver a much-needed boost to customer experience.