Enterprise feedback platform provider Qualtrics and cloud contact centre leader Genesys have announced a new partnership to deliver customer service experiences.
The partnership will see Genesys’ customer engagement data such as previous service interactions, combined with Qualtrics’ experience data in order to help companies understand the factors impacting customer satisfaction.
In line with Qualtrics’ focus on “experience management”, offering ways for companies to leverage the feedback of employees and customers to design and improve products and experiences, that data includes how customers feel about the level of service they have received.
The combined data is intended to be used for continuous improvement of customer interactions across channels, including self-service, AI chatbots and customer service agents, ultimately to increase personalisation and customer loyalty.
Digital Customer Habits
The companies said the move was a response to changing customer habits accelerated by the ongoing COVID-19 pandemic, with customers increasingly preferring to use fluid, digital channels – presenting an opportunity to use data to marry together conversations across all channels.
"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," said Tony Bates, CEO of Genesys. "Successful companies are delivering personalised 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."
The partnership further allows companies to set up automatic alerts and workflows to follow up on customer feedback, potentially remedying issues before they escalate. Agents, meanwhile, can view trending topics that have an impact on satisfaction, helping them identify areas for additional coaching.
"As companies undergo a massive experience transformation, they need to understand the hearts and minds of their customers more than ever to deliver experiences that drive loyalty," said Zig Serafin, CEO of Qualtrics. "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."
