The Future is Here: AI in Contact Centers

Real-life customer stories & lessons learned

While AI sounds like a futuristic technology, it is very much here and now. Contact centers are moving from traditional metrics like service level and ASA to more business outcome-focused metrics like net promoter score, first contact resolution, customer retention and revenue generation.  

Join Jose Nogueira, Senior Manager, National Customer Contact Center Solutions Management at Rogers Communications, as he discusses real-life customer stories and lessons learned with Charlie Godfrey, Genesys Global Solution Services Director, and Guillaume Calot, Genesys Global Director of Solution Strategy.

Learn critical insights about predictive routing, including:

  • How it drives successful outcomes
  • How it analyzes huge amounts of data
  • How it evaluates real-time conditions and customer attributes to balance outcomes with service-level and agency-level occupancy
  • A real-life customer story with lessons learned

Meet the Speakers

Webibnar charlie godfrey

Charlie Godfrey
Global Solution Services Director, Genesys


Julio Hidalgo
Solution Lead Director, Genesys


Jose Nogueira
Sr. Manager, Rogers


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