Accenture + Genesys

Enabling cloud-based intelligent solutions that deliver personalized customer experiences while optimizing operations

Accenture-Genesys strategic alliance

Our strategic partnership offers unrivaled value and expertise to help you deliver a personalized customer experience (CX) to your customers around marketing, sales, and service processes.

We achieve this at scale and across any channel by use of conversational AI – artificial intelligence powered chatbots and virtual assistants.

Transforming customer care

  • Customer Experience: Personalized, proactive services delivered seamlessly across all channels and throughout the customer journey.
  • Analytics: 360-degree, predictive analysis, with speech analytics to understand customer behavior and conversation in real-time.
  • Digital Adoption: Cloud-based and AI-powered for scale, reach, and intelligence.
  • Workforce Optimization: Staffing and scheduling for dynamic demand, and measuring agent performance.
Our solutions are powered by cloud and AI to empower a high-performance workforce.

Our capabilities and service offerings

Accenture, a leader in cloud strategy and implementation, and Genesys, a leader in cloud contact center platforms, bring together comprehensive capabilities and services. Through numerous client implementations, we’ve developed tools and accelerators specifically tuned for Genesys to expedite delivery and time-to-value.

AI-powered customer experience

  • Virtual agent discovery
  • Conversation design
  • Agent assist
  • Using AI platforms; e.g., Google CCAI, Amazon CCI, Microsoft LUIS, IBM Watson

Journey to the cloud

  • Cloud contact center strategy and transformation
  • Capability fit-gap assessment
  • Platform design and implementation

Customer care operations

  • Workforce optimization (WFO)
  • Quality monitoring and automation
  • Operational reporting

Omni-channel orchestration

  • Interaction routing
  • Insight-driven workload distribution

Contact center analytics

  • Text and speech analytics
  • Caller intent and call tree analytics

CRM integration

  • CRM integration, e.g., Salesforce, Microsoft Dynamics, SAP and Pega
  • Agent experience design

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We’ve got the Genesys expertise

We have proven expertise in Genesys.

18

Years of partnering with Genesys

4

Times recognized as Genesys partner of the year

140+

Projects across industries

200+

Certified Genesys Professionals

100+

Joint clients

30

Presence in countries

Our leaders

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