Breakout Sessions

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Journey to CX transformation: Hear how Aria Solutions helped Bank of Oklahoma, Cirrus9, and JB Hunt drive better customer engagements.

Gold sponsor: Aria Solutions

Ron Owens, SVP of Operations, Aria Solutions / Matthew Gass, IT Manager, Bank of Oklahoma / Fred Bullock, CEO, Cirrus9 / Tony Stuchel, UCE Manager, JB Hunt Transport Inc.

Companies embarking on a CX transformation journey to improve customer engagement, have a lot to consider to get it right. It’s not just about the technology that will help them get there but also about the understanding of business processes and integrations needed to help agents get things done flawlessly. Join Ron Owens, SVP of Operations at Aria Solutions, as he talks to three companies about how they improved agent and customer experience.

11:00 AM - 11:45 AM

Quality and performance: operations using omnichannel big data

Gold Sponsor: CustomerView

Joe Galvin, CEO, CR-X, Inc. North America / Felix Serrano, CEO, ActivusConnect, Inc.

Operational excellence is by its nature a difficult task. Historically, the human capital investment was difficult at best, and not always a guarantee of success. The enemy of all call centers and large office operations is time. Time prevents in-depth analyses, isolating critical issues, and even rewarding proper behavior. The emergence of high volume/accuracy, transcription, massive analytic engines, and highly adaptable reporting and visualization, has prompted fundamental change in evaluating outcomes, and managing performance. Sampling a percentage of interactions is not sufficient to explores customer experience, identify new issues, or ensure intended outcomes are achieved. Instead, when every interaction is examined across all channels are available, insights are significant and invaluable.This discussion examines the measurable value of replacing rigorous data collection, sampling plans, and required scorer calibration with analytical tools, reporting and performance-focused measurement.

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11:00 AM - 11:45 AM

AI Ethics

Mark Smith, Ventana Research / David Bradshaw, Vice President, Customer Care, ATB Financial / Olivier Jouve, EVP, PureCloud, Genesys / Gordon Sexton, Strategic Business Consulting, Genesys

Join Mark Smith from Ventana Research and our own Gordon Sexton from Business Consulting to talk through the ethical challenges posed by the expanded use of artificial intelligence (AI).

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11:00 AM - 12:00 PM

AI and the future of contact center employees

Cameron Smith, VP, Product Management, Genesys / Robert Beasley, Director Strategic Solutions, Genesys

Artificial intelligence (AI) might be maligned at one extreme—with notions of a robot apocalypse—and to a lesser extreme with mass unemployment or boredom resulting from automation. But when it comes to contact centers, AI can enhance the experience and make it more human. And now we’re in the midst of a customer experience revolution that’s driving a need to create a more engaging workplace for contact center employees.

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11:00 AM - 12:00 PM

Bot chat with PureConnect pros: Avoid three common pitfalls of the bots you’ve bought that don’t deliver

Chuck Kirkpatrick, Director, Product Management, Genesys

Weary of all the bot hype? You should be. Many customers are sold a bot that can never live up to the hype. We don’t want our Genesys PureConnect customers to make the same mistake. Join our very own bot expert, Chuck Kirkpatrick, as he shares a new way forward. Avoid the three most common problems companies face when deploying chatbots and voice bots. Join in the discussion as Chuck invites you, the audience, to share the experience of customers who’ve bought bad bots. Let’s get real about bots, shatter the hype, and create bot solutions that actually deliver good customer experiences. Join the conversation and learn how.

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

11:00 AM - 12:00 PM

Cloud doesn’t have to be all-or-nothing: The amazing benefits of a hybrid approach*

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

*Note: CPE credits are offered to government attendees on behalf of Carahsoft.

Business Xperience, IT Xperience

11:00 AM - 12:00 PM

Do you know with PureEngage you can...?

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

View the presentation >

AI Xperience, Business Xperience, IT Xperience

11:00 AM - 12:00 PM

How to leverage your customer journey data across sales, marketing and customer service

Charlie Godfrey, NA Business Consulting, Genesys

Take advantage of all your untapped data. Learn how to find and connect the dots of your data—even between different operational units.

View the presentation >

AI Xperience, Business Xperience, IT Xperience

11:00 AM - 12:00 PM

So what does AI mean to me? A discussion with your travel, retail and telecom peers

Michael Giorgio, Director CEOE Technology Operations, TELUS / Satnam Sidhu, Sr. Program Manager, TELUS / Gaurav Agrawal, Sr. Director Engineering, eBay / Lawrence Hodgson, NA Business Consulting, Genesys / Gordon Sexton, Strategic Business Consulting Manager, Genesys

You’ve been hearing all the buzz about the potential of AI. Join your peers in travel & hospitality, retail and telecom to discuss how artificial intelligence (AI) can drive business across your entire customer journey including web, bots and routing.

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11:00 AM - 12:00 PM

The latest on outbound dialing to cell phones and the TCPA (Telephone Consumer Protection Act)

Chad McCormick, Senior Product Manager, Outbound Solutions, Genesys / Ryan Thurman, Director of Sales and Marketing, Contact Center Compliance

Join a contact center veteran and an industry leader in compliance as they explore the latest information on the TCPA and how it’s affecting the outbound landscape.

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Business Xperience

11:00 AM - 12:00 PM

Build, buy & extend: What will YOU do with the PureCloud platform?

