[March 16, 2015] |
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Genesys to Showcase Omnichannel Customer Journey Management at Enterprise Connect
Genesys (News - Alert) (www.genesys.com),
a leading provider of omnichannel customer experience (CX) and contact
center solutions, today announced the next generation of the Genesys
Customer Experience Platform with new omnichannel
journey management capabilities. The event is being held March 16-19 at
the Gaylord Palms in Orlando, Florida, and features Genesys executives
participating in a number of key industry panels during the conference.
Attendees can visit Genesys to learn more about the company and see
omnichannel customer journey management in action at booth 429.
Genesys Omnichannel Desktop (Photo: Business Wire)
Genesys Customer Experience Platform Powers Omnichannel Journey
Management
The new platform enables organizations to fully orchestrate and monitor
multimodal omnichannel journeys and interactions that are personalized
for every customer and span self-service and assisted service. With
these new capabilities, organizations can deliver consistent and
effective customer engagement with increased operational efficiencies.
At the event, along with orchestration, Genesys will be demonstrating
the following new capabilities:
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Customer
Journey Analytics and Monitoring, which provides visibility and
insights into individual or multiple customer journeys for optimized
tuning of journeys.
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Omnichannel
Desktop, which provides agents and knowledge workers an integrated
desktop from which to engage customers and to complete their related
work items. The desktop provides a single view into all nteractions
and touchpoints involved in customer journeys, allows workers to
engage customers using channel multimodality, and includes newly
integrated knowledge management as well as a journey history dashboard
for insights into optimal next steps or offers.
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Personalized
Multimodal Self-Service, which provide contextual and personalized
multimodal self-service for each customer and at the right time
seamless contextual transitions to the optimal agents or workers.
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Knowledge
Management, which provides both agents and customers proactive
contextual knowledge in self-service or agent-assisted scenarios. The
optimal knowledge is offered to customers on websites and during
channel interactions and to agents engaged with customers.
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Omnichannel Callback, which provides automated callback from websites,
IVR applications, or mobile web or native apps allowing customers to
receive guidance and support on their own schedule and choice of
channel.
Genesys Executives Featured in Panel Discussions
Genesys executives will participate in the following Enterprise Connect (News - Alert)
panel sessions sharing personal insights and best practices of managing
customer journeys, cloud contact centers and market updates for the
enterprise:
Monday, March 16
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Contact Center Market Update & Executive Forum
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Genesys Participant: Reed Henry, Chief Marketing Officer
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Time: 9:00 - 10:45 a.m.
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Location: Sun C
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Industry contact center analyst Sheila McGee-Smith will facilitate
an overview of technology trends and a panel session focusing on
how contact center solution providers are addressing contact
center market trends with new and existing software.
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Managing the Customer Journey
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Genesys Participant: Reed Henry, Chief Marketing Officer
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Time: 3:15 - 4:00 p.m.
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Location: Osceola 1
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Ovum (News - Alert) Analyst Aphrodite Brinsmead will lead this panel discussion
focusing on the importance of managing the customer journey,
bringing a fresh approach to looking at customer service and
support that relies on new technologies for capturing customer
events from multiple sources, and predicting where customers are
on their journey.
Tuesday, March 17
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Contact Center in the Cloud
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Genesys Participant: David Bukosvsky, Senior Vice President -
Offer Management
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Time: 1:30 - 2:15 p.m.
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Location: Osceola A
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Ovum Analyst Aphrodite Brinsmead will lead this discussion of
panelists offering insights on moving premise-based contact
centers to the cloud with clear business cases and justifications
for using hosted contact center services.
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NextGen (News - Alert) CX: Creating a Great Customer Journey
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Genesys Participant: Scott Kolman, Vice President - Product
and Solutions Marketing
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Time: 4:00 - 4:20 p.m.
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Location: Expo Theater
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Attendees will experience in real-time the latest multimodal
omnichannel capabilities of the Genesys Customer Experience
Platform featuring Genesys Omnichannel Desktop, Personalized
Self-Service capabilities and Customer Journey Analytics and
Monitoring.
About Genesys
Genesys is the market leader in omnichannel customer experience (CX) and
contact center solutions in the cloud and on-premises. We help brands of
all sizes make great CX great business. The Genesys Customer Experience
Platform powers optimal customer journeys consistently across all
touchpoints, channels and interactions to turn customers into brand
advocates. Genesys is trusted by over 4,500 customers in 80 countries to
orchestrate more than 100 million digital and voice interactions each
day. Visit us at www.genesys.com
or call us at +1.888.436.3797.
About Enterprise Connect
Enterprise Connect is the leading conference and exhibition for
enterprise communications and collaboration in North America. Enterprise
Connect brings corporate IT decision makers together with the industry's
vendors, analysts and consultants to focus on the issues central to
enterprise communications and collaboration hardware, software, systems
and services. Enterprise Connect owns and produces No Jitter, (www.nojitter.com),
providing daily blogging and analysis, and it also serves the enterprise
communications community with a weekly email newsletter, a Webinar
Series and Virtual Events. For more information, visit www.enterpriseconnect.com.
Photos/Multimedia Gallery Available: http://www.businesswire.com/multimedia/home/20150316005708/en/
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