Genesys released an update to its Customer Experience Platform that it boasts will help you engage and guide your customers.
Reed Henry, chief marketing officer for Genesys, said the platform integrates and augments customer relationship management(CRM). It adds native technology "to directly engage and guide customers across all interaction channels, including voice and touchpoints."
Genesys is a Daly City, Calif.-based contact center software provider. It has 3,000-employees.
"We call this orchestrating the customer journey," Henry added. Other CRM platforms react to customer behavior. But they don’t shape it or attempt to orchestrate the step-by-step sequencing of customer interactions, he added.