Genesys GForce 2016 - Day 1

nGUVU has been with the Genesys AppFoundry since its inception in 2015, mainly because we believe that Genesys is aligned with our values and technology foundation: engaging the call center agent to promote better customer service, consolidating contact center apps within a cloud-based architecture, and optimizing the omnichannel customer experience.

Because we were founded by contact center veterans that understand the challenges of running a profitable and service-oriented business model, we have stood behind the value of nGAGEMENT, and it has proven itself to be extremely well-received by our customers. 

Now those challenges have been addressed in an all-encompassing category of solutions under the Genesys technology stack: Workforce Optimization.

Day 1 of the yearly G-Force event, this year being held in Miami, FL, at the Fontainebleau hotel, we learned that the Genesys 2017 Roadmap for omnichannel Employee Engagement is all about consolidation, integration, and seizing opportunities to better serve customers and partners.

This is a milestone transaction that combines industry leading expertise and capabilities to support stronger customer relationships, accelerate innovation and drive growth. We are excited to work with the Interactive Intelligence team to deliver even greater innovation and value to our global customers and partners.

~ Paul Segre
Chief Executive Officer, Genesys

From what we heard today, the integration of Interactive Intelligence and Genesys solutions will be hitting the market near the end of 2017 - which is not that far out! And the message today about employee engagement could not have been more clear: Workforce Optimization IS Employee Engagement.

Our philosophy has always been that happy employees lead to happy customers, and we have written about how this has even been scientifically proven. Now our philosophy has been validated by the largest contact center vendor in North America, with an acquisition and technology integration roadmap to include the solutions from Interactive Intelligence to further bolster the future of workforce optimization in the modern contact center.

Genesys | Interactive Intelligence - Roadmap

Genesys | Interactive Intelligence - Roadmap

Whether its specialized apps like nGAGEMENT, Desktop applications, partner technologies, or larger omnichannel all-in-one contact center solutions, every piece of today's contact center technology will be offered in the cloud by the end of 2017.

And the focus on multi-channel engagement will be demonstrated with capabilities in areas we know have yet to be fully explored.

For example, it's been established that over 75% of consumers are online when calling in to the typical contact center, either for service or sales. Why not extend the voice experience with an online access menu? In order to make the customer's life easier, we can't just add communication channels to the technology stack: we need to create a truly integrated interface that transforms multiple-channel communications to an omnichannel customer experience.

For ongoing updates directly from G-Force 2016 in Miami, follow nGUVU on Twitter and use #nGUVULive