At GITEX Global 2023, Genesys is planning to help organisations discover “A bold new way for personalised Customer Experience”. At the event, the company will showcase their latest experience orchestration innovations, all of which are designed to help businesses deliver personalised, end-to-end customer and employee experiences at scale.
Genesys will introduce products such as Genesys AI, which enables the customer and employee experiences in real-time, thereby boosting loyalty, streamlining contact centre operations and driving business outcomes.
“We will highlight the role of artificial intelligence (AI) in creating the ultimate customer experience by leveraging the combined power of generative, predictive and conversational capabilities and how Genesys enables businesses in the Middle East and beyond to tailor experiences around their customers, industry and businesses,” said Amr AlMasri – Regional Director, Genesys, Middle East.
Genesys as cloud enabler in AI-powered experience orchestration at GITEX
This year, Genesys is participating at GITEX 2023 as a cloud enabler in AI-powered experience orchestration. The focus will be on showing businesses in the Middle East how they can build customer loyalty and empower employees through Experience Orchestration. “We’ll demonstrate our commitment to the Middle East region through new investments and share new updates on Customer Journey Analytics and their impact on business continuity, new exciting product launches at GITEX 2023 including the role of ‘Genesys AI” in helping businesses achieving the ultimate customer experience,” said AlMasri.
“AI Everything” is the overarching theme of GITEX 2023. This AI-driven environment allows us to address problems that were previously unable to be addressed, making AI an irrefutable force in moulding our modern world.
Artificial intelligence has altered how companies communicate with their customers, making it simpler to deliver personalised experiences and create enduring connections. AlMasri says that 48% of firms believe that undertaking digital transformation or utilising AI and cloud capabilities is crucial for meeting customer demands and enhancing experiences. Additionally, Middle Eastern governments and businesses are catching up to the global trend towards advanced technology and artificial intelligence in the wake of the fourth industrial revolution.
“When we talk about AI, an important challenge is that AI technologies are often trained on unvetted, untrustworthy data, and should therefore be trained with curated and trusted data across multiple industries, languages, use cases, dimensions, etc. In addition to that, many organisations are challenged to find strategies for dealing with both rising customer volume and changes in expectations, while facing an uncertain business market,” said AlMasri.
AlMasri further elaborated that, on the other hand, using AI creates opportunities because it automates entire processes. Because of this, AI has the potential to have a significant economic impact on the MENA region’s economic growth given its vast capabilities to support delivering the best customer experience and assisting organisations in gaining deeper operational and customer insights.
