G-Force 2015 Breakout Sessions 1:30-2:15pm Tuesday, October 27 th Breakout Sessions (45 Minutes) A Practical Guide to Making the Transition to an Omnichannel Contact Center Making the transformation from managing single interactions to the orchestration of end-to-end customer journeys is critical to your ability to delight your customers. Yet, the idea of making such a move can seem daunting. In this session we will discuss four practical steps organizations can take to move toward enabling omnichannel journey management, along with examples of how other companies have made the move and the resulting benefits. Empowering Your Employees to Deliver on Customer Journeys Where does a customer journey start, and how can you nurture it to ensure a positive outcome? Join this session to learn how companies are using CX routing, contextual customer information, and an omnichannel desktop to ensure an optimal outcome at each critical touch point in the journey. Genesys AppFoundry Unlocking the Power of the Genesys Ecosystem Come learn about the new Genesys AppFoundry and how it gives customers unprecedented access to Genesys and partner-built solutions that can unlock the power of your investment faster than ever before. Join this session to see what s available in the AppFoundry and how we are investing in the Genesys ecosystem to give you, our customers, more power than ever before.
Manage Your Virtual Operations Through a Command Center Approach Get the inside scoop - hear how Genesys customers are leveraging the power of Genesys technology - routing, reporting and workforce optimization to Improve operational efficiency and reduce cost by effectively managing agent resources across multiple locations and taking timely actions. 2:30-3:15pm Accelerate Business by Engaging Customers on Web and Mobile Your clients are more connected than ever before, many of them are online right now. Do you have a strategy to engage with them in real-time across any device? Learn how Genesys is enabling enterprises to connect with customers to accelerate sales, reduce support costs on the connected web. Enhance Customer Satisfaction Through Proactive Notifications Learn how proactively contacting customers with timely, relevant, and personalized information both improves satisfaction and results in fewer low-value calls into the contact center. In this session, you will hear Walgreens and UPMC Health Plan share how they are using Genesys Outbound Engagement to improve the experiences of their customers. Maximizing the Business Value from Your Genesys Investment Join us and hear how your peers have gained more value increased revenues, improved efficiencies, and increased customer loyalty - with our expert advice. Moving Your Omnichannel Strategy from Plan to Implementation Your company has decided to evolve your multi-channel environment into a true omnichannel environment. Great, now what? Hear how Genesys can help you implement your strategy overcoming common obstacles and concerns so you can realize the business benefits of omnichannel. 3:30-4:15pm Delivering Memorable WOW Experiences to Your Customers An introduction to the Genesys Wow Method which incorporates service design thinking into the research, design and development of optimized customer journeys to create memorable wow
customer experiences. As customer journeys span touchpoints like the website, mobile app, social media and the contact center, the Genesys Wow Method brings a structured approach dramatically improving these journeys. Delivering NextGen Self-Service: Not Just IVR Anymore The digital revolution altered how consumers resolve customer service issues. They now choose to self-serve via the web, mobile, or voice. But simply providing the option for selfservice in these disparate channels is no longer enough. To truly modernize, companies need to integrate these channels to provide a predictive, proactive omnichannel experience. Driving Real Business Outcomes Through Business Process Automation Effective execution of business processes and optimizing the efficiency of the workforce are critical to delivering great customer experiences. During this break out presentation you will learn how both Vodafone Egypt and ING Belgium are driving real business outcomes through Business Process Automation powered by Genesys. Extend Your Omnichannel CX Strategy to Branch or Store Some thought that in the digital age the traditional branch or store was a thing of the past. Find out how organizations across industries are now putting branches and stores back at the heart of their efforts to deliver Next Gen CX and as a result are driving increased sales, loyalty and operational efficiency in new and innovative ways. Improve Workforce Effectiveness Through Analytics - Driven QM Due to the manual nature of traditional Quality Management (QM), most organizations can t afford to review more than 2% of the conversations they handle. Attend this session to learn how to leverage Speech Analytics and Text Analytics to automatically evaluate 100% of conversations and in doing so, to dramatically improve your QM processes.
