CXM Editorial TeamCXM Editorial TeamJune 11, 2019


Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains.

Now, its customers smoothly transition between automated systems and employees for truly effortless journeys.

Entel has worked with Genesys, the global leader in omnichannel customer experience and contact centre solutions, for several years to help meet their goal to deliver the best experiences to customers as well as optimise the company’s processes.

“Our customers have changed the way they interact with us. They are much more focused on digital and want anytime, anywhere service on the channel of their choice,” explained Pablo Oyarzun, Customer Experience divisional manager of Entel.

“Without our AI, bots and automation tied together using Genesys AI, we couldn’t deliver this kind of service.”

Entel leverages the Genesys Customer Experience Platform at their contact centres in Chile and Peru to support all of their agents and telemarketers. In addition, Genesys provides the common data framework for Entel’s many AI integrations with other vendors.

For example, the company uses the Genesys integration with Google Cloud for its text-to-speech capability to transcribe automated conversations. Genesys AI then sends that data to IBM Watson to determine the customer’s intent and identifies the next best action.

Oyarzun continued: “The new orchestration capabilities powered by Genesys AI provide us with more knowledge about customers, enabling us to take new approaches to address their evolving expectations. With the help of Genesys, we can improve our customers’ satisfaction.”

Entel is sharing its success using Genesys AI at Xperience19, its signature annual customer-focused event. Hosted by UK Customer Experience Awards sponsor Genesys, Xperience19 unites more than 2,000 industry experts in Denver from June 10 to 13.

CXM Editorial TeamCXM Editorial TeamJune 11, 2019


Genesys has introduced new orchestration capabilities powered by AI that connect native and third-party technologies to enable the most comprehensive customer journey management available today.

Currently, businesses are adopting an increasing number of artificial intelligence (AI) point solutions to solve specific challenges. However, businesses are failing to realise AI’s full potential to improve customer and employee journeys because data remains fragmented across the end-to-end experience. As a result, AI’s ability to impact business outcomes remains limited.

New orchestration capabilities from UK Customer Experience Awards sponsor Genesys make it possible for multiple AI applications to work together harmoniously in real-time from marketing to sales to service. By leveraging all relevant data throughout the customer’s entire journey, Genesys AI can orchestrate, measure and optimise processes at every touchpoint. This enables businesses to tailor automation, communication channels and marketing and sales offers for individual customers, introducing new levels of personalisation.

AI innovation at your fingertips

Genesys makes it easier for businesses to flawlessly connect and manage native and third-party AI across voice and digital channels. With its simple centralised orchestration, Genesys AI enables customers to map complex business logic, perform various back-end system integrations and swap AI providers. Businesses can move their AI technologies into production quicker by building once and deploying across all channels, leveraging microapps to reduce development time by 90 percent and improving analytics, resulting in 40-60 percent faster time to value. This enables businesses to leverage existing AI investments and buy a future-proof solution.

Both on-premises and cloud customers around the world are realising additional advantages. An example is Entel, one of the largest telecommunications companies in Chile. In just six months, Entel has increased revenue by five percent, decreased costs and improved customer satisfaction by using Genesys AI to orchestrate all customer interactions with technology from Google Cloud and IBM Watson.

Other Genesys customers, such as DNB, are achieving additional benefits including improved accuracy leading to better predictions and faster responses to customer inquiries. In speaking about the benefits of this advanced orchestration capability, DNB Head of Technical Operations and Customer Solutions, Anders Braten said: “Genesys sews everything together to make the perfect customer journey.”

Breaking down AI silos to realise value

“In customer service alone, on average, nine out of 10 enterprises deploy AI for six distinct uses, such as automated self-service, chatbots in instant messaging and IVR support,” said Peter Graf, Genesys Chief Product Officer.

“Genesys AI is an elegant solution that masterfully links underlying technologies and synchronizes data and event streams as needed. These AI capabilities are delivered by Genesys Cloud, the company’s high-velocity innovation platform that provides new ways to optimise customer and employee journeys.”

With hundreds of technology applications integrated with its Customer Experience platform today, Genesys is the only company in the industry able to orchestrate any AI for self and assisted service. This includes Kate, the customer and employee virtual assistant powered by Genesys AI, as well as third-party AI solutions such as Amazon Lex, Google Cloud Contact Center AI, Nuance and IBM Watson.

Dan Miller, lead analyst at Opus Research, said: “Genesys has stepped up to provide a framework for enterprises to support conversational engagements that helps businesses leverage existing investments in AI resources more fully. Genesys AI enables them to integrate natively developed elements of AI along with offerings from recognized, leading third parties.”

How Genesys AI orchestrates the cest Customer and Employee Experience

Genesys AI provides the common data framework for all AI integrations so systems are not working in silos. It captures, processes and analyzes third-party data in the same way as its own AI applications, such as Genesys Predictive Routing, Altocloud Predictive Engagement, and Automated Forecasting and Scheduling. In addition to delivering advanced orchestration, Genesys AI enables real-time predictions, speech and text analytics, self-service automation and more.

