G-NINE

In June, 2017 Genesys company provided G-NINE at the CX17 conference. G-NINE is a new stage of development of the omnichannel Genesys Customer Experience platform.

G-NINE provides management of the client's route thanks to functionality and complex intelligent mechanisms, the organizations of work of operators and to the built-in functions which help the enterprises to build an intelligent system of business management.

"The principles of customer service which are the cornerstone of all solutions of Genesys are realized in G-NINE and promote successful work of the companies during an era of digital revolution in the field of customer service — Mereyn says those Fight, the marketing director of Genesys company. — G-NINE completely satisfies customer needs of the companies which need the effective, personalized, seamless service. Along with this G-NINE helps the companies to react sensitively to changes in a customer behavior and to provide the services corresponding to their requests and also provides technological leadership of business against the background of rapid development and high implementation cost of innovations".

According to Forrester, 2/5 adult Americans using the Internet prefer service on digital channels to interaction with the operator by phone. ^[1] The possibility of predictive management of routes of clients in real time for services of marketing, sales and customer service offers essentially new prospects for the successful competition for the account of service quality.

G-NINE offers a range of innovations:

• Automation using "smart" applications: Genesys offers the platform for automation including more than 80 preset microapplications for voice and digital service which increase operational efficiency of the company and customer service quality.
• Asynchronous message exchange: G-NINE expands possibilities of contact centers on asynchronous message exchange with clients using Genesys Hub in interaction on such popular channels as Facebook Messenger, Slack, Skype and WeChat.
• Instruments of interaction: G-NINE displays customer interaction for a framework of traditional channels of service (to which it is possible to carry a voice communication, e-mail, a chat, social networks, etc.), connecting new channel — Internet of Things (IoT). The solution is able to define in real time the best option of actions taking into account the context information about the user, resource availability, a profile of the client and business attributes.
• Possibility of use of own chat-bot: unlike other solutions, G-NINE allows the companies to use own bots, for example, based on IBM Watson, as a part of platforms for customer service. The solution supports seamless integration of functionality of third-party bots with own AI and the system of machine learning Genesys for receiving a better picture of actions of users on all channels of interaction.
• Get acquainted with Kate: G-NINE represents AI for customer service — the personified ecosystem of artificial intelligence from Genesys by the name of Kate. The main objective of Kate — customer service at the highest level. Kate is delivered with a set of own microapplications and means of recognition of the natural speech. Kate unites complete set of opportunities of omnichannel AI which is able to use Salesforce Einstein in CRM and IBM Watson for work with Big Data, and provides to users additional benefits due to effective use of the automation equipment and opportunities of human intelligence.

Uniform concept CX, three complementary solutions

The Genesys Customer Experience platform proposes to the enterprises of different scales the interconnected solutions and allows to provide to clients high-quality services regardless of the selected implementation model — cloud or local.

• PureEngage is a solution package for customer service which provides to the international companies of any scale all necessary for high quality customer service and the organization of enterprise management using digital technologies.
• PureConnect is the solution for omnichannel service with a full range of functions intended for medium-sized and large enterprises and supporting local and cloud model of implementation.