Breakout
Sessions

Breakouts icon white

Buy, build & extend! See what you can do with the PureCloud platform

Jan Botha, Principal Solution Consultant, Genesys / Pierrick Lozach, Manager, Cloud Architects EMEA, Genesys

PureCloud was the original build-or-buy platform. Join us for a fun and engaging session to learn how your peers are leveraging PureCloud APIs and AppFoundry partners to accelerate innovation and improve the customer experience.

View the presentation >

Technical

11:30 - 12:15

Demystifying AI

Brendan Dykes, Senior Director, Strategic Marketing, Genesys Rob Blane, Senior Manager, Product Management, Genesys Noelia Romanillos, Business Consulting Director, Genesys

Discover what AI is and what it means, whether it’s voicebots, chatbots, machine learning or predictive routing. If you’re curious about the capabilities and real-world benefits of AI technology, get the full break down and learn how to kick-start your AI initiatives.

View the presentation >

Business, Technical

11:30 - 12:15

Google Cloud Dialogflow Virtual Agents: The Next Generation of Conversational AI

Platinum sponsor: Google

Mark Shalda, Technical Program Manager, Google

Your contact center agents are the front lines of your company and brand and every interaction and conversation is a chance to make an impact. “Conversational experience” is a new class of solutions that includes chatbots, conversational apps, etc. The common denominator is the use of Natural Language Understanding (a type of AI) technology to power interactions with humans, vs. using hard-coded scripts or trees.

Dialogflow Enterprise Edition is an emerging platform for building rich, natural conversational voice or text experiences for all kinds of enterprise use cases and across any endpoint, such as websites, apps, messaging platforms, and devices. If you’re thinking about moving into conversational AI, join this session to learn more about how conversational AI can impact your business build a chatbot live with Mark!

View the presentation >

11:30 - 12:15

Riding the wave of superior customer service with Cloud & AI

Gold sponsor: Orange

Discover how to smoothly transition to the cloud as well as how to unlock the power of Digital & AI to engage customers on their own terms. Learn about our service approach and most importantly three Genesys-based customer success stories.

View the presentation >

11:30 - 12:15

PureCloud roadmap

Jack Nichols, VP, Product Management, Genesys / Darlene Oordt, Senior Director, Product Management, Genesys / Katie Ritz, Director, Product Management, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020 for PureCloud.

Technical, PureCloud

11:30 - 12:15

Unlock your contact centre’s hidden revenue potential

Amanda Halpin, Sr Principal Solution Lead, Genesys / Rik McCrossan, Sr. Business Development Manager, Genesys

See the potential revenue your contact centre can win by connecting the dots and acting in real-time.

View the presentation >

Business

11:30 - 12:15

Toward a new era of hyper relevant and intelligent customer experience

Ludovic Tran, Managing Director, Accenture

Platinum sponsor: Accenture

Use of Conversational AI as means to enrich customer experience and provide exceptional flexibility that leads to over-satisfying customer needs. Golden rules and successful path that drive success of modern AI transformation of Contact Centre.

12:30 - 13:15

AI ethics

Paul Lasserre, VP, Product Management, Genesys

Join industry analysts and experts from Genesys Business Consulting as they talk through the ethical challenges posed by the expanded use of artificial intelligence (AI).

View the presentation >

Business

12:30 - 13:15

How to Deploy PureEngage in the Cloud in 1.5 days, configure it without I.T. and automate GDPR!

Gold sponsor: Anana

Chris Woodward, CEO, Anana

Chris will talk about and demonstrate:

  • Anana Mission Control. Enabling business users (without the need for I.T.) to configure Genesys contact centres in real time! Including customer experience, IVR, routing, simplified agent management, and even automated handling of GDPR requests, across all channels.
  • Anana Accelerate. Automated build and deployment of enterprise scale PureEngage in Cloud or on-prem. With pre-built architecture, pre-written requirements and auto-creation of all system and business design documents.

This technology is used by Anana to serve clients and also licensed to service providers, such as British Telecom to deploy and manage cloud offerings.

