The Consultant Podcast from Genesys

Connecting influencers and customers with all things Genesys, one podcast at a time

Host: Scott Nagel - Genesys Global Consultant Program Manager

Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys’ new Ascend Partner Program

June 8th, 2021

Listen as Ken Archer, SVP of Worldwide Channels, describes the new Genesys Ascend Partner Program, and how it delivers on Experience as a Service with and through a global ecosystem of partners.

Episode 19 - Reduce TCO by Integrating Accounts Receivable Management into your Contact Center

May 20th, 2021

Listen as Scott Nagel interviews the business leaders of Latitude by Genesys.They discuss the importance of integrating accounts receivable management into the contact center to provide 360-degree visibility into the entire business relationship, while reducing TCO.

Episode 18 - Bot Building Made Easy – Learn how Genesys Dialog Engine Bot Flows Simplifies the Process

May 4th, 2021

Bot building doesn’t have to be difficult. In this podcast, Scott Nagel interviews Robert Blane and Nicola Burns from the AI product management team at Genesys. They describe how Dialog Engine Bot Flows embraces the power of AI, simplifies bot creation, and helps deliver on the promise of Experience as a Service.



Episode 17 - Up to 200K Concurrent Calls, Scalable and Secure- Why Genesys Engage on Azure is a Big Deal

April 20th, 2021

Secure, feature rich, scalable, and capable of handling 200K concurrent calls. In this podcast, John Hernandez, EVP and GM of Genesys Multicloud, explains why the recent announcement of Genesys Engage Multicloud on Microsoft Azure is a big deal, not just for Genesys, but for the industry.

Episode 16 - How Gamification is a game changer for agent performance and job satisfaction

April 7th, 2021

In this podcast, Scott Nagel discusses Gamification with Michael Logan, a senior strategic sales consultant at Genesys. Michael builds a compelling case for how gamification can help speed up onboarding, increase agent performance, and foster a positive team environment all while encouraging friendly competition. 



Episode 15 - Experience as a Service - What it is and why it matters to customers

March 23rd, 2021

In this podcast, Peter Graf, Chief Strategy Officer at Genesys, discusses Experience as a Service and how it drives business value and enables companies to provide superior, empathy enabled experiences to their customers.


Episode 14 - The Gig Economy and the Changing Paradigm of WEM

March 9th, 2021

In this podcast, Merijn Te Booji, General Manager of WEM at Genesys, describes the importance of Genesys’ partnership with Limitless, the value of and best use cases for gig workers, and how the paradigm of WEM and the whole industry is changing (accelerated by the pandemic).



Episode 13 - Vonage APIs + Genesys Cloud = Extending SIP Coverage, Audio and AI Capabilities

February 5th, 2021

In this podcast, Bernard Slede, Director of Strategic Partnerships at Vonage, explains how Vonage APIs, an App Foundry partner, not only extends voice and video functionality for Genesys Cloud, but also enables customers to add SIP trunking in less than 10 minutes while simplifying carrier contracts.

Episode 12 - How the Pandemic has Changed Contact Centers for Good

December 17th, 2020

Listen as Scott Nagel interviews Craig Robinson, Director of StableLogic - an influential, independent UK consulting firm. Craig addresses how the Covid-19 pandemic has accelerated contact centers moving to the cloud, and how that is helping them to be more flexible and productive. He discusses why he believes voice is never going away, and provides insights into new issues that have arisen, such as security, compliance, as well as motivating and training agents working from home.


Episode 11 - How to Reduce Customer Effort While Increasing Loyalty - an Interview with CX Index Founder David Heneghan

October 27th, 2020

This podcast features an interview with David Heneghan, Founder of CX Index, a Voice of the Customer Solution and Genesys App Foundry partner. David highlights how CX Index integrates seamlessly with Genesys Cloud and Engage and has proven to reduce customer effort an average of 31% while increasing customer satisfaction 29%. David shares some real-world success stories demonstrating that “when the customer gets a better experience, everyone wins.”