{"id":21325,"date":"2025-12-05T17:20:14","date_gmt":"2025-12-05T09:20:14","guid":{"rendered":"https:\/\/hualiteq.com\/?p=21325"},"modified":"2025-12-05T17:29:53","modified_gmt":"2025-12-05T09:29:53","slug":"%e8%8f%af%e5%8e%9a%e5%8f%97%e9%82%80%e5%87%ba%e5%b8%ad-genesys-xperience-2025","status":"publish","type":"post","link":"https:\/\/hualiteq.com\/en\/%e8%8f%af%e5%8e%9a%e5%8f%97%e9%82%80%e5%87%ba%e5%b8%ad-genesys-xperience-2025\/","title":{"rendered":"\u83ef\u539a\u53d7\u9080\u51fa\u5e2d Genesys Xperience 2025\uff0c\u6df1\u5165\u898b\u8b49 Agentic AI \u9a45\u52d5\u7684\u5168\u7403 CX \u9032\u5316\u95dc\u9375"},"content":{"rendered":"

\u70ba\u4e86\u638c\u63e1\u5168\u7403\u5ba2\u6236\u9ad4\u9a57\uff08CX\uff09\u7684\u6700\u65b0\u8108\u52d5\uff0c\u4e26\u5c07\u6700\u524d\u77bb\u7684\u6280\u8853\u8207\u6d1e\u5bdf\u5e36\u7d66\u83ef\u539a\u5ba2\u6236\uff0c\u83ef\u539a\u5718\u968a\u65bc\u65e5\u524d\u63a5\u53d7 Genesys \u539f\u5ee0\u6b63\u5f0f\u9080\u8acb\uff0c\u7531\u7e3d\u7d93\u7406\u6d2a\u4fca\u8f1d\u3001\u8edf\u9ad4\u8655\u8655\u9577\u6797\u6b63\u658c\u53ca\u5c08\u6848\u696d\u52d9\u5510\u7fbd\u4e00\u540c\u524d\u5f80\u6fb3\u6d32\u96ea\u68a8\uff0c\u53c3\u8207\u5e74\u5ea6\u4e9e\u592a\u5340\u6700\u91cd\u8981\u7684\u5ba2\u6236\u9ad4\u9a57\u76db\u6703\u3010Genesys Xperience 2025\u3011\u3002\u672c\u6b21\u6d3b\u52d5\u532f\u805a\u4f86\u81ea\u4e9e\u592a\u5404\u570b\u7684\u4f01\u696d\u9818\u8896\u3001\u7522\u696d\u5c08\u5bb6\u8207\u5ba2\u6236\u4ee3\u8868\uff0c\u900f\u904e 11\/19-11\/20 \u5169\u5929\u5bc6\u96c6\u7684\u4e3b\u984c\u6f14\u8b1b\u3001\u4e92\u52d5\u5de5\u4f5c\u574a\u8207\u5be6\u52d9\u5206\u4eab\uff0c\u5168\u9762\u63a2\u8a0e Agentic AI\uff08\u81ea\u4e3b\u578b AI\uff09 \u5982\u4f55\u91cd\u5851\u672a\u4f86\u7684\u5ba2\u6236\u9ad4\u9a57\uff08CX\uff09\u8207\u54e1\u5de5\u9ad4\u9a57\uff08EX\uff09\u3002<\/p>\n\n\n\n

