Genesys Launches New Service to Simplify Rapid CX Innovation for SMBs

ENTERPRISE CONNECT — Genesys has introduced a new way for small-to-midsize businesses (SMBs) to quickly explore and buy a full-featured CCaaS solution. GCXNow allows organizations to build the foundation they need on Genesys Cloud CX to create a personalized, “empathetic” and end-to-end customer experiences, the company said. This means across phone, email, chat, text and social channels.

The company made the announcement in conjunction with Enterprise Connect in Orlando, Florida.

Genesys offers the solution as a free, automated self-service trial that is activated in minutes. Organizations can use GCXNow to explore the Genesys Cloud CXTM platform and scale users and capabilities on demand.

GCXNow for Genesys Cloud CX delivers preconfigured workflows for interactive voice response, email, messaging and bots. This allows SMBs to more easily adopt and drive value from the latest in digital and artificial intelligence innovation.

Genesys’ Olivier Jouve

Olivier Jouve is chief product officer at Genesys.

“Today, small-to-midsize companies increasingly want a more agile experience for exploring technology that simultaneously matches their nimble and innovative nature,” Jouve said. “GCXNow helps us fulfill our objective to make it easier for any organization to innovate using advanced experience orchestration capabilities. By delivering an automated and curated self-service experience for Genesys Cloud CX, organizations can get up and running faster with a full-featured solution, helping them drive immediate value for their customers, employees and business.”

With GCXNow, Genesys Cloud CX delivers several benefits to customers. These include a “frictionless” free trail to production, in-app purchasing and intelligent onboarding.

Customer Research

A company is only as good as its service. This is according to 86% of consumers surveyed by Genesys. Nearly one-third of consumers said they switched brands after poor service in the past year.

The company is keeping up with consumers’ expectations to provide a seamless level of support. GCXNow allows organizations of any size to leverage modern CCaaS capabilities faster and more cost-effectively, the company said. SMBs can nimbly shift with the pace of technological innovation. This allows them to rapidly expand their market reach, manage costs and provide the highest quality of customer support.

Providing better customer service and driving revenue growth and profit margins are top business priorities. This is according to 82% of respondents from midmarket organizations in research from Genesys and Savanta. In addition, nearly two-thirds (71%) of CX leaders said that implementing a customer experience platform that integrates systems is a top priority in 2023.