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Genesys Starts The Long Journey To Target More Of The Customer Lifecycle With Two Acquisitions

Blog: Forrester BPM Center of Excellence

Genesys is the latest vendor to branch out beyond the traditional contact center and customer service space moving to add value across much more of the customer journey (like marketing and sales), and in many ways pushing into territory more traditionally owned by the CRM players.  Last week Genesys announced its acquisitions of Pointillist and and by doing so inherited tools for customer journey and data unification and analytics, and conversational AI chops in sales and marketing. Genesys is […]

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