Nashville, Tennessee
May 1–4, 2018

Breakout sessions are designed to provide actionable insights, regardless of where you are in your journey, to power magnificent customer experiences.

  • All Tracks
  • Leadership Track
  • Business Track
  • Technical Track
  • Partner Track
  • DevCon

Leadership Track

 

Wednesday, May 2nd

2:00 PM – 2:45 PM

2,000 Consumers Told Us What They Want

The data’s in: only 2% of customers say they prefer chatbots. Yet 66% of businesses plan to use a chatbot this year — intending to improve customer satisfaction.

Surprised? You’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change fast. How well do you really know what your customers want?

Our panel will reveal more insights like this from the Genesys State of CX Report, which surveyed nearly 2,000 consumers and 1,300 businesses around the world. Discover what your customers expect when it comes to bots, AI, mobile messaging, and more.

View the presentation

Speakers
  • Wendy Mikkelsen, Product Marketing Director
  • Janet Thalacker, Business Consultant
  • Musa Hanhan, CCXP, Global Head of Customer Experience Design
  • Wagner Andre, Principal Business Consultant, Genesys
2:00 PM – 3:00 PM

CX Leadership Session: Balancing Technology & Human Capital

Technologies like Artificial Intelligence (AI) can be game-changing when it comes to delivering exceptional customer experiences (CX). But even with breakthrough benefits like automation, machine learning, bots and predictive analytics and routing… CX leaders need to be thoughtful and deliberate in how they apply innovation to meet desired business outcomes. How do you humanize technology innovation?

Join this exclusive CX leadership session. Hear lessons learned and best practices from iconic brands who have addressed challenges like these and find ideas and inspiration to bring back to your business!

Speakers
  • Craig Wilson, Sr. Principal Business Consultant & customer panel
3:00 PM – 3:45 PM

2,000 Consumers Told Us What They Want

The data’s in: only 2% of customers say they prefer chatbots. Yet 66% of businesses plan to use a chatbot this year — intending to improve customer satisfaction.

Surprised? You’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change fast. How well do you really know what your customers want?

Our panel will reveal more insights like this from the Genesys State of CX Report, which surveyed nearly 2,000 consumers and 1,300 businesses around the world. Discover what your customers expect when it comes to bots, AI, mobile messaging, and more.

View the presentation

Speaker
  • Wendy Mikkelsen, Product Marketing Director
  • Janet Thalacker, Business Consultant
  • Musa Hanhan, CCXP, Global Head of Customer Experience Design
  • Wagner Andre, Principal Business Consultant, Genesys
3:00 PM – 4:00 PM

CX Leadership Session: Balancing Technology & Human Capital

Technologies like Artificial Intelligence (AI) can be game-changing when it comes to delivering exceptional customer experiences (CX). But even with breakthrough benefits like automation, machine learning, bots and predictive analytics and routing… CX leaders need to be thoughtful and deliberate in how they apply innovation to meet desired business outcomes. How do you humanize technology innovation?

Join this exclusive CX leadership session. Hear lessons learned and best practices from iconic brands who have addressed challenges like these and find ideas and inspiration to bring back to your business!

Speakers
  • Craig Wilson, Sr. Principal Business Consultant & customer panel
4:15 PM – 5:00 PM

You’re My Hero: Telling the Story of Victorious Customer Relationships

In this session, you’ll learn about the structure of classical storytelling and how to apply these principles to create and maintain valuable customer relationships. We’ll explore the roles of the Hero and the Guide in business interactions and how the impact of telling the right story effectively can be a powerful tool to drive business outcomes. We’ll employ proven techniques of communication (the ones that pre-date PowerPoint by 20,000 years).

View the presentation

Speaker
  • Nate Bennett, Sr. Product Marketing Manager

Thursday, May 3rd

11:15 AM – 12:00 PM

Asynchronous Messaging: Only the Beginning... How eBay and others are leveraging Messaging Applications to reimagine customer relationships

What is asynchronous messaging? Why should we tackle yet another channel? Mobile messaging apps are rapidly moving from personal communications (talking to your kids on SnapChat or Facebook Messenger) to a legitimate business channel – seen with the release of Apple Business Chat.

Done well, “Async” offers astounding customer satisfaction and low costs.

Whether your organization does customer service, marketing or sales, it’s time to take a serious look at messaging apps and their business value. Join this session to learn about messaging applications, how Async is different from your other channels, and how to apply lessons learned to your company.

View the presentation

Speakers
  • Suman Arya, IT Director, eBay
  • Lyn Trewenack, BBB Advisory in Australia
  • Randy Carter, Product Marketing Architect, Genesys
2:15 PM – 3:00 PM

You’re My Hero: Telling the Story of Victorious Customer Relationships

In this session, you’ll learn about the structure of classical storytelling and how to apply these principles to create and maintain valuable customer relationships. We’ll explore the roles of the Hero and the Guide in business interactions and how the impact of telling the right story effectively can be a powerful tool to drive business outcomes. We’ll employ proven techniques of communication (the ones that pre-date PowerPoint by 20,000 years).

View the presentation

Speaker
  • Nate Bennett, Sr. Product Marketing Manager
2:15 PM – 3:00 PM

Asynchronous Messaging: Only the Beginning... How eBay and others are leveraging Messaging Applications to reimagine customer relationships

What is asynchronous messaging? Why should we tackle yet another channel? Mobile messaging apps are rapidly moving from personal communications (talking to your kids on SnapChat or Facebook Messenger) to a legitimate business channel – seen with the release of Apple Business Chat.

Done well, “Async” offers astounding customer satisfaction and low costs.

Whether your organization does customer service, marketing or sales, it’s time to take a serious look at messaging apps and their business value. Join this session to learn about messaging applications, how Async is different from your other channels, and how to apply lessons learned to your company.

View the presentation

Speakers
  • Suman Arya, IT Director, eBay
  • Lyn Trewenack, BBB Advisory in Australia
  • Randy Carter, Product Marketing Architect, Genesys

Business Track

 

Wednesday, May 2nd

11:15 AM – 12:00 PM

Workforce Engagement Management (WEM): It's Time to Balance Optimization with Engaging Contact Center Employees

Workforce Engagement Management (WEM) solutions help drive employee engagement, but while the market moves to engagement, cost and resource effectiveness cannot be ignored. 72% of contact center costs are labor, so saving time is still an important consideration and is at the heart of a WEM solution.

Join us to hear about key areas of WEM functionality, including: Recruitment and onboarding, Evaluation and improvement through knowledge transfer, AI, quality assurance and speech and text analytics, Greater time management tools reducing administrative overhead, Assistance and task management through process automation, knowledge centers and intelligent assistants and Gamification of metrics and recognition.