View the presentation >

12:30 - 13:15

Build a Bot workshop using PureCloud Architect

Rob Blane, Senior Manager, Product Management, Genesys / Marc Sassoon, Solution Architect, Genesys / Andreas Schneider, Solution Architect, Genesys / Jack Nichols, VP, Product Management, Genesys

Bring your laptops. Join this session to get hands-on experience building your own bot with Natural Language Understanding, self-service features and Genesys AI. You’ll even learn how to orchestrate multiple bots like Amazon and Google.

View the presentation >

Technical

12:30 - 13:15

Did you know with PureEngage you can...?

Chris Connolly, Vice President, Solution Strategy, Genesys / Todd Hollenberg, VP, Product Management, Genesys

There’s so much PureEngage can do — and often you might not be aware. Join us to learn more about 10 things you may not have known you can do.

Business, Technical, PureEngage

12:30 - 13:15

PureConnect roadmap

Greg Cole, Product Line Manager, Genesys / Stephen Walter, Principal Solution Consultant, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020 for PureConnect.

Technical, PureConnect

12:30 - 13:15

Cloud doesn’t have to be all-or-nothing: Take a hybrid approach

Randy Carter, Marketing Content Director, Genesys / Alberto Pasi, Strategic Solutions Director, Genesys

Hear the eight options when it comes to mixing your premises investment with the speed and innovation of cloud applications.

View the presentation >

Technical

14:30 - 15:15

Did you know with PureCloud you can...?

Jan Botha, Principal Solution Consultant, Genesys / Jack Nichols, VP, Product Management, Genesys / Katie Ritz, Director, Product Management, Genesys

There’s so much PureCloud can do — and often you might not be aware. Join us to learn more about 10 things you may not have known you can do.

View the presentation >

Business, Technical, PureCloud

14:30 - 15:15

Getting to a smarter employee journey

Robert Beasley, Director, Strategic Solutions, Genesys / Ricardo Solano, Product Marketing Sr. Director, Genesys / Pierluigi Pace, Senior Principal Business Consultant, Genesys

Make the most of your most valuable asset — your employees. Learn how [email protected] leverages AI and the best technology so you can balance contact center quality, on-going training, employee engagement and increased operational excellence.

View the presentation >

Business

14:30 - 15:15

Make your customers feel the magic - powered by secure cloud based eco-systems

Gold sponsor: Dimension Data

Siegfried Schallenmuller, General Manager Customer Experience: Europe, Dimension Data

Unlock the power of connected cloud solutions to build compelling and exciting journeys, fueled with AI, Automation, real time data. Experience customer use cases and business outcomes from various industries putting PureCloud in the center of the interaction as a true application platform, linking AI services and multiple cloud system, cross cloud platform and strong security.

14:30 - 15:15

PureConnect roadmap

Greg Cole, Product Line Manager, Genesys / Stephen Walter, Principal Solution Consultant, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020 for PureConnect.

PureConnect

14:30 - 15:15

The benefits of asynchronous messaging in the contact center

Lindsay Frazier, Senior Director, Product Management, Genesys / Elena Pueyo, Sr. Principal Business Consultant, Genesys

Come learn why async chat, WhatsApp, Apple Business Chat, and Facebook Messenger are evolving into popular customer communications channels. See what they look like in action and how to use them as you engage customers.

View the presentation >

Business

14:30 - 15:15

Build a Bot workshop using PureEngage Cloud Designer

Rob Blane, Senior Manager, Product Management, Genesys / Marc Sassoon, Solution Architect, Genesys / Andreas Schneider, Solution Architect, Genesys / Jack Nichols, VP, Product Management, Genesys

Bring your laptops. Join this session to get hands-on experience building your own bot with Natural Language Understanding, self-service features and Genesys AI. You’ll even learn how to orchestrate multiple bots like Amazon and Google.

View the presentation >

Technical

15:30 - 16:15

Hear your Customers’ Voice!

