AppFoundry and Genesys Pave the Way for Great Customer Experience in 2020 and Beyond

Genesys has started off the new decade with a bang at the annual company kickoff meeting in Orlando, FL. Hundreds of individuals from across the globe, including Genesys team members and valued AppFoundry partners, came together with their sights set on providing excellent customer experience in 2020. And we know that our success this year — and beyond — requires strong partnerships. So 16 of our most successful AppFoundry partners joined us.

Here are some of the highlights from the event.

Genesys Chief Executive Officer, Tony Bates, opened the event by introducing Experience as a ServiceSM, powered by Genesys CloudTM, giving organizations even more opportunities to make Genesys Cloud their own. In his recent blog post, Tony shared how critical AppFoundry is to the organization.

“To help organizations extend the Genesys Cloud platform with seamless access to cutting-edge applications, integrations and services, we continue to grow the AppFoundry with innovative companies like eMite, Mobile Office and Softphone,” he noted.

Peter Graf, Genesys Chief Strategy Officer, gave an insightful keynote that discussed the growth and momentum around Genesys AppFoundry® and Genesys Cloud. Customers can leverage applications, integrations and services from the AppFoundry, the fastest-growing dedicated customer experience marketplace in the industry.

Attendees also got an overview about AppFoundry in various breakout sessions throughout the event focused on leveraging partnerships, competitive intelligence and Genesys Cloud. And they had the chance to meet these partners face-to-face during the evening networking event as well as a full day of demos at the Solutions Café.

Thank you to the following AppFoundry sponsors for joining Genesys Kickoff 2020.

Shelf offers advanced artificial intelligence (AI) and powerful search that helps agents quickly find answers and solve customer issues on the first call.

Occam Networks has robust enterprise testing suite that replicates real-world customer calls that are placed across a customers’ infrastructure — and presents actionable data and insights with the click of a button.

eMite Dashboard combines Genesys Cloud data with external data in a single, comprehensive dashboard. The dashboards are highly configurable and deployable within seconds.

Call Journey is a high-powered conversation analytics solution that converts contact center conversations into actionable data.

Softphone helps connect the Genesys Cloud contact center to almost any CRM tools, including SugarCRM and ServiceNow.

Ideal Systems integrated its Mobile Office Solution into Genesys Cloud, enabling you to deploy a full mobile office experience at your fingertips.

MindTouch is an enterprise-grade knowledge management platform that uses AI to help agents find the answers they need.

Brightmetrics enables analytics and real-time dashboards to deliver quick, world-class interactions for Genesys Cloud customers.

Aria Solutions shared its WFM Adapter for Genesys Cloud, which lets accurate workforce management (WFM) data feed into your WFM system so you can accurately forecast workloads and ensure real-time agent adherence to provide great customer experience.

The configurable PureInsights dashboard features continuous updates in real time; its color-coded alerts let customers quickly assess the status of the contact center.

Whether contact center, email, chat, social media or online, CustomerView is a powerful tool that reveals information and insights for measurable performance improvement.

With Avtex Power BI Connector, customers can identify actionable insights and resolve on their own terms leveraging their own data.

AudioCodes displayed an Integrated WebRTC solution for the Genesys EngageTM contact center, enabling a simple, cost-effective and quick deployment.

Cyara helps enterprises proactively measure operational customer experience from the outside-in and identify customer-impacting defects across digital and voice channels.

AdvaTel shares their Omni-Intelligence solution, a platform that gives managers, supervisors and agents a complete picture for contact centers with real-time operational data.

Blackchair lets customers maximize uptime with improved change management and a clear view of operations to ensure a great customer experience.

Visit the AppFoundry Marketplace online to discover more third-party integrations and solutions for your Genesys customer experience platform.

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