Breakout sessions are designed to provide actionable insights regardless of where you are in your journey to power magnificent customer experiences.

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BUSINESS TRACK

Filter Business Track Sessions by: DATE The Essentials The Enhanced The Epic

  • The Essentials: Tracks designed so that together, we share advice on how to get started in delivering on your CX strategy
  • The Enhanced: Tracks designed so that together, we help to maximize your existing Genesys investment and evolve CX with omnichannel engagement
  • The Epic: Tracks designed so that together, we learn how to further optimize your customer experience in alignment with the latest market trends and innovations
 

Tuesday, May 23

02:15 PM

BUS-ESS-100

Understanding the Latest Customer Journey Benchmarks

Join Kathleen Jezierski, Chief Operating Officer at COPC Inc., as she shares highlights from the most recent consumer and corporate reports released within the Customer Experience Management Benchmark (CXMB) Series. CXMB Series research focuses on exploring the customer journey from both the corporate and consumer points of view. Kathleen will also lead a candid discussion about current industry challenges and opportunities within the context of these results, providing attendees with an opportunity to share their own experiences and best practices, while also learning from others. Please join us for this engaging, research-inspired session.

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Speaker:

  • Kathleen Jezierski, Chief Operating Officer at COPC Inc.
  • Janelle Matthews, SVP, Solutions and Product Marketing, Genesys
02:15 PM

BUS-ESS-300

RIP Call Centers of Old - It's Time to Bury that Old Infrastructure

It’s hard to keep up with the demands of today’s digital customer if you're weighed down by systems anchored in the past. Hear from our customer panel as they share their experience replacing a legacy contact center infrastructure with an omnichannel customer experience platform. Learn what business needs drove the change, the migration strategy utilized, benefits realized, and pitfalls to avoid.

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Speaker:

  • Roe Jones, Sr. Product Marketing Manager, Genesys
  • Guillaume Calot, Director, Strategic Solutions, Genesys
02:15 PM

BUS-ESS-200

Break Down the Silos that Impact your Customers' Journey!

Journey Mapping is a widely used exercise where you visualize the Customer's experience from their own perspective. It is also used as a tool to identify and breakdown organizational and technology silos that impact the overall customer experience. Join us in this interactive session to learn how to transition from analyzing the exsting journey, to optimizing the experience based on your business objectives.

Speaker:

  • Barbara Gonzalez, VP, Global Business Consulting, Genesys
  • Sergio Coretti, Sr. Director, Business and Solutions Consulting, Genesys
02:15 PM

BUS-EN-400

Want More Bang for Your Bucks? - Get SMART

Long-standing Genesys customer? Are you looking to better leverage your existing investment and explore broader capabilities of the platform? In this session, learn from a selection of customer stories and SMART use cases that can help you define steps for business transformation and drive strategic business change.

Speaker:

  • Jurgen De Becker, VP, Global Solutions Consulting, Genesys
02:15 PM

BUS-EN-700

Taking on your long-term capacity planning? You'll want to meet Genesys Decisions!

Strategic planning for the contact center is arduous. While workforce managment tools help with day-to-day scheduling, companies often turn to spreadsheets for longer term planning - which are limited and cumbersome. Genesys Decisions is incredible in it's ability to provide fast and accurate answers to what-if scenarios using powerful mathematical modeling and sensitivity analyses. Join us to see how you can take the guess work out of strategic planning.

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Speaker:

  • Ric Kosiba, VP, Decisions, Genesys
02:15 PM

BUS-EP-500

Future + Tech + YOU = Wicked Smart

Do you lay awake at night wondering about how new technologies will disrupt and transform how customers experience your business? Join a few leading innovators to ask your questions about artificial intelligence, bots, advanced messaging, IoT and the tech tidal wave that is massively reshaping how businesses and customers connect.

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Speaker:

  • Cliff Bell, Sr. Director, Innovations Group, Genesys
02:15 PM

BUS-EP-600

Demystified Magnificence. Five Principles for Going From Good, to Great, to Memorable

Join us and hear about how your peers have leveraged service design thinking into the design and deployment of optimized customer journeys to create memorable experiences, based Genesys CX Platform. As customer journeys span touchpoints like the website, mobile app, social media and the contact center, you need a structured approach to dramatically improve these journeys and make them never-to-be-forgotten.

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Speaker:

  • Stuart Waldman, Product Owner, Telus
  • Remy Claret, Marketing Director, Genesys
02:15 PM

BUS-EP-800

Personalization in the Era of Digital Marketing

We all know that today’s customers are often digital first for service, but even more so for marketing and sales phases of the customer lifecycle. From the first ad that grabs a customer's interest, to their first interaction with a brand representative that leads to a purchase, and onward to the customer service journeys that follow - this is the lifecycle of the modern customer and Genesys integrations into marketing stacks provides new insights and capabilities to optimize CX like never before.

Speaker:

  • Jim Kraeutler, VP, Innovations, Genesys
03:15 PM

BUS-ESS-101

Is Your Contact Center a Fixer Upper? DiY on Time and Under Budget

Managing a contact center can be complex and seemingly out of reach for businesses with limited resources. Not so with PureCloud! You can quickly and easily manage your operations on a limited budget. Join us to see how easy it is to set-up new agents, queues, and contact flows.

