PROVO, Utah and SAN FRANCISCO, June 16, 2021 / PRNewswire / – Qualtrics (Nasdaq: XM), the global leader in experience management (XM) and creator of the XM category, and Genesys, a global leader in cloud customer experiences and contact center solutions, today announced a new product Partnership known to help companies deliver world-class customer service experiences on a large scale. The new alliance will bring together Genesys engagement data, such as a customer’s previous service interactions, and Qualtrics experience data or customer opinion on the service they have received, to help companies identify every factor that affects customer satisfaction influenced to understand in a single view.
Solving a customer service case is only one aspect of a successful customer interaction. Just as important is how the customer perceives the service received, and how companies use this empirical data to continuously design and improve the service provided, becomes a competitive differentiator. This includes how customers perceive their interactions through self-service resources, AI-supported chatbots or customer service representatives. By acting and learning from these insights based on customer service experiences, organizations can increase customer loyalty, reduce churn, and deliver true, personalized experiences on a large scale.
“The digital transformation has changed the way consumers expect from businesses and they are using the channels that provide the fastest route to what they want or need and they expect full service,” said Tony Bates, CEO of Genesys. “Successful companies offer personalized experiences with empathy at their core. With Qualtrics and Genesys, companies can now orchestrate an empathic customer service experience from marketing to sales and service interactions.”
“As companies undergo a massive experience transformation, they need to understand the hearts and minds of their customers more than ever to deliver experiences that drive loyalty,” said Zig Serafin, Qualtrics CEO. “Combining Qualtrics ‘real-time customer sentiment with Genesys’ individual service history helps companies take action to deliver incredible customer experiences on a large scale.”
Customer experience beyond the closed case
Over the past year, consumers have turned digital as their preferred connection method and customers have grown used to ubiquitous access and fluid experiences. Organizations are now seeing a new way to differentiate themselves and build brand loyalty by facilitating fluid conversations across voice and digital channels without losing context. Together, Qualtrics and Genesys will provide a holistic view of a customer’s service experience, including their mood over time, past service interactions, and communication preferences. Based on these insights, companies can find the best way to provide incredible customer service and how to engage consumers in this ever-active digital economy.
Close service gaps with automated workflows
With Qualtrics and Genesys, companies can easily set up and orchestrate workflows and alerts to automatically trigger a follow-up based on customer feedback. Being able to reach out to customers to resolve or mitigate a problem before it escalates or even occurs can mean the difference between a lifelong trademark attorney or a social media fire drill. For example, if a customer reports they had a negative interaction on an online checkout issue, that feedback is automatically shared with the agent, recorded on Genesys, and passed on to the appropriate team to resolve the issue.
Improve service delivery with customer feedback
Customer service reps play a vital role in improving the service experience, and the partnership will provide reps with the data they need to improve over time. Agents can easily view trending topics based on customer feedback that have a positive or negative impact on customer satisfaction. This experience data, combined with Genesys engagement data such as case resolution rate, helps agents and their managers focus on areas where additional coaching can be beneficial to provide better service experiences in the future.
Availability
An integration of Qualtrics and Genesys is available to customers today on the Qualtrics Marketplace and Genesys AppFoundry. New integrations will be available later this year.
About Genesys
Genesys every year® Delivers more than 70 billion remarkable customer experiences for businesses in over 100 countries. With the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on every channel while improving the employee experience. Genesys pioneered Experience as a Service™ It allows businesses of all sizes to provide true, large-scale personalization, interact with empathy, and build customer trust and loyalty. Visit www.genesys.com.
About Qualtrics
Qualtrics, the global leader in experience management (XM) and creator of the XM category, is transforming the way companies manage and improve the four core business experiences – customer, employee, product, and brand. Over 13,500 companies around the world use Qualtrics to collect experience data (X-Data™) – the beliefs, emotions and intentions that tell you why something is happening and what to do about it. The Qualtrics XM platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, create breakthrough products that people love, and build a brand that people burn for. To learn more, please visit qualtrics.com.
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SOURCE Qualtrics
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