In this episode, Miriam introduces the latest AI-powered features from Genesys Cloud, with insights from Olivier Jouve. She discusses the integration of AI tools and their impact on BPO business outcomes, focusing on maximizing chatbot effectiveness with Calabrio analytics. Key metrics and strategies for optimizing chatbot performance are explored, alongside workforce management essentials in BPO, including foundation, forecasting, and real-time monitoring. Miriam highlights Innovature BPO's achievement in the Global Outsourcing 100 and its significance. The episode concludes with a summary and sign-off, encapsulating the main insights shared throughout the discussion.

(0:00) Introduction and episode overview

(0:28) Genesys Cloud's new AI-powered features and insights from Olivier Jouve

(2:15) Integration of AI tools and their impact on business outcomes for BPO

(3:33) Maximizing chatbot effectiveness and monitoring with Calabrio analytics

(5:11) Key metrics and strategies for optimizing chatbot performance

(5:44) Workforce management essentials in BPO: Foundation, forecasting, and real-time monitoring

(8:57) Innovature BPO's achievement and its significance in the Global Outsourcing 100

(11:37) Episode conclusion and sign-off