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Speaker:

  • Wendy Mikkelsen, Sr. Manager, Product Marketing, Genesys
  • David Ham, Sr. Technical Sales Consultant, Genesys
03:15 PM

BUS-ESS-201

Getting SMART in Where You Start

New to Genesys? Whether it is digital transformation or replacing your old contact center technology, finding how and where you start can can be daunting. In this session, learn how Genesys SMART use cases provide you with a firm foundation that defines where to start. Start on the right path to great customer experience with practical, implementable steps, and customer examples.

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Speaker:

  • Damian Kelly, VP, SMART Center of Excellence, Genesys
03:15 PM

BUS-EN-301

Smarter Engagement - Needles in the Haystack that Lead to Big Benefits

Are you interested in knowing how to improve your business in 72 hours? In this session you will learn how to bust operational myths and define a strategic plan for CX improvement using an agile Interaction Analytics driven consulting.

Speaker:

  • Ricardo Solano, Sr. Business Development Manager, Genesys
  • Victor Bendimez, Sr. Business Consultant, Genesys
03:15 PM

BUS-EN-401

Don’t Leave Great CX to Chance – Be Proactive with Multichannel Outbound Communications

Take control and stop leaving your customer relationships to chance! Learn how engaging proactively across the customer lifecycle – from sales and marketing to service notifications to collections – with multichannel Outbound puts you in charge of your destiny. Discover new ideas to increase your revenues, reduce costs, improve your customers’ experiences and reduce frustration with timely and hyper-personalized communications.

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Speaker:

  • Lindsay Frazier, Global Solutions Director, Genesys
  • Brendan Dykes, Director, Strategic Marketing, Genesys
03:15 PM

BUS-EN-501

Omnichannel User Experience (UX) Design – What’s in your toolbox?

Omnichannel customer journeys require more than just the capability of interacting across channels. Truly useful and usable experiences require intentional design from your customer’s perspective. We will present and practice specific User Experience (UX) Design techniques useful to have in your toolbox, highlighting what’s most relevant for designing omnichannel journeys.

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Speaker:

  • Lizanne Kaiser, Ph.D., Business Consulting Director, Genesys
03:15 PM

BUS-EP-601

Customer Panel: Sailing the seventh sea. How magnificent experiences were created with Genesys.

You're a customer engagement pro. Now you are looking to go beyond creating great experiences to constructing epic ones. Hear a customer panel share how they leverage Genesys platform innovation to create truly unique experiences for their customers.

Speaker:

  • Moshe Leeds, Director of Contact Center Operations, B&H Photo
  • Brandon Ogle, Sr Mgr Contact Center Tech, Diamond Resorts
  • Jason Kniss, Manager of Telephony, American Advisors Group
  • Dan Rood, Vice President of Product Marketing, Genesys
03:15 PM

BUS-EP-701

Unleash The Power of Adaptive Learning to Better Engage Your Customers

Do you know the best available agent to improve NPS revenue or other KPI? Listen to how you can use machine learning to provide the finest grain matching between customers and agents in the moment of need.

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Speaker:

  • Praphul Kumar, Director, Product Management, Genesys
  • Graeme Provan, Global Director of Solution Strategy, Genesys
04:15 PM

BUS-ESS-102

Getting Huge Returns on a Smart CX Strategy

A SMART CX strategy can deliver big benefits when you understand how to do it right. In this session we'll help you quantify the benefits of improving revenue, reducing and controlling costs, increasing efficiencies, and improving customer and employee engagement. Learn how to build a SMART business case while avoiding the pitfalls, and make it measurable and believable.

Speaker:

  • John Chun, Principal Financial Analyst, Genesys
04:15 PM

BUS-ESS-202

Getting Skills Right

“Now, how was Genesys Skill Based Routing different than what I used to do?”“Why do I have people moving agents around in the middle of the day to keep up with the work?” “Can I do something to improve the retention of my agents? This constant hiring is killing me!”If you’ve asked any of these questions or others about differentiating service, organizing your teams, or meeting SLAs, you have a Skills question! In this interactive session, bring your knowledge of how you want to treat your customers and how you want to treat your agents and learn how to use Genesys skills, proficiencies, and routing to map those two things together.

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Speaker:

  • Sue Harkreader, Sr. Director, Business Consulting, Genesys
04:15 PM

BUS-ESS-302

Avaya Users: We're Here to Help You Mitigate Risk

With Avaya's filing for bankruptcy protection (Chapter 11), we understand that many businesses are concerned about their communications infrastructure and path forward. We are here to help. If your enterprise PBX contact center was installed more than 48 months ago, chances are that it too is nearing end-of-life or is at end-of-life. Let us help you with the process of assessing a new solution, the cost and ROI, as well as mitigating risk while Avaya goes through bankruptcy proceedings.

