How the megatrends of 2018 Cloud, Blended AI and Digital transformation are set to revolutionise customer experiences

Dubai, United Arab Emirates, 24 May 2018:  Genesys, the market leader in omnichannel customer experience and contact centre solutions, recently showcased cutting-edge artificial intelligence-powered customer experience innovations at CX-18 in Nashville, USA and the G-Summit in Dubai, UAE.

The customer engagement solutions combine the power of human touch with artificial intelligence (AI) to enable the most predictive customer engagement yet to drive tangible business outcomes, including increased revenue, improved customer satisfaction and greater lead conversion.

Since the start of 2017, nearly 700 companies replaced outdated contact centre systems with the Genesys Customer Experience platform.

Almost ten percent were from the Middle East and Africa region.

“The contact centre industry has evolved over the past few years, particularly in the Middle East, where we have seen significant digital transformation and greater willingness to adopt of modern technologies such as cloud and artificial intelligence,” said Mohamed Afifi, managing director of Genesys in the Middle East.

“Engaging with customers and understanding their preferences is crucial for businesses to differentiate today.

To stay ahead, companies are shifting away from a laggard approach to solutions that utilize AI to enable predictive, contextual and efficient customer experiences.”

AI is unmatched in its ability to handle simple requests and automate conversations.

However, traditional AI solutions lack the human touch.

The Genesys approach to AI is driven by the company’s Blended AI strategy, which combines bots and humans to solve customer problems faster.

This is extended by Kate™, the personification of Genesys AI, machine learning and real-time analytics, so organizations can deliver personalized, proactive and predictive experiences.

Further, new AI-based innovations from Genesys, such as Predictive Routing, uses historical performance data and matches customer and employee attributes to predict which contact center resource is the most likely to achieve targeted business goals.

In addition to AI, the cloud has also gained significant traction in the region.

Cloud solutions are preferred because of scalability, agility and fast time-to-value.

Choosing a cloud-based call centre architecture that stands up to change and evolves with customer expectations has enabled more than 40 companies, such as Careem, Emirates Airlines, RAK BANK, Dubai Islamic Bank and Emirates Post, in the Middle East to connect with customers and manage diverse tasks in one easy platform. 

The adoption of these technologies has significantly bolstered digital transformation in the region, particularly in countries such as the UAE and Saudi Arabia, and this uptake has been driven by government initiatives such as Vision 2030 in Saudi Arabia and Vision 2021 in the UAE. 

“The focus is not just on digital transformation, but on the overall well-being of the people.

The UAE, for instance, is committed to ensuring that the residents of the Emirates are happy, and this means that business and government entities must continuously engage with citizens through multiple channels.

A big topic of discussion in the country is how to improve business performance in alignment with the UAE’s vision for happiness through personalised customer relationships and journeys.

Several Genesys customers including Emirates, Aramex, Careem, Dubai Islamic Bank and government entities in the UAE are working with us to enhance customer experiences to this effect,” said Afifi. 

Today, the potential number of touch points between customers and brands is greater than ever before, so contact centres must align to such trends to be able to meet the expectations of the people who are so crucial to their success.