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 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.” 

Episode 10 - How WEM Unleashes the Benefits of Working from Home

October 7th, 2020

Listen to popular industry consultant, speaker and blogger Steve Leaden as he discusses how an integrated WEM solution unleashes the benefits of utilizing work from home contact center agents. Steve provides detailed ROI analysis and discusses real-world benefits to both companies and employees.

Episode 9 - How Multi-cloud Architecture Future Proofs Contact Centers

September 10th, 2020

In this podcast, Tara Griffin, Director of Strategic Solution Sales at Genesys describes the flexibility multi-cloud architecture brings to businesses, allowing them to tailor their infrastructure, deployment and management models to fit their business. 

Episode 8 - Predictive Engagement – Stop Missing Critical Customer Moments and Outcomes

September 2nd, 2020

In this podcast, you’ll hear Rik McCrossan, Digital-AI Lead at Genesys, explain how Predictive Engagement can enable contact centers to catch the customer moments that matter the most, and act on them in real-time. He shares real-world success stories where digital sales increased as well as NPS (net promoter scores), demonstrating how predictive engagement makes Experience as a Service happen.

Episode 7 - Beyond the Bots Hype Cycle: How Service Automation and Bots Drive Real ROI

August 12th, 2020

Join host Scott Nagel as he interviews Tim Friebel, Genesys’ North American sales lead for Service Automation. Tim provides a clear view of the value service automation and bots bring to contact centers, including choice and orchestration. He answers the question, “What do you do if you don’t automate everything?” and discusses how easy it is to show a quick ROI when adding service automation and bots to a contact center.

Episode 6 - Three Reasons Contact Centers Belong in the Cloud

August 4th, 2020

Listen as Jim Whatton, VP, North America Solutions Consulting for Genesys, discusses why NOW is the time for contact centers to be cloud-based. He clearly describes the importance of speed to market, ongoing cloud innovations, and why microservices are the key to agility. He also presents a strong case for why he believes Genesys Cloud stands out from the competition.

Episode 5 - Why Your Contact Center Needs Voice Biometrics Today! A Conversation with Quinn Agen of Omillia

July 6th, 2020

Join host Scott Nagel as he interviews Quinn Agen of Omilia, a Genesys App Foundry member. Quinn clearly describes how contact centers that implement Voice Biometrics reduce fraud, decrease call handling time, while greatly improving customer experience. 

Episode 4 - Why Genesys’ WEM is Making Headlines and Winning Awards

June 4th, 2020

Join host Scott Nagel as he discusses Genesys’ Workforce Engagement Management with Michele Fisher from Genesys. She clarifies the differences between WFM and WEM, shares insights into why Genesys stands out among the competition in the WEM space, and provides a glimpse into what features are coming later this year.