Eligibility and
judging criteria

Eligibility and Judging Criteria for the 2021 Genesys Customer Innovation Awards

Eligibility

Nominees must:

  • Be a current 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 in Genesys social and digital channels
  • Agree to a written case study and/or a customer video success story
  • Agree to be mentioned in a press release announcing the winners

Judging criteria

Help convince us that your organization should win. Consider the following metrics to appropriately highlight your customer experience story. Each category has associated criteria for judging.

If you dream of the art of the impossible and find ways to bring it to life, this category is for you. The CX Creator category recognizes organizations who are using Genesys APIs or AppFoundry applications to create custom CX capabilities that enhance customer or employee experiences. This includes integrating data systems such as CRM solutions, using a connector like a webhook or data action, or leveraging the Developer Center for SDK libraries to increase business value. Tell us how a customization or integration has improved the way your organization works; be sure to include metrics.

Please tell us about how your organization:

  • Customized your Genesys solution in a unique way through the API or AppFoundry integrations
  • Enhanced customer experience through platform customization
  • Leveraged the API or AppFoundry partner to solve a particular issue you were having
  • Increased customer satisfaction/Net Promoter Score (NPS) because of a customization
  • Measured reduction in technology infrastructure costs
  • Increased revenue
  • Achieved ROI and efficiency gains

We believe that Super Human Service occurs when your people are empowered by Genesys technology. This category recognizes organizations that continually demonstrate empathy toward their customers, leveraging Genesys technology to make every interaction count — and bring Experience as a ServiceSM to life. Share how you’ve used empathy to create customer trust and loyalty — and how your empathetic work practices have improved the employee experience. This category is specifically about how your contact center delivers superior experiences with empathy, not the overall philanthropic initiatives of your organization.

Please tell us about how your organization has:

  • Utilized Genesys solutions to enable Super Human Service from your employees
  • Instilled empathy into your workforce
  • Used empathy as a guiding force and how it impacts customer experience
  • Leveraged Genesys solutions to deliver empathy at scale
  • Implemented empathy into processes and training
  • Shown empathy in a particular situation and how customers were affected (include specific stories)
  • Improved customer service metrics (NPS, CSAT, retention, etc.), if applicable

CX Innovator is for those pushing the limits to deliver a consistent and unified experience while engaging customers across the channels of their choice. Perhaps your customer experience is cutting-edge because of automation and artificial intelligence (AI). Or maybe you use predictive routing to ensure your customers get the right resources on the right channels. You might leverage predictive engagement to increase sales conversions on your website or enhance web traffic visibility for better decision-making. Or maybe you use Agent Assist to improve agent performance. Share how you’re using Genesys technology or a partner technology throughout the customer journey to achieve incredible results.

Please tell us about how your organization:

  • Implemented digital or AI functionality to improve customer experience, overall efficiency and productivity
  • Pushed the envelope when implementing innovative technologies
  • Deployed omnichannel solutions that allow for multimodality for all customer touchpoints
  • Leveraged technology from Genesys AppFoundry partners
  • Increased customer satisfaction/NPS or reduced customer effort
  • Improved quality, retention or employee satisfaction
  • Demonstrated qualified customer conversion
  • Increased revenue
  • Demonstrated ROI and efficiency

If you were once invested in a legacy, hardware-based contact center platform solution or have transitioned from another cloud environment to a Genesys cloud-based solution within the last 24 months, tell us how this change transformed your customer experience. This includes moving from a Genesys solution or competing provider. Please include the name of the previous platform used and the benefits you achieved through the migration.

Four CX Mover Award winners will be chosen by implementation:

  • Genesys implementation – Worked with the Genesys Professional Services team
  • Partner implementation – Worked with a Genesys partner (you and your partner receive an award)
  • Self implementation – Implemented a Genesys solution on your own

 

Please tell us about how your organization successfully implemented a Genesys cloud-based solution (the Genesys Cloud CX™ platform or Genesys Multicloud CX™ solution) to:

  • Become a Genesys customer in 2019 or later. Tell us about your implementation experience (length of time, involvement of a partner or Genesys Professional Services team, or other relevant details).
  • Evolve customer experience strategy to be future-proof and purpose-built as part of a digital transformation initiative
  • Increase customer satisfaction, NPS or customer loyalty
  • Enhance the customer experience
  • Improved technology and infrastructure (describe how you’ve streamlined, gained functionality you didn’t have before, simplified processes, etc.)
  • Measure reduction in technology infrastructure costs (share savings amount or percentage saved)
  • Increased employee satisfaction and/or retention
  • Increased revenue
  • Demonstrated ROI and efficiency
  • Achieved success (a specific goal, unexpected result or other) that wasn’t possible before

This award is for teams that have modernized how they manage and empower their employees with Genesys Workforce Engagement Management. You might have increased quality and compliance within your contact center, or you’ve improved employee performance or management. Tell us how you’ve improved your team processes with Genesys Workforce Engagement Management technology to become more effective, efficient and empathetic in your customer and employee experiences.

Please tell us about how your organization:

  • Leveraged Genesys Workforce Engagement Management to increase team productivity metrics (provide percentages, before and after comparisons, etc. to quantify the improvement)
  • Improved technology and infrastructure (describe how you’ve streamlined, gained functionality you didn’t have before, simplified processes, etc.)
  • Measured reduction in technology infrastructure costs (share savings amount or percentage saved)
  • Increased employee satisfaction and/or retention
  • Increased revenue
  • Demonstrated ROI and efficiency
  • Achieved success (a specific goal, unexpected result or other) that wasn’t possible before WEM
Winners and finalists

Winners and finalists

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Terms and conditions

Terms and conditions

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