\"\"<\/a>
\uff08\u5716\u4e00\uff1a\u83ef\u539a\u5718\u968a\u7e3d\u7d93\u7406\u6d2a\u4fca\u8f1d\u3001\u8edf\u9ad4\u8655\u8655\u9577\u6797\u6b63\u658c\u53ca\u5c08\u6848\u696d\u52d9\u5510\u7fbd\u63a5\u53d7 Genesys \u539f\u5ee0\u9080\u8acb\u524d\u5f80\u6fb3\u6d32\u96ea\u68a8\uff0c\u53c3\u8207\u5e74\u5ea6\u4e9e\u592a\u5340\u6700\u91cd\u8981\u7684\u5ba2\u6236\u9ad4\u9a57\u76db\u6703\u3010Genesys Xperience 2025\u3011\uff09<\/figcaption><\/figure>\n\n\n\n
\"\"<\/a>
\uff08\u5716\u4e8c\uff1a\u4f86\u81ea\u4e9e\u592a\u5404\u570b\u7684\u4f01\u696d\u9818\u8896\u3001\u7522\u696d\u5c08\u5bb6\u4ee5\u53ca\u5ba2\u6236\u4ee3\u8868\u9f4a\u805a\u6fb3\u6d32\u96ea\u68a8\uff0c\u5171\u540c\u53c3\u52a0\u5e74\u5ea6\u4e9e\u592a\u5340\u6700\u91cd\u8981\u7684\u5ba2\u6236\u9ad4\u9a57\u76db\u6703\u2014\u3010Genesys Xperience 2025\u3011\uff09<\/figcaption><\/figure>\n\n\n\n
<\/div>\n\n\n\n

\u5168\u7403\u898f\u6a21\u6301\u7e8c\u64f4\u5f35\uff0cAPAC \u6210\u9577\u52d5\u80fd\u5f37\u52c1<\/strong><\/h4>\n\n\n\n

\u4f5c\u70ba\u696d\u754c\u7684\u9818\u822a\u8005\uff0cGenesys \u5728\u6703\u4e2d\u5c55\u73fe\u4e86\u5176\u9a5a\u4eba\u7684\u5e02\u5834\u52d5\u80fd\u8207\u6280\u8853\u5be6\u529b\u3002\u5927\u6703\u958b\u5834\u5373\u63ed\u793a Genesys \u6700\u65b0\u7684\u5168\u7403\u6210\u7e3e\u55ae\uff0c\u7a81\u986f\u5176\u5728\u96f2\u7aef\u5ba2\u670d\u8207 AI \u61c9\u7528\u9818\u57df\u7684\u9818\u5148\u5730\u4f4d\uff1a<\/p>\n\n\n\n

2 Million Users ~15% APAC<\/strong><\/h5>\n\n\n\n

Genesys Cloud \u5e73\u53f0\u5df2\u7d2f\u7a4d\u8d85\u904e 200 \u842c\u6d3b\u8e8d\u4f7f\u7528\u8005\uff0c\u5176\u4e2d\u4e9e\u592a\u5730\u5340 \uff08APAC\uff09\u7528\u6236\u4f54\u6bd4\u7d04 15%\uff0c\u986f\u793a\u5176\u5728\u5168\u7403\u5e02\u5834\u7684\u5ee3\u6cdb\u61c9\u7528\u3002<\/p>\n\n\n\n

Growth ~ 30% YoY<\/strong><\/h5>\n\n\n\n

Genesys Cloud \u5e73\u53f0\u4f7f\u7528\u8005\u6578\u91cf\u6b63\u4ee5\u6bcf\u5e74\u8fd1 30% \u7684\u901f\u5ea6\u589e\u9577\uff0c\u9019\u53cd\u6620\u4e86\u5168\u7403\u4f01\u696d\u5c0d\u65bc\u5353\u8d8a\u96f2\u7aef CX \u89e3\u6c7a\u65b9\u6848\u7684\u8feb\u5207\u9700\u6c42\u3002<\/p>\n\n\n\n

AI Adoption ~ 65%<\/strong><\/h5>\n\n\n\n

\u672c\u6b21\u5927\u6703\u7684\u6838\u5fc3\u805a\u7126 AI \u6280\u8853\u7684\u6df1\u5ea6\u61c9\u7528\u3002\u5ba2\u6236\u4e2d\u5df2\u6709\u9ad8\u9054 65% \u6b63\u5728\u4f7f\u7528\u81f3\u5c11\u4e00\u9805 AI \u529f\u80fd\uff0c\u5f9e\u667a\u80fd\u5ba2\u670d\u3001\u8a9e\u97f3\u8fa8\u8b58\u5230\u9810\u6e2c\u5f0f\u5206\u6790\uff0cAI \u6b63\u5168\u9762\u6ef2\u900f\u5ba2\u6236\u670d\u52d9\u7684\u5404\u500b\u74b0\u7bc0\u3002<\/p>\n\n\n\n

