In on-premises environments, multiple vendors and Start Innovating and their standalone solutions created increasingly complex environments, often called “spaghetti” or cobbled together “Frankensteins.” Even in the cloud, if you have your customer data in different places, it’s difficult for AI to make use of that data.
With a comprehensive cloud platform, data is easily shared across an organization. It’s a single solution that eliminates the need for patchwork systems and multiple vendors. And you can easily integrate applications to quickly spin up an instance or do a proof of concept.
For Northumbrian Water Limited (NWL),
Which serves 4.4 million customers in accurate cleaned numbers list from frist database northeast England, a desire to transform its customer experience led to its cloud migration.
Its service requests were mostly over the phone, but NWL had no way to handle spiking call volumes and no way to deflect calls through digital channels with its disparate on-premises systems. It was time- and resource-intensive, leaving little and Start Innovating room for innovation.
Consolidating on the Genesys Cloud™ platform enabled NWL to interact with customers on digital channels. It also removed significant risk and expense.
The entire cloud platform was live within six months — the same amount of time it used to take NWL to integrate a single chat solution with its previous infrastructure. Within two weeks, NWL saw an 89% fall in its phone transfer rate and a six-point rise in customer satisfaction.
A single platform also reduces risks associated overview of cdn management platform with security, privacy and liability. Although businesses practice due diligence for the individual security features of any AI-powered applications, cloud consolidation means they typically only need to monitor compliance and security for one provider.
That’s because the future of moving to
Acloud platform is already accepted for the most part, leaving most questions about the infrastructure. Genesys Cloud runs natively on Amazon Web Services (AWS), which means you get the benefits of AWS security compliance. Its infrastructure ties together governance focused and audit-friendly service features with applicable phone number list compliance or audit standards.
Shape Customer Journeys with Data-Driven Experience Orchestration
An AI-powered cloud platform allows you to and Start Innovating not only collect data but turn it into valuable insights. Using that real-time data to coordinate every step of every customer experience is the essence of experience orchestration.
Together, AI and experience orchestration give businesses a holistic view of customers and insight into customer engagement. By leveraging the power of data, analytics and automation, businesses can deliver the right information, at the right time, to the right customer, across all touchpoints.
AI-Powered experience orchestration allows enterprises to identify key behavior patterns,
create smart triggers for automated actions and collect data to deliver the personalized experiences customers expect.