View the presentation

Speakers
  • Cam Smith, Strategic Solutions Director
  • Steve Kosiba, Product Marketing Manager for WFO and Decisions
11:15 AM – 12:00 PM

Maximizing Your Investment: How Genesys Is Combining Subscription, Prescriptive Use Cases & PureSuccess to Help You Achieve Business Outcomes

Welcome to Genesys Subscription Journey, a game show dedicated to successful paths to maximizing your CX investment!

Watch as contestants travel the path to delivering a powerful customer experience using a combination of prescriptive use cases, tailored services, and flexible subscription pricing. See all the ways that a Genesys Subscription Journey helps you provide a differentiated, market-disrupting experience for your customers!

View the presentation

Speakers
  • Charlie Godfrey, Global Solution Services Director
  • Derek Adams, Sr. Product Marketing Manager
11:15 AM – 12:00 PM

Cloud Shifting – A Surprising Look at Cloud’s Historical and Future Effect on Society and Your Business Identity

‘Cloud Shifting’ -- getting to the point where cloud is ubiquitous and assumed -- is not the first exponential change on our society. In history, there have been other events which have dramatically shaped the landscape of the world. In this substantive and entertaining journey, you will learn its surprising effects and if you need to reconsider your approach to cloud.

View the presentation

Speakers
  • Abi Chandra, Marketing Sr. Director, Cloud
  • Chip McCoy, Marketing Director for Technology Evangelism
11:15 AM – 12:00 PM

Don't Wait Until It's Too Late! Amazing Business Continuity Stories

These are the real stories. People, just like you using Genesys solutions day-to-day as they engage their customers and employees.

In this session you’ll hear stories from companies that found themselves in perilous situations for a variety of reasons -- and the ingenuity and tools they used to pull through. You’ll walk away with ideas for improving engagement and business continuity within your own business during times of crisis. Don’t wait until it’s too late think about business continuity.

Speakers
  • Henry Marr, South Carolina Federal Credit Union
  • Tommy Flow, CareFirst BlueCross BlueShield
  • Carl Williams, CEO, Akyta (formerly Entrust Energy)
  • Wendy Mikkelsen, Director Product Marketing
11:15 AM – 12:00 PM

Taking Your Customers From Satisfied to Loyal to Advocate! Redefining Design and Delivery for Advocacy

In the battleground for customers, meaningful connections are more critical than ever. Taking a customer from satisfied to loyal to advocate requires focus and nurturing throughout the journey.

Learn the critical behavior elements that lead to advocacy and how to compose your system so you’re not left behind your competitors. Top 3 Elements to building the right behaviors for advocacy include:

  • Empathy
  • Anticipation: Delight but not before you have the basics (foundational)
  • Authenticity

Join us to see the blueprint for building a customer base full of advocates!

View the presentation

Speakers
  • Jason Lock, Head of Contact Centres West New Zealand, WestPac
  • Javier Silva, Sr. Director Contact Center LATAM, VTR
  • Rafael Aguirre, Operations & Customer Service Director LATAM, Oriflame
  • Musa Hanhan, CCXP, Head of Global NPS & CX Design, Genesys
11:15 AM – 12:00 PM

Kate and Conversational AI: What It Is and How to Harness It For Your Business

We introduced Kate (Genesys Customer Experience AI) last year at CX17, and since then, many of you have told us that you need to implement a chatbot solution. In this session, we’ll talk about how Kate is growing up quickly and the value she’s offering our customers. We’ll highlight customer chatbot stories, talk about how our Altocloud acquisition adds even more AI capabilities, and announce a brand new offering around Cognitive IVR (“voice bots”).

Join us to explore these topics:

  • How can I use AI disruption to my advantage?
  • What is the new role for humans?
  • What are the critical factors to success when adding chatbots to my engagement strategies?
  • What is Cognitive IVR and what value does it offer?
  • What benefits and cost savings can I expect from implementing a chatbot?

View the presentation

Speakers
  • Lindsay Frazier, Global Solutions Director for Digital
  • Rodney Hassard, Solutions Strategy Sr. Manager and customer panel
2:00 PM – 2:45 PM

Is Debt Collection Part of Your Contact Center Outreach? If So, You'll Want To Know About Latitude.

Built as a recovery application, Latitude managed the debt lifecycle from early-stage delinquency through post charge-off. It allows for account process orchestration and features a browser-based collector desktop. Join us to see the applications first hand and learn more about this numerous benefits of the stand-alone solution.

View the presentation

Speakers
  • Kenny Baker, Regional Sales Manager
  • Ian Winder, Strategic Relationship Manager
2:00 PM – 2:45 PM

Beyond Traditional Planning and Optimization- Artificial Intelligence within Workforce Optimization

Contact centers handle a multitude of interactions with customers and prospects every day – conversations that hold valuable insights into trends, issues and business performance. The information hidden within those conversations could hold the keys to improving contact center revenue, reducing costs and improving the customer experience the contact center delivers.

The rise in AI, decision support, automation and chatbots for customer service has exploded. Streamlining traditional quality management processes and outcomes with automation and intelligence is moving beyond speech and text. Learn how AI and machine learning will change historical processes within traditional workforce planning and optimization.

View the presentation

Speakers
  • Cam Smith, Strategic Solutions Director
  • Rakesh Tailor, Business Application Strategy
2:00 PM – 2:45 PM

PureSuccess: Our New Approach to Servicing Customers and Partners Throughout Their Journey

Choosing the right technology is only part of the equation. It’s crucial to have the right expertise to guide you at every step of your journey -- and that holds true with your experience with Genesys.

This session will explain the new tailored nature of PureSuccess and how it helps you set your strategy, prepares your business for change, maintains seamless operations, and makes sure your Genesys platform is optimized to get the most from your investment.

Speaker
  • Charlie Godfrey, panel from Strategic Business Consulting, Professional Services, Genesys University, and Customer Care
2:00 PM – 2:45 PM

Kate and Conversational AI: What It Is and How to Harness It For Your Business

We introduced Kate (Genesys Customer Experience AI) last year at CX17, and since then, many of you have told us that you need to implement a chatbot solution. In this session, we’ll talk about how Kate is growing up quickly and the value she’s offering our customers. We’ll highlight customer chatbot stories, talk about how our Altocloud acquisition adds even more AI capabilities, and announce a brand new offering around Cognitive IVR (“voice bots”).

Join us to explore these topics:

  • How can I use AI disruption to my advantage?
  • What is the new role for humans?
  • What are the critical factors to success when adding chatbots to my engagement strategies?
  • What is Cognitive IVR and what value does it offer?
  • What benefits and cost savings can I expect from implementing a chatbot?

