Coveo Announces New Partnership with Genesys to Empower Contact Center Agents with AI Search, Recommendations, and Generative Answering

Coveo for Genesys Cloud is Now Available on Genesys AppFoundry

MONTREAL and LONDON and SAN FRANCISCO, May 14, 2024 (GLOBE NEWSWIRE) -- Coveo (TSX:CVO), the leading enterprise AI platform that brings AI search and GenAI to every point-of-experience, enabling remarkable personalized digital experiences that drive business outcomes, today announced Coveo for Genesys Cloud is now available on the Genesys AppFoundry , a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.

Together, Coveo and Genesys , a global cloud leader in AI-powered experience orchestration, will deliver superior customer and employee experiences through a native integration that empowers contact center agents with relevant insights and generative answers using Coveo for Genesys Cloud. Coveo for Genesys Cloud leverages AI search, AI recommendations, and generative answering technologies – running across multiple sources of complex issue-resolving content to help agents onboard and upskill quicker, reduce search-to-click time, increase first call resolution, and lower average handling time.

Enterprises with siloed content repositories risk overwhelming agents, as they must search multiple systems looking for answers. By combining the power of Coveo and Genesys , enterprises can solve customer problems efficiently and effectively, with fast, easy and secure access to relevant knowledge embedded in the Genesys Cloud desktop. Using Coveo’s best-in-class AI platform, agents start with recommended content personalized for the customer’s situation and leverage AI search and generative answering as the conversation progresses without needing to switch screens. This partnership will help service leaders meet critical priorities for efficiency while creating remarkable customer experiences.

“Customer service agents are the heart of any enterprise and it’s imperative to provide them with the tools to mitigate escalations and tackle new challenges that might come their way,” said Patrick Martin, EVP of Customer Experience at Coveo. “We're excited to combine forces with the leading CCaaS (Contact Center-as-a-Service) platform and their strong track record of simplifying the agent experience. Together, we will improve the customer and agent experience by giving agents the personalized and relevant knowledge, now with generative answers, at the right time to improve both their workflow and deliver business results.”