Pankaj Kamat, Senior Product Manager, Uber / James Rhodes, Telecommunications Architect, Bright Horizons Family Solutions / Lori Bocklund, Founder & President, Strategic Contact / Chip McCoy, Evangelist, Genesys

PureCloud is an open platform. You can BUY PureCloud, you can BUILD on it, and you can EXTEND what you do with it. Join us for a fun and engaging session to learn how your peers are leveraging the PureCloud APIs to accelerate innovation and improve the customer experience.

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11:00 AM - 12:00 PM

With CX Insight, there’s a huge shift going on with business intelligence and designer analytics

Praphul Kumar, Senior Director, Product Management, Genesys

See everything you can do with the expanded business intelligence tool for PureEngage.

11:00 AM - 12:00 PM

Sales and Marketing Day

Merijn te Booij, CMO, Genesys / Gil Canare, Senior Research Director, Marketing Executive Series, Sirius Decisions / Faizel Mohsen, Head of Digital Banking, Affin Bank / Alex Hnarakis, Head of Services Operations and Optimization, MYOB / Kevin Evans, VP Corporate Strategy and Development, Selligent / Dorin Rosenshine, Founder, Outleads / Celeste Grade, New Business Development Manager, Google / Nicole Mackenzie, Partner Marketing Manager – Technology Partners, Google / Adriene Hartman, Director of E-Commerce and Campaign Sales, J.J. Keller and Associates / Ronell Hugh, Global Brand and Product Marketer, Adobe

A sales and marketing event that will deliver key insights about the future of digital sales and marketing. It’s a unique opportunity to meet your peers across industries and have closed-door discussions around digital buying journeys and experiences. View full agenda.

Sales & Marketing Xperience

11:00 AM - 5:00 PM

Fast-track your premises contact center migration to the cloud – AWS & Azure

Gold Sponsor: Voxai

Tony Jurica, Sr Dir Cloud Solutions, Voxai / Adam Schiestel, Managing Architect, TS CTI Services, Vistra Energy / David DeLoye, CTO Cloud Operations, PCM

Many enterprises have already started the migration of data applications to AWS, but moving the call center to the cloud presents its own unique challenges and uncertainties.  In this session learn how Voxai assists customers create and implement the blueprint for the Genesys call center move to the Cloud, leveraging new design aspects from AWS/Azure, SDWAN, and SBC to ensure full solution and cost benefits are realized.

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12:15 PM - 1:00 PM

What is my contact center data telling me? Turning raw data into impactful insights

Gold Sponsor: Avtex Solutions, LLC

Trent Vance, Senior Contact Center Consultant, Avtex Solutions, LLC

As organizations become more data driven they need modern tools that deliver insights when and where it’s needed. Whether you are building scorecards to measure agent performance or needing to make adjustments based on real-time activity happening in PureCloud/PureConnect, the Power BI Connector from Avtex puts the power in your hands. With a robust, industry leading BI solution from Microsoft integrated with the best in class contact center platforms you can empower your organization to make faster, better, data driven decisions.

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12:15 PM - 1:00 PM

All about outbound

Chad McCormick, Senior Product Manager, Outbound, Genesys / John Tallarico, VP Product Management, Genesys

Whether it’s opening a new account, appointment reminders, stopping fraud, or collections, your dialer plays a critical role. Join us to hear all that’s new in the outbound arena and learn best practices when it comes to using Genesys dialers.

12:15 PM - 1:15 PM

Ask a cloud security expert*

Derek Adams, Senior Product Marketing Director, Genesys / Gnan Gowda, Senior Director, Security & Compliance, Genesys

The prospect of moving your data to the cloud where security is out of your hands can feel scary. There are lots of tough questions, but luckily we have the toughest cloud security specialists around! (One once disabled a malware virus just by looking at it.) Come give us your hardest questions on cloud security–and get as technical as you want.

*Note: CPE credits are offered to government attendees on behalf of Carahsoft.

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IT Xperience

12:15 PM - 1:15 PM

Build a bot workshop: PureEngage

Dipali Mehta, Senior Director, Product Marketing, Genesys / Praphul Kumar, Senior Director, Product Management, Genesys / Rob Blane, Product Management, Genesys / Marc Sasson, Solutions Architect, Genesys

Bring your laptops! Join this session to get hands-on experience to build your own bot and personalize it. At the end of the session, you will have built your very own bot with Natural Language Understanding, self-service features and Genesys AI—including orchestration of multiple bots like Amazon, Google and Genesys to improve omnichannel customer experience. Take home excellent prizes and your very own bot so you can stomp ghosts in your own environment too.

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IT Xperience

12:15 PM - 1:15 PM

Finding prospects, winning & keeping customers is as easy as learning to fly fish

Dan Arra, VP Sales, Customer Journey Analytics, Genesys / Jim Crespino, Senior Director, Developer Evangelism, Genesys

If your website is one of your key sources to find new prospects and leads, you’ll want to reel them in by providing the right information at the right moment of their journey using the power of AI. Join us to learn more about how Altocloud can increase your website leads–and you’ll learn a bit about fly fishing, too.

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AI Xperience, Business Xperience

12:15 PM - 1:15 PM

Getting to a smarter employee journey using Automation @Work

Ricardo Solano, Product Marketing Senior Director, Genesys / Michele Fisher, Director, Product Management, Genesys / Rakesh Tailor, Director, Product Management, Genesys

Employees are the most valuable asset in your business. Keeping them trained and engaged is becoming increasingly difficult. How do you balance contact center quality, on-going training, employee engagement and increased operational excellence? Automation @Work leverages the best technology to make it happen!

