Conferences & workshops organized by GENESYS

Discover the concrete opportunities of AI to improve management of an omnichannel customer journey (voice and digital) and its impacts on the tasks of advisor teams.

You need to better understand the transformations in the customer experience market to take the right direction: which interaction channels should be favored? When should automation be accelerated? Or will human action remain the most effective? What is the accelerating power of AI? Discover trends based on international studies and business success stories to build the future of your CX!

More than 30% of a contact center advisor’s time is spent searching for information to give a response to a customer. Faced with the explosion of data from various sources (web forms, chat, bot, summary of telephone interviews, CRM-ERP, etc.), this session will present how to unify this profusion and manage it coherently. You will see how to gain efficiency and personalization capacity in exchanges between a client and a remote advisor.