UNLOCKING FURTHER VALUE FROM GENESYS CLOUD CX
Genesys Cloud CX is a powerful platform with the capabilities to deliver brilliant outcomes for customers, employees and the broader business, but could you be making more of your cloud CX investment?
If you are an Operations or IT specialist, a Team Leader or a Contact Centre Manager, this Genesys Cloud Community Day is for you. You’ll have the opportunity to meet like-minded professionals, discuss new features and ways to take advantage of the productivity gains that AI can offer. Plus discover how to add value to Genesys Cloud CX with a range of focused Sabio IP solutions.
Register now to join us in Manchester on 27th March.
11:00
Welcome and Introduction
11:15
Genesys Roadmap & Future
Latest Genesys Features & Capabilities have arrived and are scheduled and how they solve business changes and you can get more value from your existing subscription, including:
- Virtual Agent – Latest AI-powered self-service capabilities
- Multi-Panel Agent & Supervisor UI – Changing agent experience and the productivity opportunities, the UI is changing by default on 31st March
- ACD Web Chat – Ensuring your web chat remains supported beyond June 11th
- Social Media – Bringing brand engagement activity into your contact centre
11:45
Channels & Automation
- AI Tokens – Trial new features and avoid unexpected costs with this pricing change
- Channel Shift – Are you a laggard or a leader? How can digital channel shift and deflection help you handle more customer workload with your current staffing levels
- Virtual Agent – How will AI eat into your contact volume? Where to start applying AI to begin your automation journey
13:15
Lunch
14:15
Architecture & Technology
- “Architect” Sprawl – Strategies for managing your business logic safely and efficiently whilst unlocking agility
- Enabling business/operations teams to administer basic settings without IT administration overheads
- Change management made easy
15:00
Operational Management
- Automated Quality Management – Consistently review 100% of your contacts for quality management instead of just a few % while saving time and providing meaningful feedback to your frontline agents
- Customer Experience Measurement – Are you using the new voice customer survey features to measure and improve your service effectively?
16:00
Maximising the value Genesys brings to your business
- Use Case – Discover how Sabio’s Health Check is helping organisations spot underleveraged capabilities and review their alignment to industry good practice
- Free Genesys Cloud Adoption & Value Review
16:15
Open Discussion
Your chance to ask, share and collaborate
16:45
Wrap Up
Summarising key takeaways from the sessions
Nadja Janjic
Solutions Group Consultant
Sabio
Guillaume Faure
Principle Solutions Manager
Sabio
Ryan Johnson
Principle Engineer
Sabio
Christine Howard
VoC Operations & Service Manager
Sabio
About Sabio Community Days
We’re bringing together practitioners who are looking to develop expertise within their specialist area. The aim of Sabio Communities is to inspire best practice and help members build networks with like-minded people from other organisations.
