Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com

By
Nicolas De Kouchkovsky
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In part 1 of the series, we looked at technologies for self-service and customer interaction over the various channels. In this second part, I would like to cover...

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By
Blair Pleasant
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With the conference name of Xperience19, it’s clear that the key focus of this year’s Genesys’ annual customer conference was customer experience.

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Blair Pleasant
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Experience was the theme at this year’s Enterprise Connect. It was all about experience – including Customer Experience (CX), User Experience (UX),...
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Nicolas De Kouchkovsky
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The attractiveness of automation is not new. It drove the adoption of Computer telephony integration (CTI) and Interactive Voice Response (IVR) in the past. The cloud...

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By
Jim Burton
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In the wake of Avaya ENGAGE 2019, held late January in Austin, Texas, the BCStrategies Experts got together to discuss the event, Avaya, the company'...
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Jon Arnold
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Building on takeaways from a presentation at a recent SCTC regional event by Gord Sexton from Genesys, he provided useful guidance – primarily for consultants to get...

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By
Jim Burton
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In this Industry Buzz podcast, the BCStrategies Experts reflect on 2018. Jim Burton moderates the conversation, with Experts Peter Bernstein, Marty...
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By
Blair Pleasant
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At its analyst conference in the heart of beautiful Napa Valley, Genesys laid out its strategy for what it calls “AI-powered journey optimization.” The company has...

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By
Nicolas De Kouchkovsky
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We continue our exploration of the key trends shaping up the customer interaction management market. In the first part of this article, we looked at the accelerating...

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By
Blair Pleasant
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At the Google Cloud NEXT conference in San Francisco, Google made many, many AI announcements, including new AI tools to help contact centers be more efficient and...

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By
Phil Edholm
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At the Google Cloud event GoogleNext 2018, there were a lot of announcements. This conference is focused to how to use the Google cloud for business deployments.

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By
Nicolas De Kouchkovsky
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I am excited to share the second iteration of my Customer Interaction Management market landscape. The number of participants has jumped from 450 to 650. The steep...

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