Artificial Intelligence

The State of CX: Digital, AI, & Personalization – The New Frontier

November 23, 2022

The November 22nd, 2022, Telarus Tuesday call welcomed Jessica Martin, Channel Manager, Mountain West, Marco Sanchez, Channel Manager, Midwest, and Daniel Day, Solutions Consultant, Genesys. Genesys presented a high-level snapshot of “Who is Genesys,” their Customer Journey Orchestration, and where Genesys is winning. Join this call to find out how much Genesys can help your business. The entire recording can be viewed here.

About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital, and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper-personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty.

Our Story

  • Built from scratch as a next-generation CX platform
  • 1100+ developers, 21 years of CX expertise
  • Architected as a product and a platform (open APIs)
  • Modern Cloud Architecture built on AWS
  • Continuous innovation with new capabilities deployed weekly
  • Unmatched reliability (99.999% SLA) with Active-Active-Active architecture
  • Designed for scale to support the most significant global enterprises
  • Flexible cloud telephony options (BYOC, Genesys Cloud Voice)

Genesys provides Omni-channel, Contact Center, and integration services. The state of CX is indeed shifting before our eyes, and this is a perfect storm regarding how businesses transform how they do CX on-premise solutions. The remote workforce is changing the game, and the term AI continues to broaden its horizons regarding what it can mean in the contact center space.

The State of CX is shifting, and Genesys breaks it down into three areas.

  • Digital
  • AI
  • Personalization

Other organizations are looking to expand more on voice and expand into other channels. They’re looking to figure out how we can leverage AI and data and how we can leverage the data that we’re accessing our game from our customers. Employees like to get a better sense of delivery to get an overall experience and how we can personalize it.

One Fabric

CX is no longer just about Contact Center, UC, CRM, QA, or QN. How do we bring all these different components and complex environments, leveraging these multiple tools and bringing them together for larger companies?

Open API framework

API be able to integrate with various tools like service now fully, salesforce, or other UC platforms out there like zoom and 8×8, and Microsoft teams and putting everything on one platform via contact center, workforce engagement management, and putting everything one fabric to get a true sense of delivery in that CX.

Genesys is not an enterprise customer-only solution.Genesys sees much success with the TSB partners. They have completed over 610 Cisco migrations, and about 4,000 contact centers have migrated to Genesis cloud. They have a crawl, walk, and run approach with customers.  Most customers want to take it slowly to move to the cloud, and Genesys will go at the pace of the customer.  Customers’ needs are changing, and there are limitations to where organizations can take those platforms to match their organizational goals.

Value consulting

Value consulting is one of Genesys’s critical differentiators in the channel.  They have their value consulting support team in place, and they will go in and identify and explain what is involved and the financial impact of migrating.  They provide an economic analysis tool to get customers information about the cost of ownership and how Genesys can save them money.

An extensive Q&A session was conducted during the call that answered many partner’s questions about the new offerings that Genesys is providing.

For more detailed information discussed in the call, please watch the recording on YouTube! The entire recording is available here.

To learn more about Genesys, visit