View the presentation

Speakers
  • Lindsay Frazier, Global Solutions Director for Digital
  • Rodney Hassard, Solutions Strategy Sr. Manager and customer panel
2:00 PM – 2:45 PM

Still sitting on Avaya or Cisco in the contact center? You’ll want to hear about PureBridge

Silos of disparate communications and contact center technologies result in inconsistent customer experiences, agent frustration and operational inefficiencies. Hear directly from a customer panel that include HP, Rogers and Becton, Dickinson and Company, about how moving to an integrated omnichannel platform brought them cost savings, better customer experiences and risk mitigation. Learn about their unique journeys from building the business case for change, to lessons learned and best practices for migrating.

View the presentation

Speakers
  • Steve Leaden, Communications & IT Consultant
  • Customer Panel featuring HP, Rogers and Becton, Dickinson and Company
  • Fernando Egea, VP Strategic Solutions
  • Kevin Krempulec, VP Strategic Solutions
3:00 PM – 3:45 PM

Beyond Traditional Planning and Optimization - Artificial Intelligence within Workforce Optimization

Contact centers handle a multitude of interactions with customers and prospects every day – conversations that hold valuable insights into trends, issues and business performance. The information hidden within those conversations could hold the keys to improving contact center revenue, reducing costs and improving the customer experience the contact center delivers.

The rise in AI, decision support, automation and chatbots for customer service has exploded. Streamlining traditional quality management processes and outcomes with automation and intelligence is moving beyond speech and text. Learn how AI and machine learning will change historical processes within traditional workforce planning and optimization.

View the presentation

Speakers
  • Cam Smith, Strategic Solutions Director
  • Rakesh Tailor, Business Application Strategy
3:00 PM – 3:45 PM

PureSuccess: Our New Approach to Servicing Customers and Partners Throughout Their Journey

Choosing the right technology is only part of the equation. It’s crucial to have the right expertise to guide you at every step of your journey -- and that holds true with your experience with Genesys.

This session will explain the new tailored nature of PureSuccess and how it helps you set your strategy, prepares your business for change, maintains seamless operations, and makes sure your Genesys platform is optimized to get the most from your investment.

Speaker
  • Charlie Godfrey, panel from Strategic Business Consulting, Professional Services, Genesys University, and Customer Care
3:00 PM – 3:45 PM

Why Augmented Reality Matters More Than You Think

Why did you switch to "always-on" internet? Why did you switch to a single device that was a phone, a camera, and a Walkman when you already had these capabilities? Join us as we use hands-on experiences to learn why "Data in the Eyes and in the Ears" will change your consumers and your business.

View the presentation

Speakers
  • David Whitmarsh, US Technology Manager, Becton Dickinson and Company
  • Laura, Rehbein, Global Service Technology Manager
  • Becton Dickinson and Company
  • Bill Myers, Founder, New Territory
  • Abi Chandra, Marketing Sr. Director, Cloud
  • Chip McCoy, Marketing Director for Technology Evangelism
3:00 PM – 3:45 PM

Still sitting on Avaya or Cisco in the contact center? You'll want to hear about PureBridge.

Silos of disparate communications and contact center technologies result in inconsistent customer experiences, agent frustration and operational inefficiencies. Hear directly from a customer panel that include HP, Rogers and Becton, Dickinson and Company, about how moving to an integrated omnichannel platform brought them cost savings, better customer experiences and risk mitigation. Learn about their unique journeys from building the business case for change, to lessons learned and best practices for migrating.

View the presentation

Speakers
  • Steve Leaden, Communications & IT Consultant
  • Customer Panel featuring HP, Rogers and Becton, Dickinson and Company
  • Fernando Egea, VP Strategic Solutions
  • Kevin Krempulec, VP Strategic Solutions
3:00 PM – 3:45 PM

Strategic Planning on Your To Do? If so, You'll Want to Know About Decisions.

If you were to ask a seasoned contact center executive the definition of workforce management, they would reply with some form of this... workforce management is the art and science of ensuring the contact center has the right number of resources available at the right time in order to hit specific service standards. But traditional workforce management software doesn't do so well with longer term planning. Join us as we discuss exactly why we need to think about strategic planning, how to optimize strategic plans, decision analyses that strategic planning models enable, and the benefits associated with doing so. Andrea King and Max Macdonald, Senior WFM Analysts from Anthem will present on how they use Decisions and answer any questions you may have.

View the presentation

Speakers
  • Ric Kosiba, VP Decisions
  • Andrea King, Senior WFM Analyst, Anthem
  • Max Macdonald, Senior WFM Analyst, Anthem
4:15 PM – 5:00 PM

How Do You Wrap Personas, Behaviors & Predictions Into Your Customer’s Journey? With Blended AI, of course!

Create smarter agents, get happier customers, and see better outcomes by integrating your contact center with marketing solutions (Salesforce, Marketo, Hubspot) and AI.

  • See what customers are doing before, during and after their interaction
  • Notify reps about important visitors and their behaviors
  • Act automatically to engage buying interest or need for support
  • Predict how, when and with whom to engage needs, interests and goals

Learn more about our latest acquisition, AltoCloud, and how AI can show exactly what’s going on with your customer’s digital behavior, with context behind each step of their journey.

View the presentation

Speakers
  • Dan Arra, VP Sales for AltoCloud
  • Paul O'Dwyer, Sales Engineering for AltoCloud
4:15 PM – 5:00 PM

Genesys User Groups: Come Join Our Community!

Interested in talking to your peers about getting the most from your Genesys technologies? Now you can! Join the largest independent community of Genesys customers with over 130 companies and 370 members, eight years running.

A panel of members will share their experiences, key benefits, types of participation, and answer your questions. Everyone is welcome from IT to contact center operations across all Genesys products. Learn what members have gained from being part of this strong community, and how you can be part of it!

View the presentation

Speaker
  • John Heiberger, President of Lucilium LLC
4:15 PM – 5:00 PM

Workforce Engagement Management (WEM): It's Time to Balance Optimization with Engaging Contact Center Employees

Workforce Engagement Management (WEM) solutions help drive employee engagement, but while the market moves to engagement, cost and resource effectiveness cannot be ignored. 72% of contact center costs are labor, so saving time is still an important consideration and is at the heart of a WEM solution.

Join us to hear about key areas of WEM functionality, including:

  • Recruitment and onboarding
  • Evaluation and improvement through knowledge transfer, AI, quality assurance and speech and text analytics
  • Greater time management tools reducing administrative overhead
  • Assistance and task management through process automation, knowledge centers and intelligent assistants.
  • Gamification of metrics and recognition

View the presentation

Speakers
  • Cam Smith, Strategic Solutions Director
  • Steve Kosiba, Product Marketing Manager for WFO and Decisions
4:15 PM – 5:00 PM

You don’t know how good you could be! – Reaching new levels of routing and business performance by leveraging AI and machine learning with Genesys Predictive Routing!