Gold Sponsor Sessions (45 Minutes): 1:30-2:15pm Kaiser Permanente s Enterprise Interaction Transformation enabled by Technology Join us for an overview and panel discussion about Kaiser Permanente s business and technology transformation. Learn how they transitioned from multiple systems into one cohesive Genesys solution. Hear how Verizon s expertise and integration experience helped ensure the transition delivered on business imperatives, and learn best practices for Day-2 support. IBM Design Thinking: A New Approach for Interactive Contact Centers Design Thinking is a creative, problem solving approach rooted in human empathy, rapid prototyping and radical collaboration. IBM Design Thinking is a unique take, forged out of our internal experience and based on four stages: understand, explore, prototype and evaluate. Join experts from IBM Global Business Services, Design Thinking, Marketing Cloud and Customer Experience in an interactive forum to discuss real life examples, including your own. You will hear how design thinking can achieve a differentiated contact center experience and where we are applying these principles. Bring your willingness to participate in an interactive discussion with our team, and other clients, about customer engagement. 2:30-3:15pm Visualize Your Interaction Data to See Customer Trends and Improve Contact Center Operations Join Aria Solutions for a panel discussion to hear how our clients were able to visualize interaction data to analyze operations, resolve issues and lower operational support costs using CIMplicity Visualizer. This business and support analytics application reveals contact center trends and patterns to improve customer experience. 3:30-4:15pm SIP Transformation is Not Simple! A Case Study on How to Reduce the Risks (sponsored by AudioCodes) The move to SIP is by now not a question. But how smoothly and successfully the migration s accomplished, still is. Tightly integrating Genesys-certified IP phones, SBCs and Gateways all
managed and monitored with a single system AudioCodes is the only Genesys OEM global strategic partner that offers a full life-cycle program that provides Planning & Design consultancy, Network Readiness Assessments, experienced engineers for Implementation & Testing, and Day Two Services for voice quality monitoring & management. Learn how one of the fastest growing energy companies in the United States shortened their deployment cycle and reduced costs including implementation and operational risks with the AudioCodes solution. Technical Breakout Sessions (20 Minutes) 1:30-1:50pm Monitoring and Engagement in the Digitally Connected World What is online behavior monitoring and engagement and why should you care? Join this session to learn how Genesys is simplifying digital engagement across Web, Mobile and Internet of Things, introducing new optimized user interfaces and building a platform for the world of connected devices and customer experiences. SIP Transformation: How to Future-Proof Your Contact Center Operations SIP has supplanted CTI as the voice technology for the contact center. Yet, many existing contact centers still use legacy ACDs without taking advantage of SIP benefits on TCO, flexibility and multimedia. Join us to learn from the major use cases and lessons learned from various types of SIP transformation projects. 2-2:20pm Don t Wait for Customers to Call You: Easily Add Outbound Notifications to Your Contact Center Your customers expect you to engage them proactively. Learn how you can add outbound notifications to your existing Genesys deployment, and be among the first to see our new selfservice user interfaces and compliance tools. See how you can create, monitor and tune your own outbound campaigns across outbound IVR, dialer, text message and email channels. Making Contact Center Administration Fast and Easy Learn how the new look and feel of Genesys Administrator simplifies provisioning and monitoring of your contact center. Understand how Administrator makes it easier to perform everyday tasks.
