Rakesh Tailor

VP of Product Management for Workforce Engagement Management

Rakesh Tailor is the VP of Product Management for Workforce Engagement Management at Genesys, overseeing solutions such as Recording, Quality Management, Surveys, Speech and Text Analytics, Employee Development, Gamification and Workforce Management. Rakesh joined Genesys in 2006 through the acquisition of VoiceGenie, a VoiceXML-based platform startup. With 23 years of experience in contact center technology and solutions, he has held diverse roles in software development, R&D management, solution architecture, and product management.

Posts By Rakesh Tailor

Speech Analytics Meets AI: A New Era in Quality Management 

Artificial intelligence (AI) continues its advance into every aspect of business operations, including speech analytics in...

Rakesh Tailor

September 26, 2024

Modernizing the Employee Experience with an AI-Powered WEM Solution

Handling competitive pressure is nothing new, but excelling in today’s business landscape requires more than delivering an...

Rakesh Tailor

August 13, 2024

Back to Basics: Contact Center Workforce Optimization

Eighty percent. That’s how high the attrition rate in contact centers has jumped since the COVID-19 pandemic — about twice...

Rakesh Tailor

April 12, 2023

PII in The Sky: Protecting Customer Data in the Cloud

Many companies are excited about the possibilities of applying artificial intelligence (AI) to their businesses. They hope to...

Rakesh Tailor

April 23, 2020

No Stone Unturned: Voice Interaction Analytics in the Contact Center

Calls between agents and clients can be a treasure trove of information. However, it takes some effort to extract the real value...

Rakesh Tailor

March 31, 2020

The Biggest Blind Spot in Your Contact Center to Gather Customer Intelligence

We live in the information age where decisions, including those made within the contact center, are based on hard data. Your...

Rakesh Tailor

July 10, 2018

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.