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Summary
At its recent Analyst Summit, Genesys provided insights into its strategy to support not only customer experience, but also employee journeys and experiences. The vendor shared insights around its cloud platform and its new native AI and automation capabilities. This piece explores and analyzes some of the key insights shared, with a specific focus on the employee experience elements.
How Genesys is optimizing digital experiences with AI
Like many enterprise technology vendors, Genesys is heavily investing in AI capabilities. The vendor is focused on leveraging AI and machine learning capabilities to help customers optimize both customer and employee experiences. At the event, Genesys shared details on its AI Copilots and virtual agents that have been designed to help businesses scale customer interactions by advancing self-service and delivering proactive issue resolutions. A key hurdle experienced by businesses looking to adopt advanced AI capabilities is in understanding use-cases and value propositions supported. Genesys is looking to address this issue amongst its customers by delivering more defined and productized AI solutions, including:
- Virtual Agents: Enable businesses to manage a greater volume of customer interactions without increasing staffing costs. These agents automate routine tasks, improving agent efficiency and helping businesses reduce operational costs while maintaining strong customer satisfaction. Key to improving customer satisfaction with these capabilities is technology that response accuracy and facilitates smoother transitions in conversations.
- Agent Copilot: Designed to work alongside human agents to augment and better personalize how they complete tasks and support customer interactions. This capability helps automate knowledge retrieval and response generation in real time, helping agents focus on delivering high-quality service.
- Supervisor Copilot: AI capabilities developed specifically to help managers improve oversight and team support. Features such as real-time sentiment analysis and customer insights help managers make informed decisions in real time that drive better business outcomes and insights on changing customer demands to adjust operations and staffing to service customers effectively.
- Admin Copilot: This solution has been developed to help admins simplify the integration of systems and tools, and to make it easier to manage customer service platforms.
These solutions have been developed around the contact center use-case, which is understandable given that this is the core market Genesys serves. However, there is certainly potential for these and other Genesys capabilities beyond use solely in the contact center. Notably, the employee sentiment sensing and experience journey design and analysis capabilities Genesys offers would be useful to other business units. Genesys adds that its solution is now being used by some customers for internal Helpdesk. Additionally, the virtual agent capabilities have good potential to support the work undertaken by this in frontline-worker retail roles.
Genesys has adopted a tokenized AI license approach that is paying off
One of the key challenges vendors offering AI capabilities are experiencing is in developing a cost model that supports new revenue generation from the capabilities. Enterprises are conscious of the costs associated with investing in AI capabilities, so a simplified cost approach that is scalable is important. A notable aspect of Genesys's AI strategy is its tokenized approach to costing and generating revenue from its AI capabilities. This cost model has proven successful for Genesys, evidenced by the >$100m AI ARR revenue the vendor has generated as of 4Q24. One of the reasons for this success is that the tokenized licensing approach provides customers with bandwidth to experiment with flexible and scalable access to AI capabilities. This system allows businesses to allocate AI resources dynamically based on operational needs and to scale AI usage seamlessly as requirements evolve, without incurring prohibitive costs.
Unlocking enterprise potential means moving beyond just the contact center
There is strong potential for Genesys to grow its appeal in supporting the broader employee experience challenges organizations are facing. In addition to organic growth stemming from its contact center use-cases and adoptions, the vendor must also refine its capabilities and messages to demonstrate how it supports more than just agent employee experience. Key to achieving this will be in diversifying the workflows it formally supports out-of-the-box for broader enterprise relevance. For example, the employee journey mapping and sentiment capabilities currently offered and tailored to contact center use-cases will also be valuable to HR departments that are looking to improve employee experience across an entire organization. Addressing these challenges is crucial for Genesys to fully realize its potential in becoming a true employee experience platform.
Appendix
Author
Adam Holtby, Principal Analyst, Workplace Transformation
