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Genesys Cloud with Adobe Experience Platform
Genesys Predictive Engagement

Genesys Cloud pulls in select customer profile information from Adobe Experience Platform (AEP) to personalize engagements in real time.

Genesys Cloud pulls in select customer profile information from Adobe Experience Platform (AEP) to personalize engagements in real time.

Customers engage with organizations across many different functions, yet their data often doesn't move with them throughout their journey. This results in disconnected experiences with minimal personalization. Even when the data is shared across systems, it typically is not leveraged in real-time engagements.

The new integration enriches customer profiles by combining each individual's attributes across their journey, making the insights available to agents from a single desktop. Linking customer's real-time intent with their digital history enables organizations to provide highly individualized experiences, more pertinent marketing campaigns and successful sales engagements. Organizations will benefit from increased loyalty and retention, improved sales conversions and faster return on investment.

Release Notes:

The Adobe data actions integration runs as a PureCloud service. The integration enables administrators to create custom actions to act on data in Adobe applications like Adobe Experience Platform: About the Adobe data actions integration.

Adobe Experience Platform integration for profile lookup lets administrators build an integration to Adobe Experience Platform that automatically retrieves customer data in Adobe and presents it to agents as they engage with customers.

Installation instructions:



Other information:
Log in to My Support: www.genesys.com/customer-care to open and manage your support cases.

Request My Support access
To request a login account, please visit My Support, select ”Get Started” and follow the prompts.

How to use My Support
For an overview of My Support including how to open and manage cases, please reference the My Support Info Guide Genesys Cloud on the Genesys Cloud Customer Care page.

Having issues?
If you are having trouble with your My Support credentials and are unable to login, first try the Forgot Your Password option to verify that your credentials are correct.

If you still have issues, then send an email to customercare@genesys.com with the following information:

Full name
Your work mail address used for My Support
Company/partner name
Phone number
Description of the issue cannot login, bad link, etc.

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