Speaker:

  • Stephen Leaden, Independent Consultant and Founder, Leaden Associates, Inc.
04:15 PM

BUS-EN-402

Loyalty vs Advocacy: Moving beyond the Score

Today, customer satisfaction, net promoter score, and customer effort score are all being used to track and measure customer loyalty and satisfaction. But how far is that getting us? For tomorrow and beyond, leaders must shift the focus from the score to creating experiences that cherish advocacy. Join us to learn best practices on moving beyond the score. You'll hear how to take the feedback methods you currently use and create meaningful actions for your customer, tips on how to shift customer behavior towards becoming an advocate, and how to cultivate advocacy outside of traditional loyalty programs.

Speaker:

  • Denise Tabar, Customer Care Technology Leader, Intuit
  • Dar Andrews, VP, Service Delivery & Engineering, PayPal
  • Musa Hanhan, Sr. Director, Global NPS & Customer Experience, Genesys
04:15 PM

BUS-EN-502

Who's the CEO of Your Customers' Journeys? - Empowering Your People to be CX Leaders

Understanding the Performance DNA is critical in empowering your employees to be at their best . Ground-breaking workforce analytics, gives you insight to know why your top performers do so well. This then drives personalized development strategies to get the best from all your employees. In this session, you will learn how integrated an contact center and workforce optimization solution delivers you increased sales conversion, first contact resolution, customer satisfaction and operational efficiency.

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Speaker:

  • Stefan Captijn, Director, Strategic Marketing, Genesys
  • Debbie May, Director, Sales, Genesys
04:15 PM

BUS-EP-602

Blended AI: Where Bots and Automation Collide with the Power of the Human Touch

Bots are hot! But how can you take advantage of these new capabilities? And what is Blended A.I. anyway? Join us to hear about the emerging landscape for automation-driven solutions and machine learning. We'll explore a number of use cases for integrating bots into your business, and better understand how Genesys can help you reach new levels of customer engagement.

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Speaker:

  • Chris Connolly, Vice President of Solution Strategy, Genesys
04:15 PM

BUS-EP-702

Dynamic People Process Management - Revolutionize Your CX

Delivering great CX will make or break your business, it's no longer a nice-to-have it's a business imperative. Ensuring delivery of your promises through increased complexity and service personalization is challenging, whatever business you're in. Learn how Dynamic People Process Management orchestrates CX by design to deliver exceptional experiences.

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Speaker:

  • Tibor Vass, Strategic Solutions Director, Genesys
04:15 PM

BUS-EN-610

Is Your Workforce Ready To Go Omnichannel?

Ensuring your workforce is ready for handling omnichannel interactions is critical to every customer engagement strategy. Learn best practices for engaging your employees in the age of the digital customer experience. Explore how to deliver quality customer experiences, increase operational efficiency and optimize the cost and talent of your human capital.

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Speaker:

  • Cameron Smith, Strategic Solutions Manager, Genesys

Wednesday, May 24

11:00 AM

BUS-ESS-210

Going Cloud - Do your People have the Right Stuff?

When you “Go Cloud” your vendor takes over providing the technology systems, but success still depends on having the 'right stuff' within your own organization. The mix of skills and roles will change but it doesn't have to be painful if you are prepared for this shift. Join us to hear from businesses who have successfully made the transition to cloud. Their pain just might be your gain!

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Speaker:

  • Kristin Lacher, Director, IT Infrastructure, Accolade
  • Paul Staehlin, Director of Operations, EMS, Inc.
  • Alex Boothroyd, VP, Cloud Customer Care, Genesys
  • Richard Hodges, Director, Global Customer Success Operations, Genesys
11:00 AM

BUS-ESS-310

It's a Snap! Building a World Class Quality Program

In this session you will learn more about the core functionalities of the Genesys Quality Management solution uncovering how pre-defined business rules can be used to automatically assign the most relevant interactions and evaluations to be reviewed by your QM personnel. Our experts will demonstrate how to leverage a variety of integrated data from your desktop, CRM, CTI and insights from Interaction Analytics.

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Speaker:

  • Rene Van Popering, Sr. Business Consultant, Genesys
  • Gio Cunha, WFO Solution Lead, Genesys
11:00 AM

BUS-EN-410

How Great Companies Improved Their Contact Center Operation Through Better Planning

It is a fact. Improving your week-over-week contact center capacity planning leads to better service delivery and a more efficient operation. In this session, two outstanding contact center organizations, Accor Hotels and Shaw Industries Group, will discuss how they improved operations using Genesys Decisions.This is a must attend session if want to accelerate your planning!

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Speaker:

  • Ric Kosiba, VP, Decisions, Genesys
  • Louise Andrew, Director, Workforce Planning, Global Reservation Centre, Accor Hotels
  • Darlene Green, Forecasting Business Analyst, Shaw Industries Group
11:00 AM

BUS-EN-510

When Change Feels Like the Only Constant, Your Services Should Be Agile

Learn a rapidly changing and competitive market, you need to be able to mature, change, and enhance your practice quickly and easily while still delighting your stakeholders. Learn about our Agile services and practices and how they can help you accelerate your business outcomes with Genesys.

