Genesys, NICE Continue AI Push for Improved CX

The AI revolution in the contact center has been well underway for some time, and as apparent by a pair of announcements this week from Genesys and separately NICE, it's not slowing down any time soon. And for contact centers, AI is no longer a nice-to-have -- but a must -- in improving the customer experience (CX), as Robin Gareiss, CEO & principal analyst with Metrigy, told No Jitter. "AI is quickly becoming an integral part of any successful contact center, with 42.3% of companies using at least one AI-enabled application now, and another 21.9% planning to add on by the end of the year," said Gareiss. First, CCaaS provider Genesys this week announced a slew of capabilities for its Genesys Cloud CX platform, designed to enable AI and automation integrations across digital and voice channels. Genesys Predictive Routing -- This AI-based call routing feature analyzes different data points to match customers with agents who can best address their specific requests.