G.Summit Asia

Google Contact Centre AI (CCAI) in the contact centre, with an interview with Telecom of Thailand (09:59mins)

• Google and Genesys have partnered, so you can deliver new world-class customer experiences — blending AI and Google voice interaction technologies with Genesys call centre automation and orchestration. Tim Dawson is here to share how the partnership has evolved and how the technology is unlocking the transformation of AI for contact centre. And later in the presentation you will hear from Telcom of Thailand.

Reimagine the Experience: What if everything we thought we knew was wrong? (5:26mins)

• At no point in recent history have words such as ‘virtual’, ‘customer’ and ‘experience’ had more significance than they do right now. The last few months have revealed insights and desires that even our customers didn’t know that they had and this has brought everything we thought we knew about the customer experience into question. It goes without saying that there are significant rewards for organisations that can respond to this shift quickly and effectively. In his virtual keynote that blurs the real with the virtual Simon Waller will encourage you to think deeper about what your customers want and how we can create more thoughtful and meaningful experiences to serve them.

Tips for ensuring a remote workforce remain happy, healthy & fit! (10:02mins)

• We asked two medical experts to share their knowledge on how business leaders everywhere can help the teams navigate through work-from-home and the new challenges that we are all facing.

The NEW Measures of CX Success from an analyst’s perspective (11:21mins)

• The presentation will share an analyst perspective on the CX challenges in last 14 weeks and what defines the new normal.  How have companies responded to this?  This presentation will help define the new measures of success as we race to embrace the digital economy?

Employee Experience – a critical pillar for CX (12:10mins)

• The business models of delivering great CX is changing rapidly and the employee is at the center of this transformation.  Work from home and the gig economy are the central pillars of this change.  Disruptive technologies also need employees to constantly upgrade their skills.  This presentation will discuss how companies can enable great customer experiences by innovating their employee experience.

Consumer research: What do empathy and trust have to do with technology? (12:59mins)

• Genesys multi-country survey finds 71% notice more personalisation in customer experience thanks to technology, but only 52% of consumers feel they’re treated with empathy. Join this webinar to learn what this means for your business and how you use technology.

Building exceptional experiences with the Genesys partner ecosystem (11:03mins)

• Join this webinar to learn how Genesys continues to create value in our partner eco-system as we deliver our vision for Experience as a Service. You will see how we are driving value through to our customers via our channel partners and integrators, strategic alliances, 3rd party applications and developer experience.

Genesys vision: Experience as a Service (08:48mins)

• Make your customer feel remembered, heard and understood. This is the foundation of an empathetic customer experience — delivered through Experience as a Service. Give every customer exactly the experience they want every time, whether that’s an agent who sympathizes while solving a complex issue or a quick answer from a bot.

Genesys Cloud: The race to the cloud is on! (12:52mins)

• You can count on the industry’s best cloud platform — Genesys Cloud. We’ve spent more than ten years refining and testing our development philosophy and platform architecture. Olivier and Keith are here to let you know what has been happening recently.

Deploying Google CCAI with Genesys Cloud – a look into the technology (29:50mins)

• Google and Genesys have partnered, so you can deliver new world-class customer experiences — blending Google’s CCAI for Conversational AI with Genesys call centre automation and orchestration. In this session you will learn how this leading-edge technology is helping to drive the right business outcomes.

Employee Gamification with Genesys’ latest Workforce Engagement Management tool (24:12mins)

• With many companies around the world now experiencing a massive increase in customer interactions whilst at the same time adjusting to a new world of remote working, businesses are looking to workforce engagement tools, including gamification, to empower and engage their contact centre agents.

Genesys Cloud product demonstration (28:55mins)

• Discover the radically easy way to give your customers what matter most – exceptional customer experience.
  Join this session to see Genesys Cloud, the the all-in-one platform that is easy to deploy and easy to use. In this demonstration you will also get to see how new feature capabilities from Genesys Cloud, including native integration with leading platforms like Microsoft teams, Zoom and many more. Join this session to see how AudioCodes offers agile WebRTC Endpoints for all Genesys platforms providing superior voice quality over open internet, without the need for VPN or complex remote management.

Customer Success with Genesys (21:04mins)

• We are with you all the way! In the world of SaaS and Cloud, Genesys Customer Success Managers work closely with you to become your Trusted Advisor, through every stage of your SaaS journey with Genesys. From initial onboarding through steady state operations all the way through contract renewals Genesys Customer Success is designed to place your journey at the centre of all that we do. Jim Campbell, Director of Customer Success, APAC will describe what Customer Success means to Genesys and the value that it brings to you.

Genesys幫助您輕鬆擁有全媒體服務中心 (26:38mins)

• Genesys 已幫助多家台湾、香港的公司和中国大陆的海外分支机构重新定義了他們的客戶體驗技術現實，把從過時、不連貫的系統演進為一個現代化的全通路客戶體驗，推動業務的發展。透過雲端的部署模型，彈性的消費模式，這套經實證的規範性方法能讓您順利地達成預期目標。而這一切都能按照您的步調進行、大幅降低風險和成本，提供合規的服務，加速實現全球業務發展的價值。

Cloud Resiliency, WebRTC Click-to-Call and endpoints to work from anywhere (18:30mins)

• Genesys provides the best contact centre software to drive remarkable customer experiences either in the cloud or on-premise for organisations of any size. To help elevate voice channel customer experience, AudioCodes offer bring-your-own carrier (BYOC) connectivity, security and voice quality monitoring.

Moving from CX continuity to sustainability (24:00mins)

• An NTT Ltd. case study on Respond. Recover. Rebound.
  With social distancing measures in place, “human touch” is probably the last thing customers want right now. “Human voice” is more important than ever as service demand levels spiked. In this interactive session, our speakers will share how our global delivery center coped with business continuity and the shift to work-from-home, and insights on how businesses can use AI technology and adjust to the new world of “center-less” call centers without compromising your service levels.

Future-proof your customer experience (28:30mins)

• More than ever before, your success is defined by the quality of your customer relationships and the experiences you deliver. The use of AI in automated systems will empower you to understand what your customers are thinking ahead of time. This allows you to engage with them when they want, where they want, and how they want – even before they contact you. Discover how Orange Business Services can partner you in your innovation and how you can future-proof your business as it continues to evolve.