Ecosystem > 750 Certified Professionals<\/strong><\/h5>\n\n\n\n

Genesys Cloud \u5e73\u53f0\u5f37\u5927\u7684 AI \u61c9\u7528\u8da8\u52e2\uff0c\u5efa\u7acb\u5728\u4e00\u500b\u7a69\u56fa\u7684\u751f\u614b\u7cfb\u7d71\u4e0a\u2014\u5168\u7403\u5df2\u7d2f\u7a4d\u8d85\u904e 750 \u4f4d\u901a\u904e\u8a8d\u8b49\u7684 Genesys \u5c08\u696d\u9867\u554f\u8207\u5de5\u7a0b\u5e2b\uff0c\u5171\u540c\u70ba\u5ba2\u6236\u7684\u6210\u529f\u8b77\u822a\u3002<\/p>\n\n\n\n

\u9019\u4e9b\u6578\u64da\u4e0d\u50c5\u53cd\u6620\u5e73\u53f0\u7684\u9ad8\u901f\u6210\u9577\uff0c\u66f4\u986f\u793a AI \u5df2\u5f9e\u300c\u6982\u5ff5\u9a57\u8b49\u300d\u6b63\u5f0f\u9032\u5165\u4f01\u696d\u65e5\u5e38\u71df\u904b\u7684\u95dc\u9375\u6838\u5fc3\u3002<\/p>\n\n\n\n

\"\"<\/figure>
\n

\uff08\u5716\u4e09\uff1a\u672c\u6b21\u6d3b\u52d5Genesys\u5411\u8207\u6703\u6210\u54e1\uff0c\u63ed\u793a Genesys \u6700\u65b0\u7684\u5168\u7403\u6210\u7e3e\u55ae\uff0c\u7a81\u986f\u5176\u5728\u96f2\u7aef\u5ba2\u670d\u8207 AI \u61c9\u7528\u9818\u57df\u7684\u9818\u5148\u5730\u4f4d\uff09<\/p>\n<\/div><\/div>\n\n\n\n

\n

\uff08\u5716\u56db\uff1aGenesys Xperience 2025 \u5c55\u6703\u73fe\u5834\u5c55\u793a\u300cAI-powered CX\u300d\u54c1\u724c\u6a19\u8a9e\uff0c\u8c61\u5fb5\u900f\u904e AI \u6280\u8853\u8ce6\u80fd\u5ba2\u6236\u9ad4\u9a57\uff0c\u6253\u9020\u66f4\u667a\u6167\u3001\u66f4\u500b\u4eba\u5316\u7684\u4e92\u52d5\u3002\uff09<\/p>\n<\/div>

\"\"<\/figure><\/div>\n\n\n\n
<\/div>\n\n\n\n

\u6df1\u5165\u4e92\u52d5\u5de5\u4f5c\u574a\uff1aAI \u4e0d\u53ea\u63d0\u5347 CX\uff0c\u4e5f\u653e\u5927\u54e1\u5de5\u50f9\u503c<\/strong><\/h4>\n\n\n\n

\u5728 11\/19 \u7684\u591a\u5834\u4e92\u52d5\u5f0f\u5de5\u4f5c\u574a\u4e2d\uff0c\u83ef\u539a\u5718\u968a\u5be6\u969b\u89c0\u6469\u4e26\u53c3\u8207\u591a\u9805\u5be6\u52d9\u64cd\u4f5c\uff0c\u5305\u542b\uff1a<\/p>\n\n\n\n