Contact centers are being asked to do more than just provide a fast speed of answer or service level. Business outcomes like FCR, NPS, as well as revenue, and customer retention are becoming more in focus as measures of success. Understanding the pieces and relationships of customer and agent profiles that drive successful business outcomes is a huge effort. Then, you have the task of connecting the right customer with the right agent in real-time, which can require layers of logic and rules. Hear how Rogers, a leading Canadian telco, has used Genesys Predictive Routing to discover how good they can be. AI and machine learning have helped them parse through the mountains of big data and put business outcomes at the center of their routing decisions.

Speakers
  • Jose Nogueira, Manager Workforce Projects at Rogers Communications
  • Charles Godfrey, Global Solution Services Director
  • Guillaume Calot, Global Director of Solution Strategy
4:15 PM – 5:00 PM

Cloud Shifting – A Surprising Look at Cloud’s Historical and Future Effect on Society and Your Business Identity

‘Cloud Shifting’ -- getting to the point where cloud is ubiquitous and assumed -- is not the first exponential change on our society. In history, there have been other events which have dramatically shaped the landscape of the world. In this substantive and entertaining journey, you will learn its surprising effects and if you need to reconsider your approach to cloud.

View the presentation

Speakers
  • Abi Chandra, Marketing Sr. Director, Cloud
  • Chip McCoy, Marketing Director for Technology Evangelism
4:15 PM – 5:00 PM

Taking Your Customers From Satisfied to Loyal to Advocate! Redefining Design and Delivery for Advocacy

In the battleground for customers, meaningful connections are more critical than ever. Taking a customer from satisfied to loyal to advocate requires focus and nurturing throughout the journey.

Learn the critical behavior elements that lead to advocacy and how to compose your system so you’re not left behind your competitors. Top 3 Elements to building the right behaviors for advocacy include:

  • Empathy
  • Anticipation: Delight but not before you have the basics (foundational)
  • Authenticity

Join us to see the blueprint for building a customer base full of advocates!

View the presentation

Speakers
  • Jason Lock, Head of Contact Centres West New Zealand, WestPac
  • Javier Silva, Sr. Director Contact Center LATAM, VTR
  • Rafael Aguirre, Operations & Customer Service Director LATAM, Oriflame
  • Musa Hanhan, CCXP, Head of Global NPS & CX Design, Genesys

Thursday, May 3rd

11:15 AM – 12:00 PM

You’re Sitting on a Sales and Marketing Goldmine! Hear how to Extract Actionable Insights with Genesys Use Cases'

In The American Claimant by Mark Twain, Colonel Mulberry Sellers cries, “There’s gold in them thar hills.” Today, the gold is locked inside your customer engagement systems -- gold that’s so precious to marketing and sales. It’s where you’ll find insightful nuggets about your customers’ behaviors and actionable insights to help you better engage them.

Come and hear how Genesys sales and marketing use cases unlock that valuable treasure trove of rich data and help you drive greater lead generation, increase your sales conversion rates, and better understand the effectiveness of your online and offline campaigns.

View the presentation

Speakers
  • Brendan Dykes, Genesys Business Consulting
  • Tibor Vass, Strategic Solutions Director
  • Lisa Gilbert, Senior Principal Business Consultant
11:15 AM – 12:00 PM

Maximizing Your Investment: How Genesys Is Combining Subscription, Prescriptive Use Cases & PureSuccess to Help You Achieve Business Outcomes

Welcome to Genesys Subscription Journey, a game show dedicated to successful paths to maximizing your CX investment!

Watch as contestants travel the path to delivering a powerful customer experience using a combination of prescriptive use cases, tailored services, and flexible subscription pricing. See all the ways that a Genesys Subscription Journey helps you provide a differentiated, market-disrupting experience for your customers!

View the presentation

Speakers
  • Charlie Godfrey, Global Solution Services Director
  • Derek Adams, Sr. Product Marketing Manager
11:15 AM – 12:00 PM

How Do You Wrap Personas, Behaviors & Predictions Into Your Customer’s Journey? With Blended AI, of course!

Create smarter agents, get happier customers, and see better outcomes by integrating your contact center with marketing solutions (Salesforce, Marketo, Hubspot) and AI. Together they can help you:

  • See what customers are doing before, during and after their interaction
  • Notify reps about important visitors and their behaviors
  • Act automatically to engage buying interest or need for support
  • Predict how, when and with whom to engage needs, interests and goals

Join us to learn more about our latest acquisition, AltoCloud, and how through the power of AI you can see exactly what’s going on with your customer’s digital behavior and with true context behind each step of their journey.

View the presentation

Speakers
  • Dan Arra, VP Sales for Altocloud
  • Paul O'Dwyer, Sales Engineering for Altocloud
11:15 AM – 12:00 PM

Don't Wait Until It's Too Late! Amazing Business Continuity Stories

These are the real stories. People, just like you using Genesys solutions day-to-day as they engage their customers and employees.

In this session you’ll hear stories from companies that found themselves in perilous situations for a variety of reasons -- and the ingenuity and tools they used to pull through. You’ll walk away with ideas for improving engagement and business continuity within your own business during times of crisis. Don’t wait until it’s too late think about business continuity.

Speakers
  • Henry Marr, South Carolina Federal Credit Union
  • Tommy Flow, CareFirst BlueCross BlueShield
  • Carl Williams, CEO, Akyta (formerly Entrust Energy)
  • Wendy Mikkelsen, Director Product Marketing
11:15 AM – 12:00 PM

Why Augmented Reality Matters More Than You Think

Why did you switch to ‘always-on’ internet? Why did you switch to a single device that was a phone, a camera, and a Walkman when you already had these capabilities? Join us as we use hands-on experiences to learn why ‘Data in the Eyes and in the Ears’ will change your consumers and your business.

View the presentation

Speakers
  • David Whitmarsh, US Technology Manager, Becton Dickinson and Company
  • Laura, Rehbein, Global Service Technology Manager
  • Becton Dickinson and Company
  • Bill Myers, Founder, New Territory
  • Abi Chandra, Marketing Sr. Director, Cloud
  • Chip McCoy, Marketing Director for Technology Evangelism
2:15 PM – 3:00 PM

Looking to Outsource Your Debt Collection? It's Easy With Latitude.

Latitude Agency Interface Manager lets creditors easily and securely manage outsourced debt collection using automated processes and secure communications between creditors and their external vendor partners. Joins us to learn how to develop outsourcing strategies, implement champion / challenger programs, measure performance and how to put automation to work for you.

View the presentation

Speakers
  • Kenny Goedelman, Director, Principal Solutions Architect, ARM
  • Ian Winder, Strategic Relationship Manager
2:15 PM – 3:00 PM

Genesys User Groups: Come Join Our Community!

