Genesys: All-in-one cloud contact centre solutions
Great customer service improves brand loyalty; valuable interactions build the trust to facilitate that. “At Genesys we provide our customers with a way to manage and implement the qualities of empathy into their customer experience,” explains SVP Bruce Rosen. “We can drive a new level of personalisation; our Experience as a Service offering allows every company, big or small, to deliver that personalisation at scale.”
Cloud accounts for 65% of the Genesys customer base with 85% of its business operating on a SaaS model with the flexibility to meet developing customer needs. “Our technology transformation highlights a cloud first strategy,” says Rosen. “Our digital marketplace AppFoundry offers 400 applications that can be integrated to enhance Genesys solutions. We also have integration with major tech partners, including Microsoft, Google, Salesforce, Adobe, Zoom and Amazon.”
Hyper Personalised Experience
Built for mission-critical reliability and redundancy, the enterprise-grade solutions Genesys deploy help companies like Verizon in their quest for the agility to be available for customers 24/7. Reacting to changing market conditions with the ability to add new features in real time is key. “We’re also seeing a rise in digital self-service,” notes Rosen. “Genesys chatbots driven by AI and Machine Learning, as well as our predictive engagement, support companies with the ability to deliver a hyper personalised experience for their customers with every interaction. And as we've all seen and experienced during this past year, the support of remote employees working from home and customer experience is now becoming the new normal.”
The Future of CX
“We expect continued exponential growth across all markets, specifically in the global enterprise markets with regard to customer experience and cloud solutions,” highlights Rosen. “And when I look at Verizon and Genesys, Verizon has the ability to scale to any size customer, while at the same time, minimising the complexity and the heavy lifting historically required for their customers in that space. Verizon, and other telcos, live in a highly competitive global marketplace requiring a hyper personalized approach to CX. We expect they will also simplify their own environments while also leveraging the Genesys Cloud and multi-cloud solutions to help differentiate their own customer's experience as they interact with Verizon in the future.”
Verizon Business is enabled by the support of a number of key partners, slotting into the company’s conception of three product layers: connectivity, platform and solutions: “We're seeing a lot of customers move to the cloud for their communications needs. As a global wireless service provider, we have the opportunity to work with partners like Genesys for our end customer contact centre needs to provide unified communications collaboration tools to the industry. Our customers are migrating their businesses to the cloud – this is also bringing contact centre collaborations solutions from an IT closet into the cloud.”
Aamir Hussain, SVP & chief Product Officer, Verizon Business
The Ultimate Enterprise Technology & AI & Cyber LIVE Event
Do you want to build high-level relationships, gain insider knowledge and leave with the tools you need to drive effective digital transformation within your business? Then you don’t want to miss out on the must-attend hybrid event of 2021 for leaders in forward-thinking enterprises.
At Technology, AI, and Cyber Live, you will be able to hear and engage with C-Level executives at Microsoft, IBM, Salesforce, Capgemini, and more.
How can you attend?
In the post-Covid era, not everybody wants to travel for events. So Technology & AI will be completely hybrid. That means you can attend the event in person or virtually, with no disadvantages to people who don’t make the trip to the Tobacco Dock.
Technology and AI Live is happening in the Tobacco Dock in London, a ten-minute walk from Tower Bridge. For more information on the location, click here.
There’s no need to worry about missing out if you choose not to attend in person. You can still absorb all the information, interact with other attendees and enjoy the conference experience on our virtual platform.
There will be live feeds from all of the stages (also available on-demand after the event) as well as virtual networking areas. So not being able to travel is no reason to miss your chance to gather with the industry.
Vice President at CGI
Sunil has over 20 years of experience in consulting and helping energy and oil and gas clients transform into digital and sustainability leaders. He has also helped organisations across the energy, oil and gas, chemicals, renewables, and manufacturing industries realise business value from their investments using cloud, artificial/augmented intelligence, data science, internet of things, industry 4.0, robotic process automation, cybersecurity, and hyper-automation.
He has substantial experience in the information technology industry gained working at IBM Global Business Services, KPMG Management Consulting, Sapient, and Infosys.
Chief Information Officer at Department of the Air Force
Lauren Barrett Knausenberger is the Chief Information Officer for the Department of the Air Force, including the U.S. Air Force and U.S. Space Force. She leads two directorates and supports 20,000 cyber operations, and supports personnel around the globe with a portfolio valued at $17 billion.
She provides oversight of the Air Force’s Information Technology portfolio, including the Information Technology investment strategy from networks to cloud computing, Enterprise policies, information resources management, IT innovation initiatives, information assurance, and related matters for the Department of the Air Force.
CEO at Colt Technology Services
Appointed CEO in May 2020, Keri is responsible for executing Colt’s strategy, which centres around transforming the way the world works through the power of connectivity. Before becoming CEO, Keri was Colt’s Chief Commercial Officer (CCO), leading global teams across sales, presales and marketing. Passionate about promoting Inclusion and Diversity, she also leads Colt’s Diversity Council to ensure Colt is a business where everyone feels they can bring their true selves to work. We look forward to hearing her insights.
Order now to make the most of our early-bird offer. Ticket prices increase over 50% soon! For tickets and information, head over to our event site.