Mediu was proud to be part of Genesys’ first ever CX17 Conference in Indianapolis on May 22 – May 25. This premier customer experience conference is the first conference since Genesys’ acquisition of Interactive Intelligence. It brought great minds, visionary leaders, satisfied customers and trusted partners together around technology. We had the honor of presenting MERF to this year’s conference attendees.
The four-day conference introduced industry trends and best practices through keynote speakers, networking opportunities, breakout sessions, and an education day. If you were unable to attend, we’ve compiled a list of seven key messages that were presented at the conference:
#1: Genesys renamed its product suite.
Genesys’ Customer Experience Platform Portfolio renamed its three products PureCloud, PureConnect and PureEngage. The “Pure” nomenclature from Interactive Intelligence builds consistency across the platforms. Each offers its own level of support to its customers, but they all allow customers the ability to design exceptional customer relationships, empower staff and run the business in smarter ways.
#2: Genesys was named Gartner Worldwide Leader in Contact Center Infrastructure
For the ninth year, Gartner placed Genesys highest amongst all vendors in ability to execute and completeness of vision. They were recognized as the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide.
#3: Omnichannel is key to increasing employee engagement
Studies show that 87% of employees worldwide are not engaged at work. And those that are outperform their peers by 147% in earnings per share. A presentation identified the seven best practices for increasing employee engagement.
#4: Genesys’ PureBridge Program
PureBridge is an assessment that provides a transition roadmap to seamlessly move a business from costly, unsupported hardware architectures to low cost, full software cloud solution from Genesys. This is an excellent alternative to Avaya or any disparate systems.
#5: “G-Nine” and “Kate” have arrived
The G-Nine omnichannel platform combines deep cerebral power, the human touch and transformative integrated capabilities to create easy, effective and personal customer experiences. Kate is a personified AI ecosystem who brings her own micro apps and natural language understanding. She blends the capabilities of Blended AI to bridge automation with the human touch.
Communication markets are shifting through the influence of Millennials. Privacy concerns are broken down, ownership is not as important, there is a reduction in deep, lasting relationships, and single employer loyalty is diminished. Automated Vehicles, Artificial Agents, Blended A.I., and Exponential Curve are all ways to engage customers over the next decade.
#7: A new look for Genesys
As the world’s leader of customer service and contact center software and services, Genesys believes that engaging with businesses should feel no different than engaging with people. Their new identity captures the adaptability and fluidity of human conversation. Three rounded forms, which communicate openness and warmth, converge to create the lower case “g.” You can experience the new look for yourself by watching this video.
You can learn more about the CX17 Conference, the presenters, and breakout session topics by visiting Genesys’ conference website.
Mediu provides our customers with the most current technologies, recommendations and support in our industry. If you’d like more information about our solutions, our services, or our partnership with Genesys, please contact us today or visit our website.