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Business Xperience, Workforce Engagement Xperience

12:15 PM - 1:15 PM

So what does AI mean to me? A discussion with your banking, insurance and healthcare peers

Shahzeb Iqbal, Chief Technology Lead & Developer, Nordea / Anil Ravula, Staff VP, Service Experience Technology, Anthem / Amol Khade, Digital Business Technology, Banner Health / Lawrence Hodgson, NA Business Consulting, Genesys / Gordon Sexton, NA Business Consulting, Genesys

You’ve been hearing all the buzz about the potential of AI. Join your peers in banking, insurance and healthcare to discuss how artificial intelligence (AI) can drive business across your entire customer journey including web, bots and routing.

View the presentation >

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

12:15 PM - 1:15 PM

PureSuccess for PureCloud: How our team is with you every step of your Genesys journey

Cass Sapir, VP Customer Success, Genesys / Chrissy Linzy, Director, PureCloud Customer Care, Genesys

Join us to hear specific ways PureCloud Care is improving and evolving. Engage with the PureCloud Care leadership and hear how we’re all working hard on this initiative. We’re eager to hear your feedback as we shape the PureCloud Care experience in 2019.

View the presentation >

Business Xperience

12:15 PM - 1:15 PM

With CX Insight, there’s a huge shift going on with business intelligence and designer analytics

Praphul Kumar, Senior Director, Product Management, Genesys

See everything you can do with the expanded business intelligence tool for PureEngage.

12:15 PM - 1:15 PM

PureCloud roadmap

Jack Nichols, VP, Product Management, Genesys / Katie Ritz, Director, Product Management, Genesys / Aaron Chaskelis, VP, PureCloud Product Manager, Genesys

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

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

12:15 PM - 1:30 PM

PureConnect roadmap

Mimi Nguyen, VP, Product Management, Genesys / Chuck Kirkpatrick, Director, Product Management, Genesys / Greg Cole, Product Line Manager, Genesys / Rob Kassel, Product Line Director, Genesys / Tom Shallon, Sr Manager, Product Mgmt – Platform and Cloud Strategy, Genesys

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

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

12:15 PM - 1:30 PM

PureEngage Premise roadmap

Steve Rutledge, SVP, Product Management & Marketing, Genesys / Lindsay Frazier, Senior Director, Product Management, Genesys / Cameron Smith, VP, Product Management, Genesys / Rodney Hassard, Senior Director, Product Management, Genesys

Hear all that’s planned for the remainder of 2019, and into 2020, for our PureEngage products deployed on-premises and partner hosted.

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

12:15 PM - 1:30 PM

How can a transformation to the cloud take customer experience to the next level?

Gold Sponsor: AT&T

Patrick A. Troy, CX National Practice Lead, AT&T Consulting, AT&T / Jon Hoyer, Principal Service Engineering Manager, Customer Engagement Services, Microsoft Core Services Engineering / Matt Hayes, Principal Program Manager, Customer Engagement Solutions, Microsoft Core Services Engineering

AT&T would like to invite you to a panel session with Microsoft leadership and AT&T Consulting. Together you will learn the successes and challenges experienced when Microsoft transitioned their global contact centers to the cloud. This is going to be a lively, interactive session and as a member of the audience, you will have the opportunity to ask questions to the panel.

2:45 PM - 3:30 PM

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

CEO, Chris Woodward 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 Pure Engage 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.”

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2:45 PM - 3:30 PM

AI and the future of contact center employees

Cameron Smith, VP, Product Management, Genesys / Robert Beasley, Director Strategic Solutions, Genesys

Artificial intelligence (AI) might be maligned at one extreme—with notions of a robot apocalypse—and to a lesser extreme with mass unemployment or boredom resulting from automation. But when it comes to contact centers, AI can enhance the experience and make it more human. And now we’re in the midst of a customer experience revolution that’s driving a need to create a more engaging workplace for contact center employees.

View the presentation >

2:45 PM - 3:45 PM

Finding prospects, winning & keeping customers is as easy as learning to fly fish

Dan Arra, VP Sales, Customer Journey Analytics, Genesys / Jim Crespino, Senior Director, Developer Evangelism, Genesys

If your website is one of your key sources to find new prospects and leads, you’ll want to reel them in by providing the right information at the right moment of their journey using the power of AI. Join us to learn more about how Altocloud can increase your website leads–and you’ll learn a bit about fly fishing, too.

View the presentation >

AI Xperience, Business Xperience

2:45 PM - 3:45 PM

Cloud doesn’t have to be all-or-nothing: The amazing benefits of a hybrid approach

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

Business Xperience, IT Xperience

2:45 PM - 3:45 PM

Do you know with PureCloud you can...?

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 >

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

2:45 PM - 3:45 PM

Do you know with PureConnect you can...?

Greg Cole, Product Line Manager, Genesys / Tom Shallon, 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 >

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

2:45 PM - 3:45 PM

Do you know with PureEngage Cloud you can...?

Vadim Dymshyts, Offer Lead, Business & Enterprise Edition Cloud, Genesys

There’s so much PureEngage Cloud 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 >

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

2:45 PM - 3:45 PM

Do you know with PureEngage Premise you can...?

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

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

2:45 PM - 3:45 PM

How to leverage your customer journey data across sales, marketing and customer service

Charlie Godfrey, NA Business Consulting, Genesys

Take advantage of all your untapped data. Learn how to find and connect the dots of your data–even between different operational units.

