The Qualtrics CustomerXM for Customer Care and Genesys PureCloud integration enables contact centers to seamlessly deploy post-interaction feedback requests via email, SMS and chat, and automate the closed-loop process through Qualtrics based on customer feedback.
Qualtrics sealed a new partnership with a global leader in cloud customer experience and contact center solutions Genesys to revolutionise the customer journey by integrating engagement data with experience data. The alliance aims to deliver world-class customer service experiences at scale by connecting Qualtrics CustomerXM for Customer Care with Genesys PureCloud, a unified, all-in-one customer engagement, and employee-management software solution.
Sharing about the relevance of the solution in today’s changing customer behaviors, Tony Bates, CEO of Genesys, said:
“Digital transformation has changed the way consumers expect to engage businesses and they’re using the channels that offer the fastest path to what they want or need, and they expect total service. Successful companies are delivering personalized experiences with empathy at their core. With Qualtrics and Genesys, businesses can now orchestrate an empathetic customer service experience starting in marketing and spanning to sales and service interactions.”
The pandemic has changed the consumer landscape dramatically, forcing organisations to accelerate digital transformation efforts. In a recent study by Qualtrics XM Institute, over 75{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of nearly 18,000 global consumers started new digital activities over the past year, which includes buying groceries, taking online courses, and availing of virtual medical consultations.
In addressing the challenges related to limited face-to-face customer interaction, enterprises rely on intelligent technologies such as AI-powered chatbots and self-service resources to ensure they continue to deliver seamless customer service. Having visibility on customer’s experience data and acting on it enables enterprises to increase customer loyalty, decrease churn, and deliver truly personalised experiences at scale.
Zig Serafin, CEO of Qualtrics, said:
“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. The combination of real-time customer sentiment from Qualtrics with individual service history from Genesys helps companies take action to deliver incredible customer experiences at scale.”
Qualtrics and Genesys PureCloud Integration
The strategic partnership between Qualtrics and Genesys merges the two companies’ expertise in experience management and worldwide customer reach. Qualtrics, the world’s leading Experience Management (XM) provider and creator of the XM category, has tapped over 13,500 organisations around the world leveraging the Qualtrics XM Platform.
Genesys pioneered Experience as a Service™, harnessing the power of the cloud and AI, to help organisations of any size provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. Headquartered in California, the company’s global footprint spans North America, Latin America, EMEA, the UK, and the Asia Pacific.
Together, Qualtrics and Genesys’ integrated solution offers organisations the competitive edge to predict, understand, and act on customer issues to improve the support experience and keep consumers engaged in this always-on digital economy. With customised, role-based dashboards and automated action workflows, users can share insights effortlessly across the organisation.
Here are the capabilities of the solution:
- Deploy dynamic surveys based on 20+ attributes such as contact frequency, geolocation, and customer segments
- Automate alerts and actions based on defined thresholds for metrics such as CSAT, Customer Effort Score, or NPS
- Create new tickets based on actions triggered from customer feedback and assign owners
- Improve response rates by automatically surfacing survey problems like broken question logic, mobile compatibility, legal compliance issues, and even potential bias in survey question wording
- Connect systems with no coding required. This out-of-the-box solution only requires configuration and authentication
The Qualtrics and Genesys solution is available to customers on both the Qualtrics Marketplace and Genesys AppFoundry.