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Speaker:

  • Mimi Nguyen, Product Management, Genesys
  • Kevin Schatz, Manager, Application Development, Genesys
  • Lauren Lawrence, Sr Manager, PMO Regional Delivery, Genesys
11:00 AM

BUS-EP-710

Indiana Jones and Journey Analytics: Dig for hidden treasures in your customer journey data

Do you have an abundance of data in your business and seek the elusive hidden journeys that can drive better customer engagement? Businesses today generate vast amounts of data and, yet, most struggle to turn it into actionable insights. Join this session to learn how to use customer journey analytics to improve business outcomes and optimize Customer Experience.

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Speaker:

  • Dipali Mehta, Product Marketing Director, Genesys
  • Graeme Provan, Global Director of Solution Strategy, Genesys
11:00 AM

BUS-EP-810

Getting Started with IoT to Revolutionize Customer Engagement

Learn how to converge your customer's journey across physical and digital environments enabling you to continuously deliver personalized and predictive experiences to your customers via the Internet of Things (IoT).

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Speaker:

  • Kentis Gopalla, Sr. Director, Market Strategy, Genesys
  • Andy Hoeing, Head of Bosch Services North America, Bosch Service Solutions
11:00 AM

BUS-EP-711

"Don't Call Us - We'll Call You." The Shifting Market of Millenials

With a touch of futurist explaining how communication markets are shifting through the influence of Millennials, you will gain insight on engaging customers over the next decade. Automated Vehicles, Artificial Agents, Blended A.I., and the Exponential Curve are all important topics. Come see why. Rumor has it that you will have fun along the way and leave enlightened and excited about the future of communications.

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Speaker:

  • Chip McCoy, Team Lead Social Channel Management; Sr. Software Engineer, Genesys
  • Abi Chandra, Cloud Evangelist, Genesys
01:30 PM

BUS-ESS-111

The Beginners Guide to Digital Transformation

“Going Digital” is a no-brainer. But where do you start? When beginning a digital transformation journey, you need to know:

  • What is my digital CX strategy?
  • How do I operationalize digital in my business?

Learn from Genesys customers who have already established a digital transformation initiative and are now engaging digital consumers efficiently and consistently.

Speaker:

  • Rik McCrossan, Sr. Business Development Manager, Genesys
  • Tommy Minta, Digital Channels Solution Lead, Genesys
01:30 PM

BUS-EP-611

We're Entering PureReality

Virtual and augmented reality can bring contact centre “big data” to life - helping us understand and analyse the data in ways not possible after 30 years of 2D spreadsheets and dashboards. New innovations like augmented reality floorwalker solutions and virtual reality data analytics will change the way we work – and the way we work with each other.

Speaker:

  • Simon Wright, Product Marketing Director, Genesys
01:30 PM

BUS-EN-110

Customer Panel: How Genesys Helped Me Kick-Start My Customer Experience (CX) Strategy

Are you new to Genesys? Come hear how other companies got started, and how they used Genesys solutions to help build-out and execute their CX strategy. Panelists will share best practices, lessons learned, and the role culture played from design to roll-out.

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Speaker:

  • Charlotte Sterzik, Hagerty Insurance
  • Matt Ballard, Director of IT, Brinly-Hardy Co.
  • Loris Dumanian, Director Design & Delivery, Call Centre, Sun Life Financial
  • Bobbi Chester, Sr. Manager, Content Marketing, Genesys
01:30 PM

BUS-ESS-211

Customer Success Management - Relationships Have No Expiration

Customer Success Management is an essential function in building long-lasting and profitable customer relationships. No organization can assume buyers of their products and services will actually realize the value they expect, the measurable business outcomes that make them loyal customers. This session will address the why and how of setting up and managing an effective customer success program.

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Speaker:

  • Esther Friend, Vice President, Angie's List
  • Jennifer MacIntosh, Vice President, Coveo
  • Amy D. Patel, Customer Resolution & Performance Strategy National Manager, Toyota Customer Experience Center
  • Mark Friedman, Sr. VP, Customer Success, Genesys
01:30 PM

BUS-EN-311

Customer Panel: Overcoming to Maximize CX Investments

What are your greatest Customer Experience challenges? Ready to turn ‘em into opportunity and take the next step in CX maturity? Hear a panel of fellow Genesys customers share how to do just that. Learn how they overcame CX struggles to deliver better results. What solutions were applied, benefits were realized and lessons were learned.

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Speaker:

  • Paul Staehlin, Director of Operations, EMS
  • Candice Moore, Senior Manager of Member Services, UPMC
  • J.R. Simmons, President & Principal Consultant, COMgroup, Inc.
  • Jason Alley, Manager, Product Marketing, Genesys
01:30 PM

BUS-EN-411

Move From Mediocre to Magnificent! Omnichannel CX Transformation Strategies

In today's digital world, technology has evolved to create many new opportunities. Technology is not just a business enabler, it has morphed to become a driver for differentiation and competitive advantage. This session focuses on the strong role that Customer Experience and Omnichannel Engagement play in a Digital Transformation process. We'll look at strategies and provide a transformational framework to get your organization on the path from mediocre to magnificent!