Interested in talking to your peers about getting the most from your Genesys technologies? Now you can! Join the largest independent community of Genesys customers with over 130 companies and 370 members, eight years running.

A panel of members will share their experiences, key benefits, types of participation, and answer your questions. Everyone is welcome from IT to contact center operations across all Genesys products. Learn what members have gained from being part of this strong community, and how you can be part of it!

View the presentation

Speaker
  • John Heiberger, President of Lucilium LLC
2:15 PM – 3:00 PM

You’re Sitting on a Sales and Marketing Goldmine! Hear how to Extract Actionable Insights with Genesys Use Cases

In The American Claimant by Mark Twain, Colonel Mulberry Sellers cries, “There’s gold in them thar hills.” Today, the gold is locked inside your customer engagement systems -- gold that’s so precious to marketing and sales. It’s where you’ll find insightful nuggets about your customers’ behaviors and actionable insights to help you better engage them.

Come and hear how Genesys sales and marketing use cases unlock that valuable treasure trove of rich data and help you drive greater lead generation, increase your sales conversion rates, and better understand the effectiveness of your online and offline campaigns.

View the presentation

Speakers
  • Brendan Dykes, Genesys Business Consulting
  • Tibor Vass, Strategic Solutions Director
  • Lisa Gilbert, Senior Principal Business Consultant
2:15 PM – 3:00 PM

You don’t know how good you could be! – Reaching new levels of routing and business performance by leveraging AI and machine learning with Genesys Predictive Routing!

Contact centers are being asked to do more than just provide a fast speed of answer or service level. Business outcomes like FCR, NPS, as well as revenue, and customer retention are becoming more in focus as measures of success. Understanding the pieces and relationships of customer and agent profiles that drive successful business outcomes is a huge effort. Then, you have the task of connecting the right customer with the right agent in real-time, which can require layers of logic and rules. Hear how Rogers, a leading Canadian telco, has used Genesys Predictive Routing to discover how good they can be. AI and machine learning have helped them parse through the mountains of big data and put business outcomes at the center of their routing decisions.

Speakers
  • Jose Nogueira, Manager Workforce Projects at Rogers Communications
  • Charles Godfrey, Global Solution Services Director
  • Guillaume Calot, Global Director of Solution Strategy

Technical Track

 

Wednesday, May 2nd

11:15 AM – 12:15 PM

Build a Bot Workshop: Become an AI composer in just one hour!

Now you can take advantage of the power of Artificial Intelligence - with limited to no technical skills. Join this session to get hands on experience to build your own chatbot and personalize it! By the end of the session, you will have built your very own chatbot using Genesys capabilities including Natural Language Understanding, self-service features, blended AI and MicroApps! Don't forget to bring your laptops!

*Customer Only Session

View the presentation

Speakers
  • Dipali Mehta, Director Product Marketing
  • Rob Blane, Solutions Lead
11:15 AM – 12:00 PM

Get the Most Out of PureCloud Analytics and Reporting

We'll dig deeper into insights gained from PureCloud analytics and reporting, including new abandon time windows and enhanced agent performance, queue performance, and interaction views. Learn how to harness the power of these dynamic views by leveraging filters, date windows and drill downs. Also, get a sneak peek into what’s next on the roadmap!

View the presentation

Speakers
  • Jeroen Buis, Director, Product Management
  • Darlene Oordt, Sr. Director, Product Management
11:15 AM – 12:00 PM

PureConnect Roadmap: Accelerating Innovation

Come find out what’s new and planned with PureConnect! Learn how your PureConnect investment will secure your future and help you keep pace with your customers. And be the first to hear about a new, common technology framework between PureCloud, PureConnect and PureEngage – one that will scale innovation beyond anything we’ve seen in our industry.

Speakers
  • Geoff Calhoun, Director of Product Management
  • Rob Kassel, PureConnect Product Management Pros
2:00 PM – 2:45 PM

PureConnect Roadmap: Accelerating Innovation

Come learn what’s new with PureConnect! In this session we will explore recent improvements and planned enhancements for PureConnect and PureConnect Cloud. In particular, we will reveal how Genesys is developing exciting new capabilities to deliver revolutionary customer service using PureConnect.

Speakers
  • Geoff Calhoun, Director of Product Management
  • Rob Kassel, PureConnect Product Management Pros
2:00 PM – 2:45 PM

Kickstart Your Digital CX Transformation with PureCloud

Customer demand for digital solutions has never been greater. Yet some companies aren’t keeping pace with customer needs. Start your CX transformation today! We’ll show you how easy it is to optimize your digital strategy, with a closer look at some of our omnichannel tools. Come see what's new and improved, including SMS, email handling, agent and customer co-browsing. We will not only look at how simple it is to implement these channels but also show how to put an omnichannel Quality Management program in place, including omnichannel recording and screen recording.

View the presentation

Speakers
  • Jeroen Buis, Director, Product Management
  • Katie Ritz, Sr Product Manager
3:00 PM – 3:45 PM

PureEngage Roadmap: Engage the new consumer with AI, disruptive channels and the human touch.

Customer expectations continue to shift. With traditional human conversations viewed as reactionary, the hype surrounding new engagement methods - such as AI, chatbots and social media - are at a peak.

Facebook, WhatsApp, Apple, Google are setting new expectations for how consumers want to engage. The latest example is Apple Business Chat as a customer service channel. At the same time, businesses need to counter the huge growth in contact volume with automation, while still differentiating with end-to-end experiences.

Come meet our product management team and hear about the PureEngage roadmap and how we’re arming you with AI and social tools.

Speakers
  • Lindsay Frazier, Global Solutions Director
  • John Tallarico, VP of Product Management
  • Rodney Hassard, Solution Strategy Senior Manager
  • Remy Claret, Director Product Marketing
  • Chris Connolly, VP Product Marketing
3:00 PM – 3:45 PM

PureCloud Roadmap 101: Overview

Curious about where PureCloud is heading? (Hint: It's really exciting!) Join PureCloud Product Management to hear about new features and product updates coming in 2018, including omni-channel enhancements, improved reporting and analytics, and growing platform capabilities. In addition, you’ll learn about our plans for expanding our global capabilities with PureCloud Voice and Bring Your Own Carrier. Not only will you walk away with a wealth of information, you’ll have a chance to win a prize playing Roadmap Bingo!

Speakers
  • Aaron Chaskelis, Director, Product Management
  • Mike Szilagyi, SVP, Product Management
4:15 PM – 5:00 PM

PureCloud 401: Deep Dive

Join PureCloud Product Management for a dive deep into some very exciting areas of focus for 2018. We’ll discuss details around PureCloud Voice expansion, Bring Your Own Carrier and enhanced capabilities to access control. And because we know you’ll have some burning questions for our panel of Product experts, we’ll leave time for Q&A at the end. We think you’ll come away from this session excited for what’s to come in 2018!