View the presentation >

AI Xperience, Business Xperience, IT Xperience

2:45 PM - 3:45 PM

Kick-start your AI initiatives: It’s as easy as riding a mountain bike downhill. Gnarly!

Brendan Dykes, Senior Director, Strategic Marketing, Genesys

Join us for this hands-on session and get your AI initiative off the ground–whether it’s voicebots, chatbots or predictive routing. Project experts will help you craft your personal plan to execute. Oh, and you’ll learn a bit about mountain biking, too.

View the presentation >

AI Xperience, Business Xperience, IT Xperience

2:45 PM - 3:45 PM

The Genesys Migration Xperience: Overcome your fears and achieve the amazing!

Chris Layton, Senior Contact Center Architect, Western Governors University (WGU) / Janet Ryan, Vice President, HR & Call Center Operations, AAA Washington / Erin Ramcoomar, Senior Leader Technology Enablement, Client Care, ATB Financial / Janet Loriot, SVP, SWBC / Chris Kippes, System Specialist, J.M. Smucker Co. / Abi Chandra, Strategic Marketing Senior Director, Genesys / Michael Walkup, Supervisor, Velocity Solution Consulting, Genesys

This is the skydiving session you don’t want to miss! Hear from Genesys customers who overcame fear and risk to create amazing customer experiences, employee experiences and business results. All by migrating from older technology to a modern customer experience platform – cloud, hybrid, or even updated on-premises environments. Learn how customer experience and technology leaders make the jump successfully. Select audience volunteers will experience an indoor skydiving session at iFLY Denver. You can achieve the amazing. Let us help you fly!

*Note: CPE credits are offered to government attendees on behalf of Carahsoft.

View the presentation >

AI Xperience, IT Xperience

2:45 PM - 3:45 PM

The benefits of Asynchronous Messaging in the contact center

Lindsay Frazier, Senior Director, Product Management, Genesys / Veit Irtenkauf, PureEngage Product Management Director, 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 optimize their capabilities for your business to provide the best customer engagements

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Business Xperience, IT Xperience

2:45 PM - 3:45 PM

I, Robot – Balance between technology and humanity.

Gold Sponsor: Verizon

Gordon Littley, Managing Director – Customer Experience Practice, Verizon

We are living in a world of digitally conscious and engaged customers. While a number of new digital technologies are causing the shift, Artificial Intelligence (AI) in particular, with predictive analysis to provide the personalized experience, can make and quantum improvements for existing and new omnichannel environments. Come learn how Verizon has implemented the future now – and how we can help you in my session!

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4:00 PM - 4:45 PM

Pivot to PureCloud: Considerations for exceptional voice

Gold Sponsor: Poly

Peter Jakobsen, Director Global Alliance GTM, Poly / Dave Finney, Director Solutions Architecture, Poly

Be ready to use the cloud to deliver an exceptional customer experience. Voice remains an integral component of customer engagement, particularly for more complex interactions that require human assistance. Get the insights you need to maximize efficiency as you move to the cloud. Top it off with integrations with Genesys across the headset with support for soft clients and the desk phone with call control integration.

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4:00 PM - 4:45 PM

Build a bot workshop: PureEngage

Dipali Mehta, Senior Director, Product Marketing, Genesys / Praphul Kumar, Senior Director, Product Management, Genesys / Rob Blane, Product Management, Genesys / Marc Sasson, Solutions Architect, Genesys

Bring your laptops! Join this session to get hands on experience to build your own bot and personalize it! At the end of the session, you will have built your very own bot with Natural Language Understanding, self-service features, and Genesys AI including orchestration of multiple bots like Amazon, Google and Genesys to improve omnichannel CX. Take home excellent prizes and your bot to go so you can stomp ghosts in your own environment too!

View the presentation >

IT Xperience

4:00 PM - 5:00 PM

Do you know with PureCloud you can...?

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 >

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

4:00 PM - 5:00 PM

El camino de la innovacion digital y la automatizacion. Liderando para exito: Entel Chile (Spanish-only session)

Osvaldo Manriquez, Senior Business Consultant, Genesys / Nicolas Pebet, Senior Account Executive, Enterprise, Genesys / Pablo Oyarzun, Gerente Divisional Customer Experience

Únase a nosotros para escuchar cómo Entel ejecutó su estrategia de automatización y habilitación de canales digitales. Entel se embarcó con Genesys en un proyecto de centro de contacto cognitivo donde las tecnologías de bots de voz (Google e IBM Watson) optimizan los contactos con los clientes, permitiéndoles acceder fácilmente a muchas de sus solicitudes habituales. También habilitaron el canal de chat en su web (Facebook Messenger y Whatsapp) y en el móvil usando una solución de chatbot al inicio del contacto. Esta solución es capaz de transferir a un agente disponible cuando sea necesario utilizando Genesys como plataforma de enrutamiento y orquestación.

View the presentation >

Business Xperience, Workforce Engagement Xperience

4:00 PM - 5:00 PM

Kick-start your AI Initiatives: It’s as easy as riding a mountain bike downhill. Gnarly!

Brendan Dykes, Senior Director, Strategic Marketing, Genesys

Join us for this hands-on session and get your AI initiative off the ground–whether it’s voicebots, chatbots or predictive routing. Project experts will help you craft your personal plan to execute. Oh, and you’ll learn a bit about mountain biking, too.

