03/27–30/2023 08:00 am
Join the enterprise IT community to exchange knowledge, network and explore new technologies and strategies for communications and collaboration. Now is the time to make sure your plans address the needs of your business today and in the future. Visit Genesys in booth 712 to learn how to deliver the power of empathy to every customer experience at scale.
Gaylord Palms Resort & Convention Center
Gaylord Palms Resort & Convention Center, West Osceola Parkway, Kissimmee, FL, USA
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Register now with unique Genesys code GENESYS to receive $500 off of your “Entire Event Orlando” or “Tues – Thurs Orlando” pass.
Visit Genesys Booth #712 | Listen to Genesys Executives & Customers | Interact with the Enterprise IT Community
Customers interact with brands across a spectrum of channels, and the companies that understand this are equipping themselves to deliver consistent and personalized experiences across all channels and customer interactions. Genesys experience orchestration lives at the intersection of human empathy, people-centric innovation and business viability. Your customers expect self-service digital channels and frictionless support. Genesys delivers – and will help you deliver – the power of empathy to every customer experience at scale.
Measure, monitor and orchestrate customer journeys with the Pointillist Customer Journey Management Platform™ to optimize CX and improve digital containment, contact center performance and more.
Automate and personalize experiences at scale, with a single solution that brings the best of artificial intelligence (AI) chatbots and human support together. So, your customers and employees get what they need the first time, every time. Deliver exceptional experiences and solve problems faster with Digital on Genesys Cloud.
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences.
10:00 am – 10:45 am
CCaaS Case Studies
Cloud is the wave of the future for contact center systems, promising continual feature enhancements for constantly improving customer experience, as well as business agility for responding quickly to a changing environment and supporting an agent workforce that is likely to remain hybrid if not heavily remote. But getting to the cloud can be a challenge: Legacy premises-based systems are highly customized and tightly interwoven into business practices, and some enterprise leaders retain concerns over cost and security. In this session you’ll hear from enterprise leaders who have made or are working through the tough decisions when it comes to migrating their contact center system to the cloud. They’ll share experiences and lessons learned; you’ll come away with specific advice and best practices that you can immediately put to use in your own enterprise.
Takeaways:
02:00 pm – 02:45 pm
What Comes After CCaaS?
ACD, then call center, contact center, and now contact-center-as-a-service (CCaaS) – such has been the progression of customer service technology since the late 1980s. Each iteration brought additional functionality, slowly displacing–though never completely replacing–the earlier version.
As each cycle has lasted about ten years, it’s time to start thinking about what comes after CCaaS. How have customer needs, business imperatives and technology shifted, setting the stage for the next evolution? As happened with CCaaS, are there early versions of the next generation already deployed but still labelled as CCaaS until defined as something new?
In this session, the industry’s leading contact center analyst, joined by top thought leaders in the space, will discuss the direction the market and technology are taking TODAY that will define the next generation of customer experience software. You’ll come away with a fuller view of the strategic issues facing your contact center technology choices in the coming 12 months and beyond.
Takeaways:
03:00 pm – 07:00 pm
Genesys Booth #712
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences, but don’t just take our word for it. Discover all that you can do with Genesys Cloud by stopping by our booth for a live demo!
12:00 pm – 06:00 pm
Genesys Booth #712
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences, but don’t just take our word for it. Discover all that you can do with Genesys Cloud by stopping by our booth for a live demo!
03:30 pm – 03:50 pm
Enterprise Connect Theater Presentation
Come and see us in the Enterprise Connect theater for a brief strategy and product presentation.
08:00 am – 08:45 am
Contact Centers 2026: Where We'll Be with CCaaS, AI, and WFO
The major trends driving contact center technology decisions are well under way: Enterprises are migrating seats from premises systems to Contact Center as a Service (CCaaS); AI-enabled applications are helping to improve key metrics, and workforce optimization (WFO) is helping contact centers run more efficiently. So where will contact center technology be in three years? Will the majority of seats connect to cloud-based systems? Will AI be replacing agent positions in large contact centers? What will the mix of traffic look like, and how will this be reflected in agent roles? In this session, a leading analyst who is studying all of these trends will give you his view on what to expect over the next three years. You’ll come away better prepared to set your own strategic plan for contact center technology.
Takeaways:
12:00 pm – 06:00 pm
Genesys Booth #712
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences, but don’t just take our word for it. Discover all that you can do with Genesys Cloud by stopping by our booth for a live demo!
03:00 pm – 03:45 pm
How Customer Engagement Platforms Will Drive CX 2.0
Customer engagement requires a digital-first, personalized approach. However, CRM systems, often deployed in departmental silos, cannot support customers throughout their various interaction journeys. These systems lack individual customer context, AI assistance, and automation to trigger the most relevant responses at scale.
Customer engagement platform (CEPs) break through the complexity of modern customer relationships by monitoring customer activity, analyzing behavioral insights, and orchestrating relevant interactions across customer-facing employees. The CEP’s power lies in its ability to link crucial systems and communications and then proactively deliver information.
This session, conducted by a leading customer engagement analyst, will give you a detailed examination of the market dynamics at play in the expanding CEP ecosystem, and will highlight how CEPs serve as the key to building a modern, digital ecosystem and enabling frictionless experiences. You’ll come away with a better understanding of the role CEPs can play in a successful customer experience strategy.
Takeaways:
03:00 pm – 03:45 pm
UCaaS Plus CCaaS: What are the Use Cases, Where are the Hurdles?
Most cloud communications companies now offer integrated UCaaS and CCaaS services, either as a single-vendor solution or through partnerships. But are enterprises actually leveraging these capabilities? What are the real use cases for these combined services, and are there successful customer examples? In this session, a leading analyst will moderate a panel of subject matter experts to help you understand the state of play—what does the technology enable today and what’s possible in the future; what business cases are being made and how compelling are they; and when we might see larger-scale adoption of UCaaS + CCaaS by enterprises. You’ll come away with a better understanding of where we are on the hype-vs.-reality scale.
Takeaways:
EVP & Chief Product Officer, Genesys
As Chief Product Officer, Olivier Jouve leads the company’s product, artificial intelligence and digital teams to advance market foothold in experience orchestration, enabling organizations worldwide to coordinate across the end-to-end customer journey.
SVP, Product Marketing, Genesys
As SVP of Product Marketing, Elcenora leads the company’s experience orchestration message, enabling organizations worldwide to coordinate every step of every experience across the end-to-end journey.
VP, Product, DX Platform, Genesys
As VP of Product for Digital Experiences & AI, Josh joined Genesys after spending 5 years in product management at Salesforce. Over his +20 years in product, Josh has led several product teams across software, services, and telecom verticals.
VP, Product Management, Genesys
With over 20 years of technical and leadership experience Jack Nichols serves as the Vice President of Genesys Cloud Product Management leading the organizations strategy on growth, developer, & partner ecosystems.
AVP, Enterprise Business Solutions, Voya Financial
Adam Mitchell currently serves as assistant vice president and managing director of Enterprise Business Technology at Voya Financial, Inc. where he drives impactful enterprise strategies and roadmaps to deliver best-in-class customer experiences.
Gaylord Palms Resort & Convention Center, West Osceola Parkway, Kissimmee, FL, USA
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