Speakers
  • Aaron Chaskelis, Director, Product Management
  • Jereon Buis, Director, Product Management
  • Zach Brettnacher, Director, Product Management
4:15 PM – 5:00 PM

Life-Saving Business Transformation: from Concept to Reality in Eight Months

Non-profit distress centers help people in crisis. But often, small centers are spread across large areas, without budget or expertise for enterprise-class contact centers. They rely on technology that doesn’t support the ways people communicate (like chat and text). In a world where amazing technology sits on our wrists, shouldn’t it be easier for distress centers to connect with people who need them? In this inspiring session, hear about Canada Suicide Prevention Centers’ transformative journey to build a virtual multichannel national suicide prevention service. With Genesys PureConnect Cloud integrated with Suicide CRM, this first-of-its-kind solution was designed and deployed in under 8 months; on-time, on-budget, and saving 87 lives, starting with its first night live!

View the presentation

Speakers
  • Roberta J. Fox-Lawson, Founding & Interim CEO
  • Crisis Services Canada & Chief Innovation Officer, FOX GROUP Technology
  • John McClelland, Contact Center Specialist, Rogers Communications
  • Pierre Lemoine, President & Co-Founder, Quovim C3 Inc,
  • Eric Dauphinais, Senior Solution Architect, Quovim C3 Inc.

Thursday, May 3rd

11:15 AM – 12:15 PM

Build a Bot Workshop: Become an AI composer in just one hour!

Now you can take advantage of the power of Artificial Intelligence - with limited to no technical skills. Join this session to get hands on experience to build your own chatbot and personalize it! By the end of the session, you will have built your very own chatbot using Genesys capabilities including Natural Language Understanding, self-service features, blended AI and MicroApps! Don't forget to bring your laptops!

*Customer Only Session

View the presentation

Speakers
  • Dipali Mehta, Director Product Marketing
  • Rob Blane, Solutions Lead
11:15 AM – 12:00 PM

PureEngage Roadmap: Employee Engagement & Business Optimization

Most businesses compete primarily on the basis of customer experience (CX), but in 2018 it’s no longer enough to make CX a high corporate priority. The first next competitive frontier is employee experience (EX) and business optimization. Hear directly from product leaders about the exciting new capabilities for employee engagement and business optimization in PureEngage.

Speakers
  • Cameron Smith, Strategic Solutions Director
  • Rick Phung, Senior Director, Product Management
  • Guillaume Calot, Global Director of Solution Strategy
  • Remy Claret, Product Marketing Director
  • Chris Connolly, VP Product Marketing
11:15 AM – 12:00 PM

Accelerate Your Digital Transformation with PureConnect

Hear directly from product and engineering leaders about the exciting new digital capabilities for PureConnect.

This insightful session will explore new Genesys chat widgets, social media and omnichannel routing capabilities. Join this session for tips on how to architect, implement and configure these new capabilities.

View the presentation

Speakers
  • Chuck Kirkpatrick, Product Line Manager, PureConnect Digital
  • Kyle Duke, Software Engineer
2:15 PM – 3:00 PM

PureEngage Roadmap: Engage the new consumer with AI, disruptive channels and the human touch.

Customer expectations continue to shift. With traditional human conversations viewed as reactionary, the hype surrounding new engagement methods - such as AI, chatbots and social media - are at a peak.

Facebook, WhatsApp, Apple, Google are setting new expectations for how consumers want to engage. The latest example is Apple Business Chat as a customer service channel. At the same time, businesses need to counter the huge growth in contact volume with automation, while still differentiating with end-to-end experiences.

Come meet our product management team and hear about the PureEngage roadmap and how we’re arming you with AI and social tools.

Speakers
  • Lindsay Frazier, Global Solutions Director
  • John Tallarico, VP of Product Management
  • Rodney Hassard, Solution Strategy Senior Manager
  • Remy Claret, Director Product Marketing
  • Chris Connolly, VP Product Marketing
2:15 PM – 3:00 PM

Accelerate Your Digital Transformation with PureConnect

Hear directly from product and engineering leaders about the exciting new digital capabilities for PureConnect.

This insightful session will explore new Genesys chat widgets, social media and omnichannel routing capabilities. Join this session for tips on how to architect, implement and configure these new capabilities.

View the presentation

Speakers
  • Chuck Kirkpatrick, Product Line Manager, PureConnect Digital
  • Kyle Duke, Software Engineer
2:15 PM – 3:00 PM

PureConnect Roadmap: Accelerating Innovation

Come learn what’s new with PureConnect! In this session we will explore recent improvements and planned enhancements for PureConnect and PureConnect Cloud. In particular, we will reveal how Genesys is developing exciting new capabilities to deliver revolutionary customer service using PureConnect.

Speakers
  • Geoff Calhoun, Director of Product Management
  • Rob Kassel, PureConnect Product Management Pros

Partner Track

 

Wednesday, May 2nd

11:15 AM – 12:00 PM

SIP Transformation is Not Simple! Can you hear me now? New technologies to enhance voice quality and reduce risk.

Where are you in your SIP migration? Using expensive MPLS? Considering SIP Trunks and how to manage their SLAs, the benefits of WebRTC or looking at how to leverage Work at Home Agents over public internet? Soft phone or hard phone? How to detect, analyze voice quality issues and mitigate them? Is your network ready? Come hear how over the last five years AudioCodes solutions have helped Lenovo, A $43B global technology company, and Purdue University Global, ranked 5th best public university in the U.S, achieve success by reducing cost and complexity while enhancing their CX.

Tightly integrating a Genesys-certified, OEM’d synergistic system of SBCs, Gateways, Phones & Voice Quality Monitoring – all operating from a single management tool set and supported by a single vendor team - AudioCodes is the only Genesys OEM global strategic partner that offers a full life-cycle program. It provides products, planning & design consultancy, network readiness assessments, experienced engineers for implementation & testing, and day-two services.

View the presentation

Speakers
  • Ronald Mitchell, Director, World Wide Contact Centers, Lenovo US
  • Bill Boga, Director of Telecom Engineering and Communications Architecture, Purdue University Global
  • Larry Clarkson, NA CTO, AudioCodes
  • Sharone Ben-Levi, VP Business Development, AudioCodes
11:15 AM – 12:00 PM

Analyzing CX Operations and Agent Behaviors on PureEngage

To discover day-to-day contact center operational issues, customer service professionals run summary reports, look at customer survey results, and get IT to examine low level system details... But without detailed analytics, some poor customer experiences are hard to find. Are you struggling to identify problematic agent behaviors and other operational issues on PureEngage? Then join us to learn how you can visualize your contact center activities and see issues in real time with Aria’s Visualizer, empowering your team to make proactive, insights-driven decisions.