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Speaker:

  • Mark Stanley, PMP, Sr. Principal Business Consulting, Genesys
01:30 PM

BUS-EP-511

Outwit Your Competitors with SMART CX

Do you want to innovate with customer and employee engagement as a competitive differentiator? In this session hear stories from some of our industry-leading customers who leverage the full power of the Genesys platform to innovate and drive exceptional success. Learn how to use Genesys SMART use cases to drive you to the forefront of customer experience.

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Speaker:

  • Charlie Godfrey, Global Solution Services Director, Genesys
01:30 PM

BUS-EP-811

About Face: Turn Facebook Into Your Best Customer Care Channel

Don’t wait any longer to define and enhance your social customer care strategy! For many Genesys customers, Facebook is the fastest growing digital channel in customer care. And with the widespread adoption of Facebook Messenger, companies can connect with consumers on their terms in their language. Join this session to hear how customers are achieving digital success with Facebook and what’s coming next. We’ll cover best practices in social customer care as well as the latest enhancements to Facebook Messenger including how to successfully leverage bots.

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Speaker:

  • Veit Irtenkauf, Product Line Manager, Genesys
  • Anshu Kurana, Facebook

TECHNICAL TRACK

Filter Technical Track Sessions by: DATE PureCloud pureconnect pureengage

 

Tuesday, May 23

02:15 PM

TECH-PEN-100

Self-Service: Own the Edge Beyond the IVR

Now, you can define customer facing self-service interactions and journeys once, and deliver those across various channels including Facebook, web, chat, mobile and voice with the ability to pass context between each. Come see how the Genesys App Automation Platform can help you deliver Virtual Assistants, Bots, MicroApps and Personalization based self-service across multiple channels.

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Speaker:

  • Shane Bray, Director, Product Development
  • Willis Towers Watson and Alex Zolotar, Product Line Manager, Genesys
02:15 PM

TECH-PCLO-200

Not All Clouds Are Created Equal: Understanding the Technical Architecture of a True Cloud Platform

Ask just about anyone, and they'll say they're "in the cloud." But as most technology leaders know, not all clouds are created equal. Hear about PureCloud's next generation architecture and design in Amazon Web Services (AWS). See how this new model of cloud software architecture is providing levels of reliability, scalability, flexibility and security that far exceed those of previous generations.

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Speaker:

  • Glenn Nethercutt, Manager, Chief Architect, Genesys
  • Randy Page, Sr. Manager, Product Management, Genesys
02:15 PM

TECH-PCON-300

PureConnect State of the Union: All-in-One Architecture, Offer Highlights & Product Roadmap

Learn the benefits of a true all-in-one architecture and how to deploy for maximum impact - functionality, uptime, scale, security, compliance, extensibility and cost. Find out what’s new with PureConnect and be the first to hear about the exciting things planned. See how the new Genesys will scale innovation like no other.

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Speaker:

  • Mimi Nguyen, Product Management, Genesys
  • Mike Rice, Channel Solutions Engineering, Genesys
03:15 PM

TECH-PEN-101

Take Back Control of Your Future: A Practical Guide for Your ACD to Omnichannel Migration

You're challenged to deliver on commitments to execute on customer experience, even while the future of your legacy ACD is uncertain. In this session, you will hear from Genesys customers Transat, Sasktel and Blue Cross – Blue Shield, how they have achieved a successful migration strategy from their legacy ACD to an integrated omnichannel platform.

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Speaker:

  • Guillaume Calot - Global Solutions Strategy Director, Genesys
  • Frenche Gilbert - Manager of Vendor Management, Blue Cross-Blue Shield
  • Chris Madden - Manager at SaskTel, SaskTel
  • Patrice Tanguay - Division Manager, Transat
03:15 PM

TECH-PEN-201

Genesys + Salesforce = Amazing Customer Experiences

Join Genesys’ product management team as they describe how each platform in the Genesys Customer Experience portfolio provides comprehensive Salesforce integration options. Each option has seen a rapid growth in features over the past year, and in this session you will hear these features explained by the experts. These features help agents be as productive as possible, give business users context for their customer’s experiences, and help organizations maximize the return of their Salesforce investment.

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Speaker:

  • Kimlan Do, PureEngage Product Management, Genesys
  • Cindy Herrington, PureConnect Product Management, Genesys
  • Randolph Rife, PureCloud Product Management, Genesys
03:15 PM

TECH-PCLO-301

Got 30 Minutes? Let’s Add a New Channel to Your Cloud Contact Center

Join us to hear how PureCloud empowers customers to rapidly deploy new lines of business or add new channels to existing ones and makes operations extremely agile. While you listen, we'll be collaborating with the audience to turn up our own brand new contact center on PureCloud in 30 minutes!

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Speaker:

  • Zach Brettnacher, Sr Product Manager, Genesys
03:15 PM

TECH-PCON-401

Modernize the Multichannel Experience (Customer, Agent & Supervisor) with PureConnect

Digital is overtaking voice as more than a third of customers now use more than one channel. But voice isn't going away -- think escalation channel. Learn how PureConnect's single multichannel interface enables consistent customer experiences and empowers agents, all while reducing costs and complexity. We'll also share what's new and what's next.

