Eligibility and judging criteria

Eligibility and judging criteria for the 2019 Genesys Customer Innovation Awards

Eligibility

To be eligible for any Genesys Customer Innovation Award, you must fulfill the following requirements:

  • Be a Genesys customer with a live solution
  • Have a compelling customer experience transformation story
  • Be a GCAP member who agrees to the use of company name and logo at the Xperience19 event and in Genesys social and digital channels
  • Agree to a written case study and/or a customer video success story
  • Send a representative to attend Xperience19
  • Agree to be mentioned in a press release announcing the winners

 

Judging criteria

Help convince us that your organization is the right winner. Consider the following metrics that will appropriately highlight your customer experience story. Each category has associated criteria for judging.

Please tell us about how the organization:

  • Established global customer experience presence with follow-the-sun capabilities
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed the technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenue
  • Demonstrated ROI and efficiency

Please tell us about how the organization:

  • Deployed omnichannel solutions, allowing for multimodality for all customer touchpoints
  • Increased channels for customers
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Improved overall efficiency
  • Improved quality, retention or employee satisfaction
  • Improved quality of new recruits
  • Demonstrated qualified customer conversion
  • Increased revenue
  • Demonstrated ROI and efficiency

Please tell us about how the organization:

  • Became a Genesys customer in 2017 or later
  • Successfully implemented Genesys solutions and quickly experienced results
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenue
  • Demonstrated ROI and efficiency

Please tell us about how the organization:

  • Evolved customer experience strategy to be future-proof and purpose-built as part of a digital transformation initiative
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenue
  • Demonstrated ROI and efficiency

Please tell us about how the organization:

  • Makes a difference in the world or your community
  • Uses customer experience technology and how it made a positive impact
  • Measures success—include metrics, if possible

Please tell us about how the organization:

  • Leverages Genesys technology to increase sales, conversions, etc.
  • Changed technology and infrastructure
  • Increased revenue
  • Demonstrated ROI and efficiency

Please tell us about how the organization:

  • Leverages Genesys tools, such as workforce engagement management and workload management to increase your team’s productivity
  • Increased team productivity metrics
  • Changed technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved employee satisfaction
  • Increased revenue
  • Demonstrated ROI and efficiency

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