View the presentation

Speaker
  • Ron Owens, SVP of Operations, Aria Solutions
  • Chris Theriault, Project Marketing Manager, Aria Solutions
  • Brad McBride, I.S. Manager, J.B. Hunt Transport
2:00 PM – 2:45 PM

Turning Your Contact Center into a Source of Customer Admiration

Most customers dread the thought of calling a contact center almost as much as going to the dentist for a root canal. However, it doesn’t have to be that way! By focusing on two key attributes, warmth and competency, you can transform your contact center into a source of customer admiration.

During our discussion, we’ll explore the importance of projecting warmth and competency during contact center interactions, the science and research demonstrating the importance of these attributes, and the barriers many organizations face when attempting to develop them.

Through a mix of humor and thought-provoking insight, this session provides actionable information you can use to transform your contact center into a source of customer admiration.

View the presentation

Speaker
  • Kurt Schroeder, Chief Experience Officer, Avtex
2:00 PM – 2:45 PM

Case Study: Combining Thought Leadership and Next-Generation Technology to Optimize your Contact Centre

View the presentation

Speaker
  • Stephen Irecki, Head of Consulting, eMite
  • Steve Kim, Innovation Director, Akyta | Entrust Energy
3:00 PM – 3:45 PM

The Contact Center Cure: How Sutter Health & Semafone improved customer care, while simplifying PCI DSS compliance and strengthening data security

Even in today’s digital age, traditional contact centers remain vital customer interaction hubs. For those that handle payments, however, it is challenging to comply with the ever-evolving Payment Card Industry Data Security Standard (PCI DSS) and ensuring a positive customer experience. In this case study presentation, learn how Sutter Physician Services, a leading healthcare organization, is simplifying PCI DSS compliance and delivering more personalized patient care – while protecting payment transactions – with the help of Genesys and Semafone.

View the presentation

Speakers
  • Alicia Gee, Director of Unified Communications, Sutter Health
  • Steve Chambers, General Manager and Vice President of Patient Access Solutions, Sutter Health
  • Alan Watson, Head of Pre-sales Engineering, Semafone
3:00 PM – 3:45 PM

Reimagining the Service Experience

Join us to learn how Business and IT teams are working together at Anthem, to deliver unparalleled customer experience and dramatically lower operating costs by leveraging Genesys platform and agile delivery model.

Speaker
  • Jillaine Horn, VP - Service Experience Business Leader, Anthem
  • Anil Ravula, Staff VP - Service Experience Technology, Anthem
  • Ravi Sivalingam, Digital Customer Experience Leader, Cognizant
4:15 PM – 5:00 PM

Don’t Let Unpredictability Catch You with Your Service Levels Down

Kaiser Permanente, a nationwide health insurer and healthcare provider, with approximately 11 million health plan members, 200,000 employees, 21,000 physicians, 39 medical centers, and 720 medical offices, required an innovative way to meet stringent service levels commitments. Through a large scale transformation and managed services opportunity, OpsTel Services was engaged to create a solution to address the following challenges:

  • Ability to react quickly to finite service levels fluctuations with precision
  • Scattered performance metrics with limited views
  • No way to schedule temporary agent skills configuration adjustments
  • Complex point solution administration interface increases human error risk
  • Lack of end to end audit trail activity reporting

View the presentation

Speaker
  • Ian McEnaney, Contact Center Strategy Leader, Kaiser Permanente
4:15 PM – 5:00 PM

The PCI Compliance Puzzle: Piecing Together PCI Compliance and the Customer Experience Within the Contact Center

Join us to hear how we helped one of our customers address the PCI DSS compliance challenge within their contact center. In addition, we will be discussing the regulations involved in this area and where the business challenges lie in the ever, evolving market. Hear from our experts on how to build the business case for the right technical solution to ensure you are compliant.

View the presentation

Speakers
  • David Swift, Channel Sales Director, PCI Pal
  • Grafton Potter, Vice President of Sales, PCI Pal

Thursday, May 3rd

11:15 AM – 12:00 PM

Harness a new channel to the contact center – the television!

This session covers leveraging apps on devices like AppleTV and smart televisions to connect consumers to a customer service representative. This innovative approach enables a new channel to engage, sell and support in new ways. Come find out more about TV Connector by Softphone.

View the presentation

Speaker
  • Bartolomeo Sorrentino, CTO, SoftPhone
11:15 AM – 12:00 PM

Our Artificial Intelligence Journey

Ian will share the famous UK retailer’s journey with AI over the last 12 months. How, together with their partner, Anana, they recognised the need for a virtual assistant, selected the right solution, identified the use-cases, tightly integrated it with Genesys and created the right operational model. Plus, of-course the results!

View the presentation

Speaker
  • Ian Mahoney, Head of Technology for Contact Centers, Marks and Spencer
2:15 PM – 3:00 PM

Using PureConnect in the Enterprise

Fortune 15 Cardinal Health and ConvergeOne will explore the benefits and pitfalls of using PureConnect premise in an enterprise environment with multiple contact centers.

View the presentation

Speaker
  • ConvergeOne

DevCon

 

Wednesday, May 2nd

All Day

Hackathon

Hackers will be challenged to create a solution on the Genesys PureCloud platform, PureConnect platform or PureEngage platform. Winners will be selected based on how innovative their solutions are—in the area of customer experience—and how they contribute to the greater good.

11:15 AM – 12:00 PM

PureConnect Integration Options

A tour of the many ways to integrate with and develop for the PureConnect platform. This session introduces many of the PureConnect technical deep-dive breakout sessions throughout the conference.

View the presentation

Speaker
  • Brent Rager, Team Lead, Sr. Software Engineer
11:15 AM – 12:00 PM

The PureEngage Cloud API

Genesys Web Services v9.0 is new from the ground up and built specifically for PureEngage Cloud. Learn how to use GWS 9 to perform Oauth authentication, provision agents, consume statistics, and interact with Workspace.

View the presentation

Speaker
  • GWS Engineering Team
11:15 AM – 12:00 PM

Customizing PureConnect with Interaction Designer

Explore the power of Interaction Designer, and how to build customization for PureConnect. Interaction Designer is a powerful tool that enables ACD routing customizations, integrations with databases and data sources, REST and SOAP based web services, and enhances the end user applications. In this session we will learn about Interaction Designer, explore customization points, and review common customization that can be deployed.

View the presentation

Speakers
  • Jaclyn Spillane, Manager, Global Technical Sales Systems
  • Chas Bowman, Sr. Technical Sales Consultant
11:15 AM – 12:00 PM

Building a next generation Cloud Architecture with Microservices

Learn about all the possibilities of a microservices cloud architecture.

