Best Bets for Contact Centers at Enterprise Connect 2018

Enterprise Connect 2018 starts today—and the agenda is packed! If you’re interested in emerging cloud technologies and how to harness them in your contact center, read on. We’ve curated a list of the top three things you won’t want to miss at this year’s show.

New and Improved Genesys AppFoundry Marketplace

Want the latest innovations in customer experience? Shop the Genesys AppFoundry. It was recently updated with a brand-new interface that’s not only easy on the eyes but also easy to navigate. This new marketplace was built from the ground up, leveraging the same industry-leading architecture and innovation as the Genesys PureCloud platform. The AppFoundry v2 now offers integrations and embedded applications for every Genesys customer experience contact center solution—making it a curated customer engagement marketplace with apps for every Genesys customer.

Among the apps available, there are 40 integrations for the Genesys PureCloud solution alone. Some of these integrations are click-to-install for a fast and pain-free deployment. Every integration leverages single sign-on (SSO) for seamless access in daily use, creating frictionless user experiences for agents and supervisors.

Stop by the Genesys booth 713 at the Enterprise Connect Expo to get up close and personal with the new AppFoundry. Over 20 partners will be on-hand to talk about the latest tools to evolve your customer engagement ecosystem and deliver exceptional experiences.

Industry-Leading Amazon Lex Integration

Bots are becoming a part of our daily lives. But how do they play in the contact center? And how can you ensure they help your customers, rather than frustrate them? Genesys unveiled the first IVR integration with Amazon Lex at the AWS re:Invent conference late last year. Lex is the Amazon Web Services bot that powers Alexa. The Genesys PureCloud integration harnesses the speech intelligence of Lex to shift from keyword spotting to Natural Language Understanding (NLU) and enable conversational customer experiences in your IVR flow.

To learn about more about AI-driven self-service, blended AI, and the role it can play in your enterprise communications strategy, register to attend Beyond IVR: The New Self-Service at Enterprise Connect on Thursday, March 15 at 9:00 AM.

The Next Wave of Cloud Contact Centers

Cloud solutions are no longer simply hype—they’ve gained acceptance as a compelling alternative for businesses of all sizes. But you’re probably wondering how cloud contact centers will evolve and what’s coming next. Certainly, contact centers will want to adapt to new capabilities made possible by AI and understand how those features will roll out. Fortunately, pure-play cloud solutions enable continuous deployment—so new functionality is available in your application just as quickly as your vendor innovates. But understanding how trends in analytics and integrations may shape and impact your contact center tomorrow can inform you of decisions you’re making for your business today.

Get a glimpse of what’s coming next from the cloud, and how those innovations are expected to shape cloud contact centers. Register to attend Cloud Contact Center 2.0: What’s Next at Enterprise Connect on Tuesday, March 13 at 3:00 PM.