Next Generation Customer Experience Widgets The name of the game today is delivering a consistent and personalized user experience on all devices. Learn how Genesys is making your customer connections easier than ever before with the new widget builder that incorporates the user interface, business logic, and connections to back-end systems to build widgets that can be used across various applications and devices. Join this session to see what s coming next! 2:30-2:50pm Drive Your Critical KPIs Higher Using Integrated Knowledge Management What if you could infuse knowledge across all points of your customer¹s journey? What if the right answers were a few clicks away from your agents? Imagine if your agent¹s natural workflow effortlessly facilitated the authoring of fresh answers! This session will show how Genesys Knowledge Center can help you achieve all of this. Maximizing Your Uptime with Genesys Care Workbench Join us for a sneak preview of the Genesys Care Workbench coming in early 2016. Workbench provides a consolidated dashboard for easy access to tools that will give you greater visibility into operations and faster notification and resolution of issues - always aiming to maximize your uptime. Video Enable Your Digital Customer Experience with Genesys Video Gateway Discover how Genesys Video Gateway enables a superior video customer experience. See a live demonstration and learn about architectural best practices. 3-3:20pm Get the Best out of Your Genesys and Skype for Business Platforms Attend and see how the Genesys/Microsoft integration enables customers to reach the contact center through Lync or Skype via voice, chat or video, and effortlessly transition between channels. You ll learn how collaboration across the enterprise whether customer-to-agent, agent-to-expert, or a three way collaboration drives first contact resolution. Taking Your CRM to the Next Level See the power of leveraging the Genesys Customer Experience Platform and CRM systems to deliver a unified agent and customer experience. Understand how their joint capabilities
optimizes omnichannel routing, customer interactions and conversations. Explore deployment options for Genesys Gplus CRM Adapters and the Workspace desktop. The Omnichannel Agent Desktop Learn how an omnichannel desktop empowers your agents to handle interactions across all channels, with instantaneous access to customer history and supporting context. This session will show how the right desktop equips agents to deliver exceptional customer experiences. 3:30-3:50pm Better CX with Context Based Routing Take a peek into how you can improve CX across different touch points in your organization. Customers expect your organization to understand the context of their conversation across interactions, they expect your solutions to dynamically align and be multi-modal and provide omnichannel experience. In this session, we will walk you through how to achieve it with the Genesys Customer Experience Platform. Integrating Omnichannel Callback No one likes to wait on hold. Genesys Callback lets businesses offer the customer a convenient way to connect with your business without wasting their time, reducing missed opportunities, maintaining service levels and optimizing valuable contact center resources. Join this session to hear about how Genesys is offering a truly omnichannel Callback experience across Web, Mobile and IVR. Leveraging Genesys AppFoundry A Developers Perspective The Genesys AppFoundry gives customers unprecedented access to Genesys and partner-built solutions to unlock the power of your investment faster than ever before. Join this session to see what s available in the AppFoundry for developers and what s coming next from the Genesys Ecosystem. 4-4:20pm Connecting the Contact Center with Your Mobile Customers Attend this session to learn how to successfully deploy Genesys Mobile Engagement and why a seamless transition from your mobile app to the contact center is critical to increase customer satisfaction and optimize contact center efficiency.
Genesys Designer - Making it Easier to Design Applications Designer is a new intuitive CX Design tool that unifies the creation and management of self and assisted service apps while empowering business users to continuously improve and manage CX through closed loop iteration. Join us as we demonstrate how to create, manage and optimize customer engagement applications without any programming skills required. Leveraging the App Store The APIs The Genesys CX Platform is amazingly flexible and powerful, but nothing can do more for your business than custom tailoring it to improve agent productivity and boost customer satisfaction. Join us to learn about using Genesys Web Services to develop for the CX Cloud Platform. Wednesday, October 28 th 1:45 p.m. - 2:30 p.m. Breakout Sessions (45 Minutes) Optimize Customer Journeys with Data Driven Analytics Trial and error methods simply aren t sufficient to optimize customer journeys or deliver business outcomes. See how Genesys delivers a data-driven approach to understanding customer engagement across channels. Video Collaboration - Taking Your Customer Experience to the Next Level Businesses continue to be challenged with serving customers the way they wish to be served. This has moved beyond traditional customer engagement and into the realm of collaborative customer engagement. Learn how video collaboration brings customer relationships to the next level.
