Genesys Stock

Genesys and Lighthouse Works have collaborated to create software that makes call centres more accessible for the blind and visually impaired. The partnership uses Genesys‚ Cloud CX platform and a custom API to provide real-time audio cues to agents, helping them navigate customer service calls. The collaboration reportedly increased job opportunities for blind Americans by 25% in the past year. Genesys and Lighthouse Works believe that with the right support, blind and visually impaired individuals can excel and provide superior customer experiences.

Genesys and Salesforce have announced a partnership aimed at driving more value from data and AI through Genesys Cloud CX and Salesforce Service Cloud. The move will enable businesses to leverage the best data management and AI offerings from both companies while reducing operational costs. The joint solution, named CX Cloud, is set to be generally available in October from the Genesys AppFoundry and Salesforce AppExchange.

Contact center workforce management vendor Genesys is offering an alternative to the Net Promoter Score (NPS), a widely-used customer loyalty measurement tool. Genesys' tool, called the Experience Index, measures employee experiences to identify organizational weaknesses and potential improvements. InflowCX, a contact center management company, has implemented the Experience Index, finding it valuable for understanding employee attitudes about various aspects of their work.