UC3 News — 29 November 2017
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Genesys Announces PureCloud Integration With Amazon Lex by Robbie Pleasant

Genesys debuted the integration between Genesys PureCloud, its cloud customer engagement solution, and Amazon Lex at the AWS re:Invent conference. The integration will leverage artificial intelligence to help businesses build and maintain conversational interactive voice response (IVR) flows, providing an improved customer experience.

Genesys PureCloud is a cloud contact center platform built atop Amazon Web Services (AWS), via a microservice architecture. Each of its microservices operates independently, preventing mass failure should one area collapse.

Amazon Lex is a fully managed, scalable service designed to build conversational interfaces into applications using voice and text. With its deep learning functionalities and natural language understanding, it helps provide a more engaging user experience through lifelike conversations. Lex uses the same learning technology as Amazon Alexa, and can be integrated with a wide range of applications, now including PureCloud.

With the integration’s completion, PureCloud customers will be able to use Amazon Lex’s language capabilities to help IVR flows not only recognize what customers are saying, but the intent behind their words. With this capability, companies will be able to better direct customers to the resources they’re looking for, and improve first-call resolution by contact center agents.

Additionally, the integrated solution will help PureCloud customers consolidate multiple interactions into a single flow. By applying this consolidation over different self-service channels, they can reduce the number of call flows businesses need to maintain, thus making contact center administration and support a simpler task.

According to Blair Pleasant, President & Principal Analyst of COMMfusion, “Consumers are becoming more and more comfortable using products like Amazon Echo and Dot based on Amazon Alexa, and appreciate the way natural language processing and AI can help them in their daily lives. By integrating Amazon Lex into the Genesys contact center, Genesys will enable consumers to get the information they need while speaking in a natural manner, thus improving the customer experience.” She added, “Genesys has been in the forefront of adding AI capabilities to its platform, first with its assistant ‘Kate,’ and now with the integration of Lex. As AI, NLP, and bots play an increasingly important role in the contact center, it’s good to see companies like Genesys quickly moving forward.”

The new integration will be available to customers in 2018. For more information, visit www.genesys.com.


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