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Last week, more than 200 visionaries, partners and industry thought leaders came together at G-Summit San Francisco 2018. Several engaging speakers discussed Blended AI, predictive routing, Apple Business Chat and more. And customer experience leaders from companies such as eBay, Oracle and Willis Towers shared experiences during a riveting panel discussion about the main challenges to delivering an exceptional customer experience. Here’s a recap of how G-Summit San Francisco let attendees connect, engage and innovate.
Merijn te Booij, Genesys Chief Marketing Officer, kicked off the event with a delightful presentation on how top global brands use Genesys to deliver seamless, personalized customer experiences across sales, marketing, and service. He shared details on how Genesys is constantly exploring ways to connect new technologies to our top-tier Customer Experience Platform to bring fluidity to the customer journey.
Luke Sturek, Solution Lead Predictive Routing at Genesys, explained how predictive routing technology complements your existing routing logic. All you need to do is put your outcomes at the center of your focus, using Genesys data and your own business data, to bring in the right agent with the appropriate skills to solve the customer inquiry. But many are still unsure about the differences between predictive routing and traditional IVR. Predictive routing brings transparency to an otherwise “black box” by including feature analysis, agent variations, agent scoring, and performance.
And, of course, there was an awesome demo. Joe Ciuffo, Lead Demo Consultant at Genesys, walked us through a scenario that explored how Kate, the customer experience artificial intelligence (AI) from Genesys, simplifies a common customer experience. Imagine you are packing your bags for vacation or business trip and you realize you haven’t contacted your bank yet to notify them; it’s 10 PM and your flight is the next morning. There’s no need to worry. Now you can leverage Google Cloud Contact Center AI and Kate. Using speech recognition, you can ask Kate to set up a travel alert for your destination in a few short minutes. Kate can even suggest some great travel insurance to give you peace of mind during your stay.
There are many ways Genesys helps your business maximize the value of your customer experience technology investment.
During the panel, customer experience leaders from eBay, Oracle and Willis Towers engaged in conversation about their tactics in transforming their business with technologies such as artificial intelligence (AI). The panel members agreed that an AI strategy should be a customized approach for the company vision, don’t look at what everyone else is doing.
In the final presentation, Bruce Eidsvick, Senior Vice President of Global Field Marketing at Genesys, introduced the Genesys CX Heroes program. A customer experience hero works in customer service or customer care and has gone above and beyond their job description. Genesys is looking for a hero, or a dozen everyday heroes. We want to honor ordinary people who have done extraordinary things because we appreciate them and want to celebrate their achievements. As you prepare to join us at an upcoming G-Summit, learn more about our CX Heroes initiative and share a story of heroism from within your organization.
After a valuable agenda of discussions around customer experience transformation and technology, we got to see these innovations at the Networking Demo Reception. Genesys experts showed great examples of the Genesys Customer Experience platform in action. We also welcomed a few Genesys technology partners who are featured on the AppFoundry marketplace. They are among hundreds more who innovate across all three Genesys platforms to offer a broad range of customer service applications, integrations, and solutions that address your unique needs.
Cyara Solutions, the world’s leading customer experience assurance platform provider, brought their platform-agnostic Automated CX Testing and Monitoring solution to Genesys customers.
Plantronics and Polycom united to showcase a wide selection of headsets and audio devices that are perfect for your Genesys contact center.
Speech Morphing, the future of speech synthesis, revealed how they improve customer service with personalized voice, unique to your brand.
AudioCodes displayed an Integrated WebRTC Solution for the Genesys PureEngageTM contact center that enables a simple, cost-effective and quick deployment.
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