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Speaker:

  • Andrew Spirrison, Vice President - Retail Delivery, FORUM Credit Union
  • Geoff Calhoun, Director, Product Management, Genesys
04:15 PM

TECH-PEN-102

RIP Legacy ACD, Long Live Omnichannel Engagement! Digital Transformation at eBay

As telephony-centric contact centers become obsolete and digital interactions overtake calls, the role of intelligent voice interactions is critical. In this technical session, learn from eBay and Genesys how to deliver advanced use-cases for orchestrating Genesys' virtualized communication platform, rich digital channels and omnichannel business rules and analytics.

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Speaker:

  • Suman Arya, Director, Enterprise Applications, eBay
  • Guillaume Calot, Director, Strategic Solutions, Genesys
  • Vasu Ramanujaiaha, Product Management, Genesys
04:15 PM

TECH-PEN-202

Amp Up Troubleshooting Effectiveness with Free Genesys Care Tools

Want to learn about our troubleshooting tools and services? This session is for you. Get answers to your technical questions and learn how our tools help on-premises users manage the overall health of their environment. We'll review our suite of troubleshooting tools including Workbench and Log File Management Tool, and introduce the newest, Channel Monitoring.

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Speaker:

  • Marc Picard, Director, Services Applications Development, Genesys
  • Zenon Marsh, Applications Analyst, Genesys
04:15 PM

TECH-PCON-302

Get the Most Out of PureConnect Analytics and Reporting

We'll dig deeper into insights gained from PureConnect analytics and reporting, including new data extract tools for in-house business intelligence (BI). See how interactive dashboards direct your attention to the most critical areas, and hear about exciting data enhancements planned for advanced analytics.

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Speaker:

  • Karen Torf, Sr. Product Manager, Genesys
  • Doyle Erickson, Tele/Customer Contact Tech Manager, American Family
  • Craig Jordan, Enterprise Data Architecture Manager, American Family
04:15 PM

TECH-PCLO-402

The Ecosystem of Opportunity: Extending your CX breadth and depth via the PureCloud Platform

Platform matters! Come hear our vision to make PureCloud the industry's leading cloud CX platform, how exisiting customers are leveraging the platform thru APIs and new PureCloud apps, and how these new abilitities empower our customers to quickly and easily bring their existing (or future) ecosystem of CX solutions directly into PureCloud.

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Speaker:

  • Jack Nichols, Director, Product Management, Genesys
  • Zach Hinkle, Solution Portfolio Manager, Genesys

Wednesday, May 24

11:00 AM

TECH-PEN-510

Texting's Not Just for Teenagers - The Power of Proactive SMS

From Marketing to Customer Service to Collections, text messaging should be a staple in your digital communications arsenal. Learn about successful SMS implementations across verticals, and how multi-channel outbound campaigns can increase reach, response rates, and revenue. Find out about the new Genesys SMS Aggregation Service, and how SMS can be incorporated with your event management, automation, IoT, and AI initiatives to create hyper-personalized and timely interactions. Hear Medallia tell us how they achieved great benefits by using SMS for their survey initiatives.

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Speaker:

  • Fred Mondragon - Vice President, Business Development, Medallia, Inc.
  • John Tallarico, VP Product Management, Genesys
11:00 AM

TECH-PEN-610

Integrated Benefits - The Genesys Recording Ecosystem

Explore how the Genesys Interaction Recording Ecosystem leverages its tight integration to the Genesys Customer Experience Platform and why it matters. Gain insight into the benefits of unified technologies across Recording, Quality Management and Interaction Analytics to minimize complexity and reduce the total cost of ownership.

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Speaker:

  • Cameron Smith, Strategic Solutions Director, Genesys
  • Rakesh Tailor, Product Line Manager, Genesys
11:00 AM

TECH-PCON-710

PureConnect Workforce Optimization: Making it a Win-Win

Getting scheduling right can have a huge impact. Understaff and you frustrate customers and demoralize employees; overstaff and it costs you operating $. The right tools can not only address this balance, but can do so for non-standard agents, too. Join us as Rochester Regional Health Systems shares their experiences with patient outreach & scheduling, billing customer service & nursing -- and how they make it a win-win.

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Speaker:

  • Jason Zawodzinski, Operations, Rochester Regional Health System
  • Sally Loughry, Rochester Regional Health System
  • Michele Fisher, WFM Product Manager, Genesys
11:00 AM

TECH-PCLO-810

Data, Data, Data: Improving Contact Center Performance with PureCloud

PureCloud brings together metrics and data across the complete all-in-one solution, giving you a consistent view that provides better insight into performance. Whether you are looking for real-time or historical queue metrics, detailed conversation information, quality management information or even WFM data, PureCloud has it all. We'll also cover the openness and flexibility of the API’s which allows direct access to the performance metrics enabling you to display the data in any way you choose.