View the presentation >

AI Xperience, Business Xperience, IT Xperience

4:00 PM - 5:00 PM

Lift your business outcomes and employee performance…

Guillaume Calot, Director, Strategic Solutions, Genesys / Luke Sturek, Solution Lead, Predictive Routing, Genesys / Jeff Melton, Global Head of Service Design & Operations, Bain & Company / Dwayne Calder, Managing Director Insight & Enablement, ATB Financial

Though you’re continuously optimizing workforce efficiency, you still run up against cost & performance ceilings, and incur a large variance in agent performances. Predictive routing, powered by artificial intelligence, optimizes real-time customer/agent match — increasing customer loyalty, employee efficiency and first contact resolution, while reducing churn and handle times.

In this session, Genesys experts will share their experiences and guide you through a practical plan that guarantees short term success. You will understand how to get started and see quick returns with minimum risks.

View the presentation >

4:00 PM - 5:00 PM

Real-world analytics in PureCloud: It shouldn’t be so hard to measure performance

Darlene Oordt, Senior Director, PureCloud Product Management, Genesys

It seems that getting the right reports at the right level of detail is always harder than it should be. Join us to hear about the evolving state of analytics, dashboards, UX improvements–and how AI is changing the game.

View the presentation >

Business Xperience, IT Xperience

4:00 PM - 5:00 PM

The Genesys Migration Xperience: Your own personal how-to

Janet Thalacker, Senior Principal Business Consultant, Genesys / Michael Walkup, Supervisor, Velocity Solution Consulting, Genesys / Jason Lukert, Principal Solution Consultant, Genesys / Yige Li, Solution Consultant, Genesys / Laura Grubb, Sales Training Manager / David Powis, Senior Principal PS Consultant, Genesys / Reilly Morris, Director, Professional Services, Genesys

You’re ready to take flight. To achieve the amazing – for your employees, your customers, your company…and yourself. It’s time to start the migration journey. But what does that look like and how do you take the first step? Join us for an immersive experience designed to walk you through the Genesys migration experience. Get a look inside our proven prescriptive migration methodology. Hear from Genesys employees who help you navigate the different stages of migration and who are with you all the way. You’ll even do some hands-on prep work and leave with tools to bring back to your organization’s key stakeholders.

View the presentation >

4:00 PM - 5:00 PM

PureSuccess for PureCloud: How our team is with you every step of your Genesys journey

Cass Sapir, VP Customer Success, Genesys / Chrissy Linzy, Director, PureCloud Customer Care, Genesys

Join us to hear specific ways PureCloud Care is improving and evolving. Engage with the PureCloud Care leadership and hear how we’re all working hard on this initiative. We’re eager to hear your feedback as we shape the PureCloud Care experience in 2019.

View the presentation >

Business Xperience

4:00 PM - 5:00 PM

PureConnect roadmap

Mimi Nguyen, VP, Product Management, Genesys / Chuck Kirkpatrick, Director, Product Management, Genesys / Greg Cole, Product Line Manager, Genesys / Rob Kassel, Product Line Director, Genesys / Tom Shallon, Sr Manager, Product Mgmt – Platform and Cloud Strategy, Genesys

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

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

4:00 PM - 5:15 PM

PureEngage Premise roadmap

Steve Rutledge, SVP, Product Management & Marketing, Genesys / Lindsay Frazier, Senior Director, Product Management, Genesys / Cameron Smith, VP, Product Management, Genesys / Rodney Hassard, Senior Director, Product Management, Genesys

Hear all that’s planned for the remainder of 2019, and into 2020, for our PureEngage products deployed on-premises and partner hosted.

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

4:00 PM - 5:15 PM

Is debt collection part of your operations? If so, you’ll want to know about Latitude.

Ian Winder, Director Product Management & Business Owner Latitude by Genesys/ Kenny Baker, Latitude Sales, Genesys

If you’re not familiar with it, Latitude software is the CRM agent desktop for performing collections. If you collect your own debt — or outsource it — Latitude can help from early delinquency through charge-off and more.

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10:15 AM - 10:45 AM

Advanced Analytics for Genesys – a real-world customer case study

Gold Sponsor: eMite

Adam Lall, Workforce, Analytics and Architect Manager, Becton Dickinson / Stephen Irecki, Director, Global Customer Operations, eMite

Do you know what’s happening in your contact center right now? Are you getting the “live” actionable insights that your business requires in order to power magnificent customer experiences and drive operational efficiency?

Many organizations rely on traditional Business Intelligence tools for reporting and analytics. eMite is different. It offers intuitive web-based dashboards and wallboards that anyone in the business can configure via “drag and drop” technology without extensive data analytics training. eMite puts power back in the hands of the business, allowing them to manipulate data, create dashboards, configure metrics and develop KPIs from multiple data sources – including the Genesys PureCloud, PureConnect and PureEngage platforms.

Join us for an engaging discussion with one of eMite PureCloud customers, Becton Dickinson, to learn how eMite Advanced Analytics for Genesys has enhanced their customer experience and operational performance.

10:15 AM - 11:00 AM

Ask a cloud security expert*

Derek Adams, Senior Product Marketing Director, Genesys / Gnan Gowda, Senior Director, Security & Compliance, Genesys

The prospect of moving your data to the cloud where security is out of your hands can feel scary. There are lots of tough questions, but luckily we have the toughest cloud security specialists around! (One once disabled a malware virus just by looking at it.) Come give us your hardest questions on cloud security – and get as technical as you want.

*Note: CPE credits are offered to government attendees on behalf of Carahsoft.

