New Marketplace for Customer Experience Solutions

Genesys has introduced AppFoundry as a marketplace for customer apps.

With more than 500 partners and systems integrators, Genesys is making it easier for customers to find answers to their business needs and for partners to market their solutions.

The AppFoundry emphasises third-party customer experience applications, which provide communication integrations through voice, chat, email, video, social media and mobile.

For example, Pointel makes Genesys a better fit for health-care organisations with its records and claims management adapters. Another partner, Aria Solutions, offers an adapter for Marketo, which alerts agents about customer intent when responding to campaigns. It allows interactions to be routed according to marketing profile data, and pushes data back into Marketo for the attribution and retargeting of campaigns.

Customers searching for online ad targeting solutions can also turn to MightyHive. They offer a consumer targeting and ad platform based on the reason consumers initially reach out to customer support.

For financial services and retail customers, Pindrop Security and iProov offer fraud detection and facial recognition solutions. This can improve customer experience during password reset and authentication scenarios.

The AppFoundry also hosts a variety of more traditional integrations and applications, including:

• Self-service and natural language
• CRM integration
• Monitoring and reporting
• Configuration and management

Genesys AppFoundry is accompanied by a new Developer Programme and portal, providing documentation, video tutorials, sample code and a developer forum to guide customers through purchasing and integrating applications.

“Our customers can now fast track the delivery of customer experience innovation through a single online marketplace,” said Paul Segre, President and CEO of Genesys.

For more information about Genesys, visit their website.