Speaker:

  • Jeroen Buis, Director, Product Management, Genesys
01:30 PM

TECH-PEN-511

Delivering Differentiated Customer Engagement - Connected Devices - Connected Consumers - Genesys Engagement Manager

The explosion of communication channels, technologies, and devices in the hands of consumers has exponentially amplified the complexities for you managing your CX. Come and learn how Genesys Engagement Manager (GEM) can allow you to manage the complexities of customer engagement by architecting customer journeys that prevent problems before they happen. Providing enhanced personalization and a richer CX, which increases loyalty and satisfaction.

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Speaker:

  • Angelo Cicchitto, Sr. Solutions Architect, Genesys
  • Pat Mackey, Director, Product Management, Genesys
01:30 PM

TECH-PEN-910

Collect the Dots, Connect the Dots, Predict the Dots - Optimizing Your Customer Journeys

Why should you predictably match your customers and agents? How you can deliver this in your business? Collecting highly valuable and reliable information enables you to interact with your customers' journeys in an engaging way and accurately measuring the improvement. Learn about the use cases, architecture and steps you can take to make your customer journeys both actionable and predictable.

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Speaker:

  • Hardik Modi, Sr. Product Manager, Genesys
  • Praphul Kumar, Director, Product Management, Genesys
01:30 PM

TECH-PEN-611

Integrate to Transform - Get to Know Genesys SDKs and APIs

Genesys SDKs and APIs are constantly evolving. Learn how they can transform the way you integrate with Genesys and how our SDKs can transform the way your apps connect with Genesys. See how our Developer Program can to help you solve business problems. Experience the powerful ways customers and partners integrate with Genesys to build dynamic, deeply connected enterprise systems.

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Speaker:

  • Jim Crespino, Director, Developer Enablement, Genesys
01:30 PM

TECH-PCLO-711

PureCloud - It's What Everyone is Talking About

Hear from our product management group about how we continuously deliver features and peak into the upcoming Product Roadmap features and enhancements our customers will receive this year. Learn how customers benefit from this rapid approach to software delivery.

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Speaker:

  • Aaron Chaskelis, Sr. Director, Product Management, Genesys
01:30 PM

TECH-PCON-811

Moving to the Cloud with PureConnect: A Customer & Expert Panel

Considering a move to the cloud? Whether you’re an existing PureConnect customer or new on the scene, learn when PureConnect is a great answer for the cloud. Hear a panel of customer and technical experts share real-world challenges, how they overcame with PureConnect cloud, benefits realized, key learnings and what’s ahead.

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Speaker:

  • Tanya Eglinton, Head of Contact Centre Operations, nib health funds limited
  • Mimi Nguyen, Product Management, Genesys
  • Tom Shallon, Solutions Architect, Genesys

PARTNER TRACK

Filter Partner Track Sessions by: DATE

 

Tuesday, May 23

02:15 PM

GLD-100

The Growing Role of AI in Customer Experience

Artificial Intelligence (AI) is quickly becoming ubiquitous in our daily lives. On the business side, enterprises are already leveraging AI to deliver more self-service options craved by the digital generation. The maturing technology of AI gives enterprises greater capability to differentiate on exceptional customer experience with relevant, personalized customer service in real time.

Speaker:

  • Alla Reznik, Director Customer Contact Solutions, Verizon Product & Business Innovation
  • Guy Tallent, Director, Verizon Professional Services
02:15 PM

GLD-200

Microsoft and Genesys: Building a collaborative contact center with Office 365

Learn how Skype for Business and Genesys can help enhance your end-to-end contact center experience with Office 365. Hear about hybrid and federated models that can connect your contact center agents together with your organization to transform your business through rich customer experiences.

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Speaker:

  • James Skay, Sr. Product Marketing Manager, Microsoft
  • Guillaume Calot, Global Solutions Strategy Director, Genesys
02:15 PM

GLD-610

Pindrop Labs Present: The Art of Fraud

In 2016, the fraud rate for call centers was over 100% higher than the year before. In this session, Shawn Hall, Director of Fraud Prevention and Strategy at Pindrop, will walk you through the tactics and call center conditions that provided fraudsters with access to thousands of accounts and almost a billion dollars, and what made these fraud tactics so successful. Learn what conditions are present in your call center that are being exploited and what you can do to prevent the coming future attacks. As a special bonus, you will get a full analysis of the Pindrop Labs 2017 Call Center Fraud Report. It would be costly to miss this session.

Speaker:

  • Shawn Hall, Director of Fraud Prevention and Strategy, Pindrop
03:15 PM

GLD-101

Achieving Personalized Omnichannel Experiences Through Better Integration. An Open Discussion

Personalization and technical integration are the top priorities for CX decision makers. But can one work without the other? Ron Owens, SVP of Operations at Aria Solutions, will lead a discussion to identify common gaps in system data and strategic thinking, and explain how embracing integration as a core competency can turn customer interaction data into a competitive advantage.

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Speaker:

  • Ron Owens, SVP of Operations, Aria Solutions
03:15 PM

GLD-201

SIP Transformation is Not Simple! From data center, to cloud, to work at home: How to harness the beast!

Learn how NV Energy, one of the fastest growing energy companies in the United States, shortened their deployment cycle and reduced costs and implementation and operational risks.