View the presentation >

IT Xperience

10:15 AM - 11:15 AM

Award winners: A podcast

Crisis Services Canada / MyBudget / Nathan Bennett, Senior Manager, Product Marketing, Genesys / Mari Yamaguchi, CX Manager, Genesys

Nathan Bennett and Mari Yamaguchi, co-hosts of the Genesys Take a Moment podcast, will interview two nominees/winners of the CX Heroes Awards in front of a live audience. We’ll also take some questions from the audience via text message in real time. The session will be audio recorded for broadcast later via our podcast page and all other channels.

10:15 AM - 11:15 AM

Do you know with PureConnect you can...?

Greg Cole, Product Line Manager, Genesys / Tom Shallon, 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.

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AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

10:15 AM - 11:15 AM

Do you know with PureEngage you can...?

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

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AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

10:15 AM - 11:15 AM

Do you know with PureEngage Cloud you can...?

Vadim Dymshyts, Offer Lead, Business & Enterprise Edition Cloud, Genesys

There’s so much PureEngage Cloud 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.

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AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

10:15 AM - 11:15 AM

Genesys User Group: Come learn about our community!

John Heiberger, President Lucilium LLC

Join us to learn about the largest independent community of Genesys customers currently at 500 members! A panel of members will share their experiences, benefits they’ve seen and how they like to participate. Everyone is welcome – from IT to operations across all Genesys products around the world. See how you can become a member, too.

View the presentation >

Business Xperience, Workforce Engagement Xperience

10:15 AM - 11:15 AM

The Next Conversation: Powering Customer Conversations With Google Cloud AI

Platinum sponsor: Google

Adam Champy, Senior Product Manager, Google

We can enable transformational experiences by understanding what customers are saying and typing. Humanlike understanding and speech capabilities can be applied across every industry and every channel – whether it’s in your contact center, apps, IoT products and more. In this session, attendees will learn how Google Cloud’s Dialogflow Enterprise Edition and the Cloud Contact Center AI partner program support the creation of rich, natural-sounding, and powerful conversational experiences. We’ll also discuss how you can easily integrate conversational AI into your existing technology and workflows – no machine learning experts needed.

10:15 AM - 11:15 AM

The Genesys Migration Xperience: Overcome your fears and achieve the amazing!

Chris Layton, Senior Contact Center Architect, Western Governors University (WGU) / Janet Ryan, Vice President, HR & Call Center Operations, AAA Washington / Erin Ramcoomar, Senior Leader Technology Enablement, Client Care, ATB Financial / Janet Loriot, SVP, SWBC / Chris Kippes, System Specialist, J.M. Smucker Co. / Abi Chandra, Strategic Marketing Senior Director, Genesys / Michael Walkup, Supervisor, Velocity Solution Consulting, Genesys

This is the skydiving session you don’t want to miss! Hear from Genesys customers who overcame fear and risk to create amazing customer experiences, employee experiences and business results. All by migrating from older technology to a modern customer experience platform – cloud, hybrid, or even updated on-premises environments. Learn how customer experience and technology leaders make the jump successfully. Select audience volunteers will experience an indoor skydiving session at iFLY Denver. You can achieve the amazing. Let us help you fly!

*Note: CPE credits are offered to government attendees on behalf of Carahsoft.

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Business Xperience, IT Xperience

10:15 AM - 11:15 AM

Real-world analytics in PureCloud: It shouldn’t be so hard to measure performance

Darlene Oordt, Senior Director, PureCloud Product Management, Genesys

It seems that getting the right reports at the right level of detail is harder than it should be. Join us to hear about the evolving state of analytics, dashboards, UX improvements–and how AI is changing the game.

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Business Xperience, IT Xperience

10:15 AM - 11:15 AM

Sitting on an older version of PureEngage? Hear all that's in store with a move to the latest version!

A web-based agent desktop, double-click dashboards and access to all the latest AI-powered capabilities are in store, if you’re ready to make the move to the latest version. Join us to hear all the details and help determine the ROI for upgrading.

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AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

10:15 AM - 11:15 AM

Xperience19 will come to an end. So how do I continue to network and learn?

Clay Tison, Senior Director, Genesys University Technical Strategy and Innovation, Genesys / Matt Lawson, Online Community Manager, Genesys

Join us for an ice cream social and learn about the many ways to stay in touch with your peers and access Genesys resources once you leave Xperience19. Get introduced to our sweet self-service resources like the Genesys Knowledge Network, Online Community, and other channels available for education, peer networking, problem solving and exchanging ideas.

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Business Xperience, IT Xperience

10:45 AM - 11:15 AM

Read all about it! Designing memorable experiences in customer service

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, too.

11:30 AM - 12:00 PM

Xperience19 will come to an end. So how do I continue to network and learn?

Clay Tison, Senior Director, Genesys University Technical Strategy and Innovation, Genesys / Matt Lawson, Online Community Manager, Genesys

Join us for an ice cream social and learn about the many ways to stay in touch with your peers and access Genesys resources once you leave Xperience19. Get introduced to our sweet self-service resources like the Genesys Knowledge Network, Online Community, and other channels available for education, peer networking, problem solving and exchanging ideas.

View the presentation >

Business Xperience, IT Xperience

11:30 AM - 12:00 PM

Build a bot workshop: PureConnect

Rodney Hassard, Senior Manager, Product Management, Genesys / Andreas Schneider, Solutions Architect, Genesys

Bring your laptops! Join this session to get hands on experience to build your own bot and personalize it! At the end of the session, you will have built your very own bot with Natural Language Understanding, self-service features, and Genesys AI including orchestration of multiple bots like Amazon, Google and Genesys to improve omnichannel CX. Take home excellent prizes and your bot to go so you can stomp ghosts in your own environment too!

