Experts Will Discuss Customer Experience Trends Related to Social, Mobile and More

DALY CITY, CA — August 11, 2014 — Genesys (, a leading provider of customer experience and contact center solutions, today announced its participation in five different panel sessions at the upcoming ITEXPO, which will be held in Las Vegas on Aug. 11-14, 2014. Genesys experts will offer attendees their insights on everything from voice analytics and real-time service to social and mobile customer experience trends. 

Genesys speakers will participate in the following panel sessions focused on how to deliver great customer experience:

Monday, August 11

C-03 – Improving Customer Satisfaction with Automation

  • 2:30- 3:15 p.m.
  • Robert Bruno, Product Line Manager
  • Hear how companies can deliver a positive interaction for the customer through practical self-service with automated data-driven interactions, without the use of an agent.

C-04 – Serving the Social Customer

  • 3:30-4:15 p.m.
  • Lisa Abbott, Senior Director of Solutions Marketing
  • This panel session will focus on useful steps that companies can take to assimilate social channels with more traditional networks of communication to create cohesive interactions across all networks, and the benefits of cross-channel integration.

SVM-07 – Actionable Voice and Voice Analytics

  • 3:30-4:15 p.m.
  • Sean Murphy, Product Marketing Lead, Speech Analytics
  • Panelists in this session will discuss the always-evolving industry of actionable voice models, their usefulness to companies and some valuable new trends in the market.

C-05 – Best Practices for Integrating Mobile into Customer Service

  • 4:30-5:15 p.m.
  • Lisa Abbott, Senior Director of Solutions Marketing
  • Get best practices for assimilating mobility into the customer service realm while providing a positive customer experience and a successful outcome for companies.

Wednesday, August 13

C-13 – Real-Time Analytics for Real-Time Service

  • 10:00-10:45 a.m.
  • Sean Murphy, Product Marketing Lead, Speech Analytics
  • Features a discussion on analytics engines and how information can be successfully incorporated into the contact center to create a more enjoyable customer experience with long-lasting customer relationships.

For additional resources, including information about the Genesys Customer Experience Platform, visit:

About Genesys

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at or call us at +1.888.436.3797.

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