Tightly integrating a Genesys-certified, OEM’d synergistic system of SBCs, Gateways, Phones & Voice Quality Monitoring – all operating from a single management tool set, and supported by a single vendor team - AudioCodes is the only Genesys OEM global strategic partner that offers a full life-cycle program providing Products, Planning & Design consultancy, Network Readiness Assessments, experienced engineers for Implementation & Testing, and Day Two Services. Also, learn to incorporate a scalable work-at-home agent population, while ensuring voice quality, security and manageability over open internet, without VPN – something that is almost impossible with a multi-vendor implementation.

See how this integration provides a Work-At-Home Agents Solution delivered via coordinated enhancements on multiple elements – something that is all but impossible with a multi-vendor implementation, even for standards based functionality.

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Speaker:

  • Thomas Sizemore, Team Leader, Telecom IT at NV Energy
  • Larry Clarkson, NA CTO, AudioCodes
  • Sharone Ben-Levi, VP Business Development, AudioCodes
03:15 PM

GLD-302

Emotionally Connect with Your Customers to Improve their Experience- a Vidyo Case Study

People feel more engaged and emotionally connected over video than any other digital medium. That’s why analysts predict that more than 100 of the Global 500 will adopt video-chat for customer interaction by 2018. Vidyo and Genesys are leading the way in enabling businesses to engage on a more personal level with their customers resulting in greater customer satisfaction, retention and value.

In this session, learn how one of the largest financial services companies in the world leverage Vidyo’s deep integration with Genesys to increase customer satisfaction, retention, and value.

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Speaker:

  • Brian Gilman, VP Product/Solutions Marketing, Vidyo
04:15 PM

GLD-102

Case Study: How Data Visualization Enhanced the Value of PureCloud for a Global Fortune 500 Company

UNTIL NOW, contact centers didn’t have the time or budget to implement the world class reports or dashboards that their business leaders expect. In this presentation, see how for little cost and even less effort, eMite’s customers are using the data from PureConnect and PureCloud and visualizing that data in a smart easy to use web interface, making your customer engagement solution even more complete. Hear from Rob Porter how eMite dramatically changed the experience with PureCloud and how that positively affected this Fortune 500 company with 32,000 employees and five contact centers.

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Speaker:

  • Stuart Geros, CEO, eMite
04:15 PM

GLD-202

How Workspace Connectors Speed Up Integration Processes

Using the Workspace Connector the CRM integration is a seamless process. Come learn more about how connectors allow cost and time savings and the workspace connectors are a Genesys PS assets. The Workspace Web Connector will inherit the Workspace Desktop Connector customizations (no need of new customizations).

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Speaker:

  • Alan Lugiai, Entrepreneur and CEO, Softphone

Wednesday, May 24

11:00 AM

GLD-500

Solving PCI DSS Compliance in Contact Centres– PCI Pal / Royal Collection Trust Case Study

Join us to hear how we helped the Royal Collection Trust, an organisation responsible for the royal estates within the UK, address the PCI DSS compliance challenge in their contact centers. In addition, we will be discussing the regulations involved in this area and where the business challenges lie. Hear from our experts on how to build the business case for the right technical solution to ensure you are compliant.

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Speaker:

  • Tony Smith, Head of Enterprise Sales, PCI Pal
  • David Swift, Channel Sales Director, PCI Pal
11:00 AM

GLD-600

Wanna Get Away? 10 Things To Consider When Outsourcing or Cloud Enabling Your Contact Center Technology Infrastructure and Applications

The complexity, costs, resource requirements and the pressure of uptime are just some of the challenges in maintaining a contact center in-house. Join TXU, a leading utility in Texas, and Voxai as we review 10 things you should consider when evaluating whether or not you should outsource or even cloud enable your contact center. Outsourcing or cloud enabling your contact center may enable you to reduce costs, focus resources on the core business, and turn the day to day headaches of managing your contact center over to a trusted and specialized partner. You might even be able to take that long vacation you have been dreaming about.

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Speaker:

  • Tony Jurica, Sr Director Cloud Solutions, Voxai
  • Ed Anderson, Sr. Manager of Call Center Technology, TXU Energy
11:00 AM

GLD-700

More Than Just a Phone: Polycom & Edgewater Networks Brings a Multi-Level Intelligence Solution to the Call Center

Join Polycom and Edgewater Networks, the market leaders in open SIP voice endpoints and network edge orchestration, as they discuss the best in breed solutions that pair seamlessly with the Genesys platform to deliver a game changing customer experience. With a million voice endpoints sold and securing, for decades, the #1 voice endpoint in the world, Polycom brings partners and customers the most time tested, high quality and solid solution to support your business. Coupled with Edgewater Networks unique platform that enables complete visibility and proactive management from the core to VoIP endpoints, find out how this unprecedented multi-leveled intelligence solution provides you with the differentiation you need to meet your customers’ needs.

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Speaker:

  • Dave Finney, Director Solution Architecture, Cloud and Service Provider, NA, Polycom
  • Paul Davis, VP Global Alliances, Polycom
  • Brian Gregory, Sr Director of Product Marketing, Edgewater Networks