New York, NY, August 19, 2013 – Today at SpeechTEK 2013, Genesys, a leading provider of customer engagement and contact center solutions, announced its participation in several conference sessions. Genesys will also be demonstrating how its solutions can deliver personalized, one-to-one customer experiences across all channels at the “Genesys Experience Bar” in booth 603.

Genesys speakers will participate in the following conference sessions: 

MONDAY

  • A103 – Customer Segmentation Strategy Based on Contact Frequency
    • 1:15-2:00 p.m.
    • Lizanne Kaiser, Sr. Principal Business Consultant
    • This section looks at how recent trends in customer behavior reveal that customer contacts can be segmented according to how often a customer contacts a company.
  • D104 – WebRTC: The Move to Digital Customer Service
    • 2:15-3:00 p.m.
    • Max Ball, Director, Solutions Management
    • This session examines how can companies have their customers connect to speech systems and customer service agents for assistance directly from within a mobile app or a PC browser session.
  • C105 – A Proven Customer Experience Assessment Methodology
    • 3:15-4:00 p.m.
    • Erin Smith, Senior VUI Designer
    • This talk presents a proven customer experience assessment approach that puts the customer first by identifying customer needs through observation in the call center, uncovering business goals through stakeholder interviews, and ultimately balancing customer needs with business goals.

TUESDAY

  • A203 – The Case for Enterprise Personal Assistants
    • 1:45-2:30 p.m.
    • Jonathan Hotz, Senior Product Manager
    • This session presents compelling evidence for the viability of highly specialized enterprise personal assistants that target a well- defined client base solving a narrow set of specialized, domain- specific problems.
  • B203 – Champion Challenger Usability Testing
    • 1:45-2:30 p.m.
    • Julie Underdahl, Senior User Interface Designer
    • Erin Smith, Senior VUI Designer
    • The session explores the value of champion challenger usability testing, presents tips and techniques for effective testing, and discusses example test results to demonstrate to both designers and business owners how this technique can be used to improve your speech application
  • C203 – PANEL: Things We Wish Our Clients Knew
    • 1:45-2:30 p.m.
    • Lizanne Kaiser, Sr. Principal Business Consultant
    • Join this expert panel as customer experience consultants share expertise that can help you prepare and hit the ground running with your next speech project.

WEDNESDAY

  • D301 – Do-It-Yourself Workshop: Build Your Own Voice Assistant
    • 10:45-11:30 a.m.
    •  Jonathan Hotz, Senior Product Manager
    • This hands-on workshop provides an outline for makes an effective multimodal assistant and offers attendees a web-based tool to build their very own personal mobile assistant.

For more information or to set up a briefing with a Genesys executive, please contact:

Dominic Weeks
PR Contact for Genesys
[email protected]
617-779-1800

About Genesys

Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.