View the presentation >

11:30 AM - 12:30 PM

Genesys Women in Technology: Career development and finding opportunities

Barbara Gonzalez, VP, Global Business Consulting, Genesys / Janice Levenhagen-Seeley, Founder and CEO, ChickTech / Dorin Rosenshine, Founder & CEO, Outleads / Lindsay Hull, Associate Director, Operations and Education, Rose-Hulman Institute of Tech / Christine Pavalon, VP, Sales, Avtex / Diane Demeester, VP, PureEngage Operations, Genesys

11:30 AM - 12:30 PM

Genesys User Group: Come learn about our community!

John Heiberger, President Lucilium LLC / Aaron Lael, Telecom Specialist III, “State Government Agency”/ Tanya Parkins, Head of Performance Optimization, IHG / Brian Porter, Senior Technical Manager – Architecture and Integrations, Luxottica Retail North America / Melissa Callender, Operations Specialist, Ontario Teachers’ Pension Plan

Join us to learn about the largest independent community of Genesys customers currently at 500 members! A panel of members will share their experiences, benefits they’ve seen and how they like to participate. Everyone is welcome – from IT to operations across all Genesys products around the world. See how you can become a member, too.

View the presentation >

Business Xperience, Workforce Engagement Xperience

11:30 AM - 12:30 PM

Getting to a smarter employee journey using Automation @Work

Ricardo Solano, Product Marketing Senior Director, Genesys / Michele Fisher, Director, Product Management, Genesys / Rakesh Tailor, Director, Product Management, Genesys

Employees are the most valuable asset in your business. Keeping them trained and engaged is becoming increasingly difficult. How do you balance contact cewnter quality, on-going training, employee engagement and increased operational excellence? Automation @Work leverages the best technology to make it happen!

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Business Xperience, Workforce Engagement Xperience

11:30 AM - 12:30 PM

Let's talk migration and what it can mean for you

Nicole Thomas, AVP Business Services North America, Coca-Cola / Steve Leaden, President, Leaden Associates / Trish Hearn, Senior Account Executive – Enterprise, Genesys / Rich Accordino, Principal Solution Lead, Genesys

Consolidation? Cloud? Omnichannel? Future-proofing? All of the above? Join host Steve Leaden of Leaden Associates, and this week’s special guest Nicole Thomas, AVP of Coca-Cola Business Services in North America, as she shares what migration meant to her and to her organization. Take away practical tips for your own migration journey.

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11:30 AM - 12:30 PM

Making a good script great!

Dan Rood, VP Product Marketing, 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 >

Sales & Marketing Xperience

11:30 AM - 12:30 PM

The Next Conversation: Powering Customer Conversations With Google Cloud AI

Platinum sponsor: Google

Adam Champy, Senior Product Manager, Google

We can enable transformational experiences by understanding what customers are saying and typing. Humanlike understanding and speech capabilities can be applied across every industry and every channel – whether it’s in your contact center, apps, IoT products and more. In this session, attendees will learn how Google Cloud’s Dialogflow Enterprise Edition and the Cloud Contact Center AI partner program support the creation of rich, natural-sounding, and powerful conversational experiences. We’ll also discuss how you can easily integrate conversational AI into your existing technology and workflows – no machine learning experts needed.

11:30 AM - 12:30 PM

PureEngage Cloud roadmap

Todd Hollenberg, VP, Product Management, Genesys / Vadim Dymshyts, Offer Lead, Business & Enterprise Edition Cloud, Genesys / Ian Greene, Enterprise Architect, Genesys

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

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

11:30 AM - 12:45 PM

PureCloud roadmap

Jack Nichols, VP, Product Management, Genesys / Katie Ritz, Director, Product Management, Genesys / Aaron Chaskelis, VP, PureCloud Product Manager, Genesys

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

AI Xperience, Business Xperience, IT Xperience

11:30 AM - 12:45 PM

Information experience: continuous improvement

Michael Katten, Senior Director, Technical Publications, Genesys  / Kevin Kuhns, Senior Manager, Technical Publications, Genesys

The Genesys Information Experience team (formerly Documentation), creates ways customers and partners can get the most from their Genesys environment. Technical content available to you is extensive and interactive — constantly updating with the new features and enhancements. We’ll present resources available across all Genesys offers, including our new portal, integrated feedback and portal enhancements.

View the presentation >

12:00 PM - 12:30 PM

Read all about it! Designing memorable experiences in customer service

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, too.

12:00 PM - 12:30 PM

Is debt collection part of your operations? If so, you’ll want to know about Latitude.

Ian Winder, Director Product Management & Business Owner Latitude by Genesys / Kenny Baker, Latitude Sales, Genesys

If you’re not familiar with it, Latitude software is the CRM agent desktop for performing collections. If you collect your own debt — or outsource it — Latitude can help from early delinquency through charge-off and more.

View the presentation >

Business Xperience

1:45 PM - 2:15 PM

Read all about it! Designing memorable experiences in customer service

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, too.

1:45 PM - 2:15 PM

Leveraging TechOps to deliver business outcomes

Platinum sponsor: Cognizant

Ron Goldman, Sr. Director Contact Center Technology & Consulting Practice, Cognizant Technology Solutions / Robert Jimenez, Vice President, Digital Operations, Cognizant Technology Solutions

Are your contact center operations, process and technology teams working together to deliver business outcomes? Join Cognizant for a discussion on how to look beyond traditional contact center operations to a tightly coupled TechOps team that moves the needle for the business while delivering frictionless customer experience.