Speaker
  • Glenn Nethercutt, Manager, Chief Architect
2:00 PM – 2:45 PM

Integrating with PureEngage Cloud

Learn how to extend the capabilities by integrating into PureEngage Cloud. We will discuss integrations points in Designer, Workspace, and Pulse.

View the presentation

Speakers
  • Jim Crespino, Director, Developer Enablement
  • Ali Hockeborn
2:00 PM – 2:45 PM

Custom Dashboards with Genesys Pulse

Come discover the multiple ways to customize your Pulse real-time dashboards and join us for a walk through the Pulse API to create new visualizations. We will explore how to consume Genesys real-time statistics and expose them to a broader audience with the Genesys Dashboard Community Center.

Speaker
  • Arnaud Lejeune, Product Line Manager, Genesys
2:00 PM – 2:45 PM

Building on PureCloud Part 1 - PureCloud Public API and OAuth

In the first of a four part series, learn about building with the PureCloud Public API and oAuth.

View the presentation

Speaker
  • Kevin Glinski, Developer Evangelist
3:00 PM – 3:45 PM

New Tech, New Types, Being Social in Connect

Attend this session to get a first look around our exciting new PureConnect Social Media functionality leveraging the Genesys Hub!

Learn and interact directly with development for a deeper dive into the technologies and architectural design that has been developed to bring ACD-based Social Media Conversation and Direct Messaging interactions for Facebook and Twitter into Interaction Connect and the PureConnect platform. Dive into the new technology stack for Social Media (docker containers, Kafka, Redis, etc.) and what it means to you and your organization.

View the presentation

Speakers
  • Brent Rager, Team Lead, Sr. Software Engineer
  • Chuck Kirkpatrick, Product Line Manager
3:00 PM – 3:45 PM

Digital Channels for a Digital World

The Genesys Mobile Service (GMS) API makes it easy to integrate Chat, Email, and OpenMedia interactions into your consumer facing application. Learn how easy it is to integrate these channels into your Mobile and Web applications.

View the presentation

Speaker
  • Jim Crespino, Director, Developer Enablement
3:00 PM – 3:45 PM

Building on PureCloud Part 2 - Embedding PureCloud into your existing Web Apps

In the second of a four-part series, learn how you can easily embed PureCloud into your existing business systems to provide a seamless user experience.

Speaker
  • Travis Cawthorn, Team Lead, Sr. Software Engineer
3:00 PM – 3:45 PM

Genesys Widgets for PureConnect

Learn about how Genesys Widgets is coming to PureConnect.

We’ll discuss Widgets and how they can empower your websites and web applications to provide a custom-tailored and intelligent customer experience.

Topics include:

  • The new PureConnect Web Chat Widget
  • How it differs from Interaction Web Tools
  • The Widgets customization view being added to Interaction Connect
  • The new opportunities for extensibility via the Widgets ICWS APIs

View the presentation

Speaker
  • Kyle Duke, Software Engineer
4:15 PM – 5:00 PM

PureConnect: ICWS API

Join us to discover the functionality provided by Interaction Center Web Services (ICWS), PureConnect's REST API.

We’ll cover seasoned feature areas and concepts such as getting connected to your Interaction Center instance, handling interaction and processing statistics. We’ll sneak into some of the community technology previews (CTP) feature suites so you can get a glimpse of the new features coming to ICWS. We’ll also discuss some critical core concepts such as subscriptions and polling vs pushed server updates.

Learn how you can leverage the very same APIs PureConnect’s latest products are built on to craft your own next generation applications.

Speaker
  • Charlie Fico, Team Lead, Sr. Software Engineer
4:15 PM – 5:00 PM

Genesys Widgets - A Primer

Genesys Widgets are pre-built web UI components designed to work with Genesys Mobile Services out-of-the-box. Learn how easy it is to integrate the instrumentation code into your web applications and how to taylor the widgets to your contact center needs.

Speaker
  • Ben Friend, Manager, Development
4:15 PM – 5:00 PM

Building on PureCloud Part 3 - Custom Analytics Reporting App

In the third of a four part series, learn how to build your first PureCloud custom analytics reporting app.

View the presentation

Speaker
  • Tim J. Smith, Sr. Developer Evangelist

Thursday, May 3rd

All Day

Hackathon

Hackers will be challenged to create a solution on the Genesys PureCloud platform, PureConnect platform or PureEngage platform. Winners will be selected based on how innovative their solutions are—in the area of customer experience—and how they contribute to the greater good.

11:15 AM – 12:00 PM

Building Conversational Bots with Amazon Lex & Alexa

Learn the fundamentals of speech recognition and natural language understanding from the contact center perspective by using Amazon Lex and Alexa skills. Join this session to best understand how today’s voice user interface can be used to drive customer satisfaction. By the end of the session you will have built your first Alexa skill.

Speaker
  • Jay Years, Partner Solutions Architect, AWS
11:15 AM – 12:00 PM

Enhance CX with AI using the new Genesys Bot Gateway

The Genesys Bot Gateway is a new component of the Genesys eServices Product Suite. The Java-based Bot Gateway plug-in framework makes it easy to to use pre-built AI offerings from our partners, or to roll your own.

View the presentation

Speaker
  • Jim Crespino, Director, Developer Enablement
11:15 AM – 12:00 PM

PureConnect: Developer Resources

Learn the many resources that are available for PureConnect developers. Knowledge is power. Developer Portal, API Doc, SDKs / example apps, DB Schema documentation, AppFoundry, and more.

View the presentation

Speaker
  • James Purciful, Director of Architecture, PureConnect R&D
11:15 AM – 12:00 PM

Building on PureCloud Part 4 – Integrating your custom App

In the last of a four part series, learn how to integrate your custom App into the PureCloud UI with the Client SDK.

View the presentation

Speaker
  • Justin Ray, Sr. Software Engineer
2:15 PM – 3:00 PM

Practical IceLib for PureConnect

Take a tour of PureConnect’s Interaction Center Extension Library for .NET (IceLib). See how quickly and easily it can be leveraged to extend the functionality of your PureConnect experience.

We will discuss topics ranging from making a connection to the Interaction Center, to retrieving configuration information, how to handle interactions (calls, chats, emails), monitoring statistics, and working with Dialer.

This mature API will help you leverage the true power hidden within your PureConnect deployment.

Speaker
  • Charlie Fico, Team Lead, Sr. Software Engineer
2:15 PM – 3:00 PM

Getting Social with Digital Messaging Server

In our Digital World, it seems like a new messaging platform pops up weekly. Learn how you can use Digital Messaging Server to integrate the messaging channels that your customer base uses into your contact center.

View the presentation

Speaker
  • Jim Crespino, Director, Developer Enablement
2:15 PM – 3:00 PM

How We Built the PureCloud Platform API’s

Learn about how we build and manage the PureCloud Platform APIs.

Speaker
  • Chuck Pulfer, Team Lead, Architect