Google Cloud, Genesys Amp Up Joint Cloud Contact Center Capabilities

Find out what one MSP thinks is significant about the announcement — and what isn’t.

Kelly Teal, Contributing Editor

November 16, 2021

3 Min Read

Google Cloud and cloud contact center provider Genesys are beefing up their work together, and partners should benefit.

On Monday, the companies said they’re collaborating on new ways to apply artificial intelligence, machine learning and data analytics. They have several goals in mind. Those include automating customer care, enabling predictive customer satisfaction and AI-driven multifactor authentication. Another is creating new conversational channels that use Google Search, Maps and more.

Furthermore, Genesys plans additional cloud contact center integrations across a number of Google Cloud services and technologies. These will give organizations the ability to use real-time streaming events and historical data for governance, controls and customization across multiple private and public cloud environments, Google Cloud said.

Serving the Customer

In other words, end users can, on the spot, shift how they are serving a customer if things aren’t going well, or if they’re going really well. To be clear, there are already other platforms that deliver such capabilities. These functions are not unique, it’s just that the Google Cloud-Genesys announcement pertains directly to the two companies and their products.

Channel Futures was still waiting for input from Google Cloud to learn more about channel involvement in the effort. Given what we know about Google Cloud – it’s highly partner-centric – it’s safe to assume managed service providers and other channel experts will play a key role in the actual deployments, as well as in offering ongoing managed and professional services.

One MSP, though, speaking on background, said this Google Cloud-Genesys news may appear more significant than it really is.

“Most cloud contact center platforms run on public cloud container infrastructure,” the MSP said. “Many already run on GCP or multicloud. I suspect they are just getting around to doing the same.”

However, the MSP added, the deeper integration with the AI-driven platform “could be interesting, but I haven’t heard anything about what that entails. I use CCAI a lot and it is frustrating when vendors don’t support the full stack (DialogFlow CX, Agent Assist, etc). Anything new would be welcomed.”

Delivering ‘Personalized Experiences’

Google Cloud and Genesys have teamed up for several years on cloud contact center efforts. This new iteration of their partnership will give organizations more tools for customer experience and support. To that end, Genesys is bringing its Multicloud Customer Experience platform to Google Cloud. End users will have the ability to run a private edition of the Genesys software on Google Cloud infrastructure.


Google Cloud’s Thomas Kurian

“Today’s consumers expect instant and exceptional service experiences at the click of a mouse or tap of a smartphone,” Thomas Kurian, CEO of Google Cloud, said. “Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning, and data analytics to deliver the best possible outcomes for consumers.”

Tony Bates, CEO and chairman of Genesys, agreed.


Genesys’ Tony Bates

“Consumers have the authority to instantly change the trajectory of an organization’s future and an industry’s relevancy,” Bates said. “To thrive in this new customer-led landscape, companies must deliver the personalized experiences people want.”

Along with that, Genesys will integrate more with Google Cloud Contact Center AI, BigQuery  and Kubernetes Engine.

Google Cloud CCAI is available as a native integration for Genesys Multicloud CX and through AppFoundry for Genesys Cloud CX. Genesys Multicloud CX private edition should be available worldwide for Google Kubernetes Engine within the next 90 days.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Kelly Teal or connect with her on LinkedIn.


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About the Author(s)

Kelly Teal

Contributing Editor, Channel Futures

Kelly Teal has more than 20 years’ experience as a journalist, editor and analyst, with longtime expertise in the indirect channel. She worked on the Channel Partners magazine staff for 11 years. Kelly now is principal of Kreativ Energy LLC.

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