Vertical Breakout Sessions (45 Minutes) 1:45-2:30pm Healthcare Insurance: Improving the Member Experience Join us as key customers in the healthcare insurance industry discuss the issues they ve faced and how they are focusing on improving the member experience. Hear how they are using Genesys technology to increase CSX, provide an omnichannel experience, improve efficiencies and reduce cost. Delivering Next Gen CX for Travel and Hospitality in a Digital Age In the ever-changing Travel and Hospitality sector, where travelers are savvier and competition more intense, enabling Next Gen Customer Experience is now a central strategy for airlines, hotels and travel operators. Come and join your peers to explore new ways of delivering high quality, effective and efficient omnichannel customer engagements. 1:45-3:30pm Financial Services Track - Moving from Digital Stepping Stones to Omnichannel Customer Journeys As customers move to digital channels, financial firms are challenged to offer the channels they desire, carry the context of interactions across channels, and bring branch staff into the virtual communications strategy to deliver a branch-like experience in a branch-less world. Join our global panel as we explore these topics. 2:45-3:30pm Internet of Things - From Drones to Bots: What s Next for Customer Care in Insurance, Utilities, and Healthcare Whether it s drones scanning disasters, smart meters enabling proactive care, video kiosks bringing the call center into the store or IoT devices communicating with the car, technology is rapidly changing customer engagement. Join an informal discussion as leaders from an array of industries discuss what s here, what s next and what it means to you.
Interactive Breakout Sessions (45 Minutes) 1:45-2:30pm Ask the Experts! Building and Managing an Effective Workforce to Manage the Omnichannel Revolution Planning and managing your workforce in today s omnichannel world is a challenge. Research shows that almost 60% of businesses still have no solution in place to accurately forecast, plan, and manage adherence processes across channels. Come to this interactive session to get fresh perspectives from a customer who s been through it and emerged successfully on the other side! Ian Williams from BB&T (Branch Banking and Trust) will join forces with Genesys experts to give you some real-world tips and tricks for success! Best Practices: The Art and Science of Outbound Engagement Join our roundtable discussion on proactive customer communications. Learn how to overcome common business challenges, tips on leveraging multiple communication channels to drive great customer experiences, and best practices for successfully engaging today s mobile-first customer. Please bring your questions and ideas to share with the group and hear about others experiences. Building the Business Case for Contact Center Modernization If you need credible metrics to justify CX infrastructure investments, Genesys has tracked results for hundreds of customer deployments to get a clear understanding of measurable value. Join us for this interactive breakout as we demonstrate the benefit and ROI calculators available to help you build your business case. Customer Satisfaction and Operational Efficiency - How You Can Have Both Join us for a lively discussion around the best practices for resource skills development, interaction routing, WFM, and insightful reporting. Aligning these disciplines will help you improve your operational efficiency, increase your customer satisfaction ratings, and achieve your business goals.
2:45-3:30pm CX Forecast: Cloudy and Loving It Explore new customer engagement capabilities available from Genesys in the Cloud, and participate in the dialogue around cloud migration. Bring your questions and new ideas to this interactive session, where you ll both share and hear what innovative companies like Red Hat (or, like yours ) are doing to leverage Cloud initiatives. See the Potential of Next Gen Customer Experience Analytics for Business Transformation! Join this interactive session where we will discuss ideas around how to deliver on your Customer Experience (CX) and operational goals. See the potential of NextGen Customer Experience Analytics in a virtual reality world! You ll get to see and feel the demo you see on the main stage using Oculus Rift virtual reality and Genesys analytics solutions! Understand the steps to develop a business transformation plan with expert assessments, interaction analytics technologies and Guru Managed Services. Mapping and Optimizing Customer Journeys to Dramatically Improve CX Customer experience is a critical business priority. The truly memorable experiences have to be designed. Join us in this hands-on workshop to learn how to map a customer journey and optimize it to create high impact to the customer and deliver major business benefits to your company. Walking the Tightrope: Understanding Outbound Compliance Requirements Join our roundtable discussion on the evolving world of compliance for outbound communications. In this session we will talk about the rules which govern the communications you send to customers, as well as best practices for managing customer opt-in and consumer privacy. Please bring your own questions and add to the conversation.