Article En-Contact: "They're not afraid of Genesys".

With the arrival of GenZ on the market and the advent of generative AI, the customer relations industry is entering a new era that is forcing companies to rethink the customer in all its complexity, emotions and sometimes even... contradictions.

These changes are having a major impact on the organization of contact centers, where the orchestration of customer journeys, omnichannel communications, 360° customer knowledge, the reduction of technical debt and changes in regulations are driving the redesign of infrastructures, solutions and business processes. And this trend is set to intensify. The hybridization of emotional and artificial intelligence will increase the number of advisors, make managers more versatile and save customers' time. Ultimately, the companies that combine the potential of these technologies with the even greater potential of their employees' human qualities will come out on top in these digital and societal transformations!

ViaDialog has been observing these challenges and changes since 2017...

Discover the views of Jean-David BENICHOU, CEO @ViaDialog, Ariane Nabeth Halber, Director of the AI Cluster and Gil Monin, Business Director .

Reprint from En-Contact magazine #128