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1:45 PM - 2:30 PM

All about outbound

Chad McCormick, Senior Product Manager, Outbound, Genesys / John Tallarico, VP Product Management, Genesys

Whether it’s opening a new account, appointment reminders, stopping fraud, or collections, your dialer plays a critical role. Join us to hear all that’s new in the outbound arena and learn best practices when it comes to using Genesys dialers.

1:45 PM - 2:45 PM

Build a bot workshop for PureCloud

Joe Ciuffo, Product Marketing Director, Genesys / Jack Nichols, VP, PureCloud Product Management, Genesys / Rebecca Owens, PureCloud Product Manager, Genesys

Bring your laptops! Join this session to get hands-on experience to build your own bot and personalize it. At the end of the session, you will have built your very own bot with Natural Language Understanding, self-service features and Genesys AI including orchestration of multiple bots like Amazon, Google and Genesys to improve omnichannel customer experience.

 Take home excellent prizes and your bot to go so you can stomp ghosts in your own environment too.

View the presentation >

AI Xperience, Business Xperience, IT Xperience

1:45 PM - 2:45 PM

Become a good citizen data scientist! Take control of AI and turn your customer service data into gold.

Guillaume Calot, Director, Strategic Solutions, Genesys / Stephane Furderer, SWAT Team Lead, AI Group, Genesys

You’re drowning in contact center data from WFM, CRM, HR and VoC systems. You have business insights, but how do you make them actionable? Predictive routing, powered by artificial intelligence (AI), can do just that. By natively integrating with your existing platform, AI becomes part of your daily operations. You take full control of your data, models and outcomes without needing a PhD in data science! This session will demystify the concepts of machine learning and present the practical steps of an AI project lifecycle – from design to deployment — and help you on your way to becoming a good citizen data scientist.

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1:45 PM - 2:45 PM

Bot chat with PureConnect pros: Avoid three common pitfalls of the bots you’ve bought that don’t deliver

Chuck Kirkpatrick, Director, Product Management, Genesys

Weary of all the bot hype? You should be. Many customers are sold a bot that can never live up to the hype. We don’t want our Genesys PureConnect customers to make the same mistake. Join our very own bot expert, Chuck Kirkpatrick, as he shares a new way forward. Avoid the three most common problems companies face when deploying chatbots and voice bots. Join in the discussion as Chuck invites you, the audience, to share the experience of customers who’ve bought bad bots. Let’s get real about bots, shatter the hype, and create bot solutions that actually deliver good customer experiences. Join the conversation and learn how.

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

1:45 PM - 2:45 PM

Making a good script great!

Dan Rood, VP Product Marketing, 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 >

1:45 PM - 2:45 PM

The benefits of Asynchronous Messaging in the contact center

Lindsay Frazier, Senior Director, Product Management, Genesys / Veit Irtenkauf, PureEngage Product Management Director, 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 optimize their capabilities for your business to provide the best customer engagements.

View the presentation >

Business Xperience, IT Xperience

1:45 PM - 2:45 PM

The Genesys Migration Xperience: Your own personal how-to

Janet Thalacker,Senior Principal Business Consultant, Genesys / Michael Walkup, Supervisor, Velocity Solution Consulting, Genesys / Jason Lukert, Principal Solution Consultant, Genesys / Yige Li, Solution Consultant, Genesys / Laura Grubb, Sales Training Manager, Genesys / David Powis, Senior Principal PS Consultant, Genesys / Reilly Morris, Director, Professional Services, Genesys

You’re ready to take flight. To achieve the amazing – for your employees, your customers, your company…and yourself. It’s time to start the migration journey. But what does that look like and how do you take the first step? Join us for an immersive experience designed to walk you through the Genesys migration experience. Get a look inside our proven prescriptive migration methodology. Hear from Genesys employees who help you navigate the different stages of migration and who are with you all the way. You’ll even do some hands-on prep work and leave with tools to bring back to your organization’s key stakeholders.

View the presentation >

Business Xperience, IT Xperience

1:45 PM - 2:45 PM

Sitting on an older version of PureEngage? Hear all that’s in store with a move to the latest version!

A web-based agent desktop, double-click dashboards and access to all the latest AI-powered capabilities are in store if you’re ready to make the move to the latest version. Join us to hear all the details and help determine the ROI for upgrading.

View the presentation >

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

1:45 PM - 2:45 PM

PureEngage Cloud roadmap

Todd Hollenberg, VP, Product Management, Genesys / Vadim Dymshyts, Offer Lead, Business & Enterprise Edition Cloud, Genesys / Ian Greene, Enterprise Architect, Genesys

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

AI Xperience, Business Xperience, IT Xperience, Workforce Engagement Xperience

1:45 PM - 3:00 PM

Information experience: continuous improvement

Michael Katten, Senior Director, Technical Publications, Genesys  / Kevin Kuhns, Senior Manager, Technical Publications, Genesys

The Genesys Information Experience team (formerly Documentation), creates ways customers and partners can get the most from their Genesys environment. Technical content available to you is extensive and interactive — constantly updating with the new features and enhancements. We’ll present resources available across all Genesys offers, including our new portal, integrated feedback and portal enhancements.

View the presentation >

2:15 PM - 2:45 PM

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