Category: Business

Connecting influencers, customers, and partners with candid insights into Customer Experience - one podcast at a time

Host: Scott Nagel - Genesys Global Consultant Program Manager

August 4, 2020

Episode 6 - Three Reasons Contact Centers Belong in the Cloud

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.

July 6, 2020

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

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. 

June 4, 2020

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

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.

May 4, 2020

Episode 3 - Successfully Transitioning Agents to WFH with Genesys Cloud – TechStyle’s Covid-19 Success Story

Listen to an interview with Aarde Cosseboom, Senior Director of GMS Technology at TechStyle Fashion Group, as he describes the challenges and lessons learned from successfully transitioning 1000 agents in twelve countries to Working from Home (WFH) in a 24 hour period, utilizing Genesys Cloud. He discusses how they handled regional areas with no Wi-Fi at home and provides suggestions for overcoming noisy home environments in order to provide a high level of customer experience for their customers, even during the Covid-19 pandemic.

April 24, 2020

Episode 2 - How Genesys and Google Cloud CCAI Make Conversational AI a Must Have for Your Contact Center

Join host Scott Nagel as he discusses Google Cloud Contact Center AI (CCAI) with Joe Ciuffo and James Walford from Genesys. They discuss the benefits of conversational AI and how Genesys and Google Cloud uniquely integrate. They also provide specific use cases including the increased demand for AI in the contact center with the current Covid-19 situation.

March 31, 2020

Episodio 1 - Gina Clarkin, lo que todo cliente de Avaya necesita saber ahora

Únase al anfitrión Scott Nagel mientras habla con Gina Clarkin, directora de marketing de productos, sobre lo que los clientes de Avaya necesitan saber en este momento.

March 31, 2020

Episódio 1 - Gina Clarkin, o que todo cliente da Avaya precisa saber agora

Junte-se ao anfitrião Scott Nagel enquanto ele conversa com Gina Clarkin, diretora de marketing de produtos, sobre o que os clientes da Avaya precisam saber agora.

March 31, 2020

Episode 1 - Gina Clarkin, What Every Avaya Customer Needs to Know Right Now

Join host Scott Nagel as he talks with Gina Clarkin, Product Marketing Director, about what Avaya customers need to know right now.

March 31, 2020

Épisode 1 - Gina Clarkin : Tout ce que les clients d’Avaya ont besoin de savoir dès maintenant

Joignez-vous à l’animateur Scott Nagel alors qu’ils discute avec Gina Clarkin, directrice de la commercialisation chez Genesys, de tout ce que les clients d’Avaya ont besoin de savoir dès maintenant.