Customer Experience Insights

In this podcast, Tara Griffin, Director of Strategic Solution Sales at Genesys describes the flexibility multi-cloud architecture brings to businesses, allowing them to tailor their infrastructure, deployment and management models to fit their business. 

In this podcast, you’ll hear Rik McCrossan, Digital-AI Lead at Genesys, explain how Predictive Engagement can enable contact centers to catch the customer moments that matter the most, and act on them in real-time. He shares real-world success stories where digital sales increased as well as NPS (net promoter scores), demonstrating how predictive engagement makes Experience as a Service happen.

Join host Scott Nagel as he interviews Tim Friebel, Genesys’ North American sales lead for Service Automation. Tim provides a clear view of the value service automation and bots bring to contact centers, including choice and orchestration. He answers the question, “What do you do if you don’t automate everything?” and discusses how easy it is to show a quick ROI when adding service automation and bots to a contact center.

Listen as Jim Whatton, VP, North America Solutions Consulting for Genesys, discusses why NOW is the time for contact centers to be cloud-based. He clearly describes the importance of speed to market, ongoing cloud innovations, and why microservices are the key to agility. He also presents a strong case for why he believes Genesys Cloud stands out from the competition.

Join host Scott Nagel as he interviews Quinn Agen of Omilia, a Genesys App Foundry member. Quinn clearly describes how contact centers that implement Voice Biometrics reduce fraud, decrease call handling time, while greatly improving customer experience. 

Join host Scott Nagel as he discusses Genesys’ Workforce Engagement Management with Michele Fisher from Genesys. She clarifies the differences between WFM and WEM, shares insights into why Genesys stands out among the competition in the WEM space, and provides a glimpse into what features are coming later this year.

Listen to an interview with Aarde Cosseboom, Senior Director of GMS Technology at TechStyle Fashion Group, as he describes the challenges and lessons learned from successfully transitioning 1000 agents in twelve countries to Working from Home (WFH) in a 24 hour period, utilizing Genesys Cloud. He discusses how they handled regional areas with no Wi-Fi at home and provides suggestions for overcoming noisy home environments in order to provide a high level of customer experience for their customers, even during the Covid-19 pandemic.

Join host Scott Nagel as he discusses Google Cloud Contact Center AI (CCAI) with Joe Ciuffo and James Walford from Genesys. They discuss the benefits of conversational AI and how Genesys and Google Cloud uniquely integrate. They also provide specific use cases including the increased demand for AI in the contact center with the current Covid-19 situation.

Únase al anfitrión Scott Nagel mientras habla con Gina Clarkin, directora de marketing de productos, sobre lo que los clientes de Avaya necesitan saber en este momento.

Junte-se ao anfitrião Scott Nagel enquanto ele conversa com Gina Clarkin, diretora de marketing de produtos, sobre o que os clientes da Avaya precisam saber agora.