Gold sponsor: AudioCodes

Sharone Ben-Levi, VP Marketing, Sales & Business Development NA, Audiocodes / Peter Broeckx, Regional Sales Director Contact Center, AudioCodes

Whether they interact with human agents or new AI VoiceBots, customers want their voice to be heard! In this session, AudioCodes, together with KPN and Cendris, will share their innovation, expertise and real-life experiences on voice-enabling the contact centre: – WebRTC – learn how easy it is to add click-to-call to your website. – Remote Agents – a unique, resilient solution that’s easy to support, wherever agents are located. – ChatBot to VoiceBot – explore how voice adds empathy and engagement to the automated customer experience. – Voice Quality – often overlooked but critical for both your customers and your IT team. Learn how to monitor and control it.

View the presentation >

15:30 - 16:15

PureEngage and PureEngage Cloud roadmap

Chris Connolly, Vice President, Solution Strategy, Genesys / Todd Hollenberg, VP, Product Management, Genesys / Lindsay Frazier, Senior Director, Product Management, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020 for PureEngage Premise and PureEngage Cloud.

Technical, PureEngage

15:30 - 16:15

Did you know with PureConnect you can...?

Adrian Bethell, Senior Principal Business Consultant, Genesys / Greg Cole, Product Line Manager, Genesys

There’s so much PureConnect can do — and often you might not be aware. Join us to learn more about 10 things you may not have known you can do.

View the presentation >

Business, Technical, PureConnect

15:30 - 16:15

Read all about it! Designing memorable customer service experiences

Mark Stanley, Director, Strategic Business Consulting, Genesys

Join us as our own Mark Stanley shares excerpts and insights from his latest book, “Memorable Experiences in Customer Care.” Attendees will receive a signed copy.

View the presentation >

Business, Technical

15:30 - 16:15

Real-world analytics with PureCloud

Darlene Oordt, Senior Director, Product Management , Genesys

See how to get the right reports at the right level of detail without a headache. Join us to hear about the evolving state of analytics, dashboards, UX improvements — and how AI is changing the game.

View the presentation >

Business, Technical

15:30 - 16:15

Google Cloud Agent Assist: Transforming Agents Into Superheros

Platinum sponsor: Google

Celeste Grade, New Business Development Manager, Google

Now that you’ve been able to automate some of your interactions with virtual agents, let’s talk about AI within your live agent experience. Dialogflow can help with many of your common customer interactions. But now you need to empower your agents with the tools they need to take on the more difficult and complex questions. Agent Assist can help transform your agents into customer service super heroes! Join us for a discussion on how AI and machine learning can improve your agent experience, reduce call and wrap up times, and increase customer satisfaction.

View the presentation >

9:15 - 9:45

Making a good script great!

Zach Franzen, Product Marketing Manager, Genesys

We are drawn to great stories because each and every one follows basic rules and structure. Join us to see the impact story telling can have on your customers and agent interactions – making them more compelling and memorable.

View the presentation >

Business, Technical

11:15 - 12:00

PureCloud roadmap

Jack Nichols, VP, Product Management, Genesys / Darlene Oordt, Senior Director, Product Management, Genesys / Katie Ritz, Director, Product Management, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020 for PureCloud.

Technical, PureCloud

11:15 - 12:00

PureEngage and PureEngage Cloud roadmap

Chris Connolly, Vice President, Solution Strategy, Genesys / Todd Hollenberg, VP, Product Management, Genesys / Lindsay Frazier, Senior Director, Product Management, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020 for PureEngage Premise and PureEngage Cloud.

Technical, PureEngage

11:15 - 12:00

The Genesys Migration Xperience: Making the move to cloud

Gilles Talbot, Senior Principal Business Consultant, Genesys / Martin Vagner, Sales Specialist Director, Genesys

The migration to cloud movement is underway — if you’re ready to make the jump to cloud (or just curious about all it entails), join us as we walk though the Genesys approach. You’ll discover key benefits, hesitations and approaches for getting to the cloud.

View the presentation >

Business

11:15 - 12:00

Stay connected: #GSummit19

Live Assistance