AI Guides <\/strong>\u8207 Agentic AI \u5be6\u4f5c<\/strong><\/h5>\n\n\n\n

\u73fe\u5834\u5c55\u793a\u5982\u4f55\u904b\u7528\u7d50\u69cb\u5316 AI Guides \u5feb\u901f\u8a2d\u8a08\u8207\u512a\u5316 AI Agent\uff0c\u964d\u4f4e\u6d41\u7a0b\u8907\u96dc\u5ea6\uff0c\u4e26\u4fc3\u9032\u6280\u8853\u8207\u975e\u6280\u8853\u5718\u968a\u7684\u8de8\u90e8\u9580\u5354\u4f5c\u3002<\/p>\n\n\n\n

\u900f\u904e Genesys Copilots \u63d0\u5347\u54e1\u5de5\u9ad4\u9a57<\/strong><\/h5>\n\n\n\n

\u5c55\u793a Agent Copilot\u3001Supervisor Copilot \u5982\u4f55\u5728\u4e0d\u4e2d\u65b7\u670d\u52d9\u54c1\u8cea\u7684\u524d\u63d0\u4e0b\uff0c\u63d0\u4f9b\u5373\u6642\u5efa\u8b70\u3001\u4efb\u52d9\u81ea\u52d5\u5316\u8207\u5373\u5e2d\u8f14\u52a9\uff0c\u6709\u6548\u63d0\u5347\u5ba2\u670d\u4eba\u54e1\u751f\u7522\u529b\u4e26\u964d\u4f4e\u6d41\u5931\u7387\u3002<\/p>\n\n\n\n

CX <\/strong>\u5728\u91ab\u7642\u8207\u653f\u5e9c\u7522\u696d\u7684\u5be6\u969b\u61c9\u7528<\/strong><\/h5>\n\n\n\n

Genesys \u4e26\u4e0d\u53ea\u662f\u5c08\u6ce8\u65bc\u63d0\u4f9b\u55ae\u4e00\u7522\u696d\u7684\u7cfb\u7d71\uff0c\u66f4\u53ef\u900f\u904e CX \u8207 AI \u80fd\u529b\uff0c\u5354\u52a9\u91ab\u7642\u8207\u653f\u5e9c\u6a5f\u69cb\u6539\u5584\u75c5\u60a3\uff0f\u6c11\u773e\u7684\u63a5\u89f8\u9ede\u3001\u6d41\u7a0b\u6548\u7387\u8207\u6295\u8cc7\u5831\u916c\u7387\uff08ROI\uff09\uff0c\u4e26\u5efa\u7acb\u53ef\u91cf\u5316\u7684\u6210\u6548\u6a21\u578b\u3002<\/p>\n\n\n\n

\u900f\u904e\u4e00\u9023\u4e32\u5de5\u4f5c\u574a\u7684\u4e92\u52d5\uff0c\u5728\u5728\u986f\u793a AI \u7684\u89d2\u8272\u4e0d\u518d\u53ea\u662f\u300c\u53d6\u4ee3\u4eba\u529b\u300d\uff0c\u800c\u662f\u8b93\u54e1\u5de5\u6210\u70ba\u66f4\u6709\u50f9\u503c\u7684\u6c7a\u7b56\u8207\u670d\u52d9\u6838\u5fc3\u3002<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n
\"\"<\/a><\/figure>\n\n\n\n
\"\"<\/a>
\uff08\u5716\u4e94\uff1a\u773e\u591a\u751f\u614b\u5925\u4f34\u4e00\u540c\u53c3\u8207\u3010Genesys Xperience 2025\u3011\u76db\u6703\u3002\u9664\u4e86\u5c55\u793a\u5404\u81ea\u7684\u89e3\u6c7a\u65b9\u6848\uff0c\u4e5f\u7a4d\u6975\u8207\u8207\u6703\u8005\u53ca\u5176\u4ed6\u5925\u4f34\u9032\u884c\u4e92\u52d5\u548c\u4ea4\u6d41\u3002\uff09<\/figcaption><\/figure>\n\n\n\n
<\/div>\n\n\n\n

\u5f9e\u300cAI \u5de5\u5177\u300d\u8d70\u5411\u300c\u9ad4\u9a57\u5354\u8abf\u300d\u7684\u95dc\u9375\u8f49\u8b8a<\/strong><\/h4>\n\n\n\n