An example is the coordination between Genesys AI and chat and voice bots. When a customer begins an engagement with a bot, Genesys AI can detect if escalation is needed. It can then use Predictive Routing to identify the employee deemed the best match and pass the inquiry to that individual with full context for resolution.

Advanced AI orchestration kicks off summer innovations

The company announced its new orchestration capabilities at Xperience19, its signature event taking place this week in Denver. Genesys is also introducing a new analytics dashboard, enabling businesses to better understand customer intent, visualize containment rates and optimize bot usage in a single view.

The new dashboard and Genesys AI’s advanced orchestration capabilities are available now among a broader collection of the company’s Summer Innovations.  The Innovations are comprised of multiple feature enhancements across the Genesys PureCloud®, PureConnect™ and PureEngage™ solutions and delivered via Genesys Cloud.

Register for the Genesys Summer Innovations webinar on June 26 and 27 for a closer look at what’s new and coming next from the leader in Customer Experience.

Paul AinsworthPaul AinsworthJune 11, 2019


Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event.

The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort & Convention Centre, and is one of the planet’s biggest gatherings for presentations, workshops, and talks on the cutting edge developments that are changing the customer/brand relationship forever, for the benefits of both.

Kicking off on June 10, the opening day of Xperience19 also saw the global leader in omnichannel customer experience and contact center solutions, recognising leading brands including Microsoft, Swisscom, Coca-Cola Business Services North America, Whirlpool Corporation, and more during its 14th annual Customer Innovation Awards.

The awards celebrate nine global companies for using innovative approaches and technologies, such as the cloud and AI, to drive business performance and deliver great Customer Experience.

The finalists were evaluated by a panel of judges, comprised of respected industry analysts from IDC, McGee-Smith Analytics and Ovum, as well as past Customer Innovation Award winners, including Bradesco, Harambee and QuinStreet.

The 2019 honourees are:

Homecare Medical: The CX Game Changer (Making a difference with CX technology)

Homecare Medical achieved greater scalability by adding digital telehealth support channels, resulting in a 92 percent increase in annual interactions across voice, web chat, email, SMS, and social media.

Microsoft: The CX Globetrotter (Best global roll out)

Microsoft moved a complex legacy on-premises system to the cloud to provide a streamlined Customer Experience in 37 languages across 60 regions.

Swisscom: The CX Innovator (Best omnichannel implementation)

As one of the first Genesys customers to deploy its integration with Apple Business Chat, Swisscom unlocked messaging for consumers, shifting contacts from the company’s IVR and website. It tripled volumes within six months and thereby achieved efficiency gains by more than 10 percent.

Lowell Norway: The CX Mover (small, less than 100 agents – Best implementation: time to achieve value)

Lowell Norway streamlined its operations and processes by replacing unconnected, disparate systems with a Genesys solution, resulting in a 94 percent average response rate, 25 percent reduction in average call handle time, 90 percent first call resolution rate, along with 14 second drop in wait times.

Denmark: The CX Mover (mid-sized 101-500 agents – Best implementation: time to achieve value)

3, one of the largest mobile operators in Denmarkmoved to a cloud-based contact center, resulting in a 23 second decrease in queue time and a 10 percent increase in agent efficiency.

Coca-Cola Business Services, North America: The CX Mover (large – more than 500 agents – Best implementation: time to achieve value)

Coca Cola Business Services, North America has achieved a 50 percent reduction in TCO and 99.9 percent Day 1 system availability, with 75 percent of calls being routed to the right team the first time.

Affin Bank Berhad: The CX Sales and Marketing Performer (Best sales and marketing deployment)

Affin Bank Berhad moved from multiple systems to a single streamlined omnichannel Customer Experience solution from Genesys, enabling a 60 percent improvement in telesales performance, 84 percent reduction in call abandonment rates, 50 percent in agent productivity and $1 million in sales within five months of implementation.

Tokio Marine Management Australasia: The CX Team Player (Team productivity)

The multinational insurer has improved agent schedule adherence by 30 percent by deploying workforce management since moving its contact center to the cloud.

Whirlpool Corporation: The CX Visionary (Moving to Genesys from another platform)

Whirlpool, the global leader in appliance manufacturing, successfully migrated several disparate on-premises contact center software solutions to a single cloud-based omnichannel Genesys platform. Since deployment they have realized key operational metrics including a 50 percent reduction in call transfers due to smarter routing, improved average speed to answer by 90 percent, as well as, increased contact centre efficiencies overall.

Speaking of this year’s winning line-up, Merijn te Booij, Chief Marketing Officer at Genesys, said: “A highlight of each year is recognising our brilliant customers for their innovation and relentless focus on delivering the world’s best experiences.

“It never ceases to amaze me how businesses are creatively applying Genesys solutions to engage more seamlessly with customers, empower employees and reach targeted business objectives for revenue, sales, satisfaction and more. On behalf of everyone at Genesys, congratulations to all of the finalists and winners – and keep making every moment count.”

Follow the action at Xperience19 on social media using the hashtag #Xpr19.

Genesys is sponsoring the 2019 UK Customer Experience Awards, which are taking place in London on October 10. Click here for more information on how to enter.

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