Enabling Deloitte Digital and Genesys to create a holistic, customer-centric approach that combines technology, data and human understanding
Deloitte Digital and Genesys® created the alliance to enhance clients’ ability to scale loyalty-building customer experiences (CX) and accelerate value from the technology investments. Through this collaboration, Deloitte Digital and Genesys are working together to help organizations turn customer experience into a business differentiator through connected, personalized interactions across the enterprise and multiple engagement channels, including voice, email, chat, social media and more.
Through the scalability, flexibility and extensibility of the Genesys Cloud® platform offering integrations with various enterprise systems, Genesys empowers organizations to scale end-to-end personalized customer experiences by coordinating technology, interactions and touchpoints. By combining Deloitte’s experience in helping clients apply innovative solutions, advanced technology and deep data insights to elevate experiences with the AI-powered orchestration capabilities of Genesys, the collaboration aims to help organizations propel their digital transformation and drive ROI faster.
Service Excellence
Service Excellence
Deloitte Digital and Genesys collaborate to transform service strategies by centralizing interactions across channels like calls, emails, and social media. With Genesys’ advanced capabilities – such as real-time data integration and centralized routing – organizations can break down communication silos, gain deeper insights into customer preferences, and enable more targeted interactions. Deloitte Digital ensures these comprehensive solutions are seamlessly aligned with existing business strategies and processes to drive sustainable success. This approach allows organizations to effectively engage customers at every stage of their journey and build lasting relationships.
Omnichannel Optimization
Omnichannel Optimization
The collaboration between Deloitte Digital and Genesys redefines omnichannel processes. The Genesys platform enables companies to seamlessly orchestrate all customer interactions in one centralized solution. This not only creates a consistent customer experience, but also a unified view of the entire customer lifecycle.
With Genesys' technological flexibility, companies can break down communication silos and harmonize cross-channel processes. Combined with Deloitte's hands-on expertise in complex transformation projects, companies gain the ability to tailor every interaction with precision - with a message that arrives at the right time via the customer's preferred channel.
Customer & Employee Experience
Customer & Employee Experience
The collaboration between Deloitte Digital and Genesys not only puts the customer at the center, but also the employees. Genesys provides organizations with powerful capabilities that help create a positive work environment and improve the employee experience in the workplace. Intelligent automation, intuitive user interfaces and real-time information relieve employees of repetitive or time-consuming tasks so they can focus on value-adding activities.
AI-Powered Innovation & Scalability
AI-Powered Innovation & Scalability
By working with Genesys, companies are empowered to drive innovation through artificial intelligence (AI) while creating scalable solutions for the growth of the future. Genesys' AI capabilities make it possible to analyze complex data in real time to gain predictive insights, design personalized customer experiences and automate processes. Deloitte also brings strategic expertise to customize and scale Genesys AI technologies to meet business objectives.
From isolated communication solutions to an AI-supported omnichannel platform
We specialize in the use of AI-supported technologies to break down communication silos and effectively address individual customer needs with the help of a holistic omnichannel solution. Our customized approaches and tools enable companies to transform customer interactions and achieve operational excellence.
Omnichannel Orchestration
Omnichannel Orchestration
By linking all channels on a central platform, we create a basis for consistent and effective customer interactions. Together with our customers, we develop strategies and solutions to make cross-channel processes smarter and more efficient.
Voice Assistants
Voice Assistants
We help clients implement powerful voice assistants that use AI to enable natural conversations and improve the customer experience. By integrating with existing systems, we create fluid, automated processes that both increase efficiency and personalize interactions.
Workforce Engagement Management
Workforce Engagement Management
We create the foundation for modern employee management by combining data-driven approaches with intuitive Genesys tools. Our solutions improve planning and collaboration, making teams more productive and creating a happier work environment.
Work Automation
Work Automation
We develop and implement automation solutions that efficiently take over repetitive tasks and relieve employees. With intelligent workflows and AI-supported process optimization, we help our customers to increase their productivity and focus resources on strategic core areas.
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Get in touch
Hans Agnischock
Hans Agnischock has been leading the Service Excellence department within Deloitte since 2023. His heart beats for customer management consulting. His passion drives him to optimize the relationship between our clients and their customers, particularly in the field of customer service. He embodies a cross-industry approach while also bringing extensive expertise in specific sectors such as insurance, energy & utilities, and manufacturing. Achieving best-in-class customer experience requires the seamless integration of strategy, processes, organization, technology, and people. Let’s work together to make customer excellence tangible at every moment of truth.
Rogier Bosch
Rogier Bosch is an experienced customer experience consultant and certified auditor with over 25 years of expertise in the contact center industry. His career spans 15 years in Operational Management and 10 years as a Technology Specialist, demonstrating a strong combination of leadership and technical expertise. He has a proven track record of successfully leading and delivering complex contact center projects, including implementation, optimization, and transformation. His areas of expertise include contact center technologies, AI, omnichannel strategies, quality management, and process automation, making him a trusted advisor in driving customer experience excellence. Rogier Bosch has been leading the Genesys Alliance within Deloitte since 2024.