Genesys Adds Nuance Contact Center AI Tools to Cloud CX

Creating better customer interactions is the name of the game today. Businesses aiming to provide best-in-class service must be able to connect with customers wherever they are, and immediately deliver a high quality experience.

Digital channels and virtual assistants are supporting this initiative, making it possible to provide top quality customer support around the clock. Now, to make it easier for Genesys (News - Alert) customers to deliver improved customer experiences, the company has announced the expansion of its partnership with Nuance Communications Inc.

This latest partnership will see Nuance Contact Center AI lineup of technologies and tools integrated in its Genesys Cloud CX offering.

"The continuing acceleration of digital transformation means providing customers with a combination of advanced capabilities in a CCaaS model," said Robert Weideman, Executive Vice President and General Manager, Enterprise, Nuance (News - Alert). "By integrating our proven enterprise-grade conversational AI, biometric security, and Nuance Mix tooling technologies with Genesys Cloud CX, we are giving organizations the power they need to meet customer expectations today and the flexibility to take advantage of new technologies to address future opportunities."

With this integration, customers will be able to add conversational virtual assistants to their voice and digital channels, and increase security with the addition of biometrics-based authentication and fraud prevention solutions.

Genesys has been a part of Nuance's partner network for years and it’s modern cloud strategies and API-first approach for contact center services align perfectly with Nuance’s open, modular cloud solutions.

"Nuance and Genesys are both dedicated to delivering flexible, future-proof options for our shared customers while working closely to advance the state-of-the-art in intelligent, omnichannel customer engagement solutions," said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX.

Edited by Luke Bellos