11\/20 \u5927\u6703\u4e3b\u8ad6\u58c7\u5f9e Genesys \u4e9e\u592a\u5340\u8cc7\u6df1\u526f\u7e3d\u88c1 Albert Nel \u7684\u6b61\u8fce\u81f4\u8a5e\u958b\u59cb\u3002\u800c Genesys \u7b56\u7565\u8cc7\u6df1\u526f\u7e3d\u88c1 Peter Graf \u66f4\u660e\u78ba\u6307\u51fa\uff0c\u4e0b\u4e00\u968e\u6bb5\u7684 CX \u7af6\u722d\u95dc\u9375\uff0c\u5df2\u4e0d\u518d\u53ea\u662f\u55ae\u9ede\u81ea\u52d5\u5316\uff0c\u800c\u662f AI \u9a45\u52d5\u7684 Experience Orchestration\uff08\u9ad4\u9a57\u5354\u8abf\uff09\u3002<\/p>\n\n\n\n

\u900f\u904e Agentic AI\uff0cGenesys Cloud \u5e73\u53f0\u53ef\u4f9d\u64da\u5373\u6642\u60c5\u5883\uff0c\u81ea\u4e3b\u63a8\u7406\u4e26\u5354\u8abf\u4e0d\u540c AI Agent\u3001\u6d41\u7a0b\u8207\u4eba\u54e1\u89d2\u8272\uff0c\u8b93\u5ba2\u6236\u65c5\u7a0b\u8207\u5167\u90e8\u4f5c\u696d\u540c\u6642\u9054\u5230\u300c\u5373\u6642\u3001\u53ef\u63a7\u4e14\u53ef\u64f4\u5c55\u300d\u7684\u76ee\u6a19\u3002<\/p>\n\n\n\n

\"\"<\/a>
\uff08\u5716\u516d\uff1aGenesys \u5f9e Customer\u3001Agent \u5230 Supervisor\uff0c\u4ee5\u300cSynergetic AI Applications\u300d\u5c55\u73fe AI \u5728\u5168\u89d2\u8272\u5354\u4f5c\u4e2d\u7684\u61c9\u7528\u8207\u50f9\u503c\u3002\uff09<\/figcaption><\/figure>\n\n\n\n
\"\"<\/a>
\uff08\u5716\u4e03\uff1aGenesys \u4ee5\u300cFrom applications to experiences\u300d\u70ba\u6838\u5fc3\u4e3b\u8ef8\uff0c\u5c55\u793a\u5982\u4f55\u900f\u904e AI \u9a45\u52d5\u7684\u9ad4\u9a57\u5354\u8abf\u5e73\u53f0\uff0c\u5c07\u50b3\u7d71\u61c9\u7528\u7cfb\u7d71\u8f49\u8b8a\u70ba\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u5353\u8d8a\u9ad4\u9a57\u3002\uff09<\/figcaption><\/figure>\n\n\n\n
<\/div>\n\n\n\n

\u7ad9\u5728\u7b2c\u4e00\u7dda\uff0c\u5c07\u5168\u7403\u8da8\u52e2\u8f49\u5316\u70ba\u5728\u5730\u50f9\u503c<\/strong><\/h4>\n\n\n\n

\u900f\u904e\u6b64\u6b21\u53d7\u9080\u89aa\u81e8\u3010Genesys Xperience 2025\u3011\uff0c\u83ef\u539a\u5718\u968a\u5f97\u4ee5\u7ad9\u5728\u4e9e\u592a\u7b2c\u4e00\u7dda\uff0c\u76f4\u63a5\u8207\u539f\u5ee0\u7b56\u7565\u5718\u968a\u3001\u7522\u696d\u5be6\u52d9\u5ba2\u6236\u6df1\u5ea6\u4ea4\u6d41\uff0c\u638c\u63e1 Agentic AI\u3001\u9ad4\u9a57\u5354\u8abf\u8207\u7522\u696d\u61c9\u7528 \u7684\u6700\u65b0\u65b9\u5411\u3002<\/p>\n\n\n\n

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