Last week’s Enterprise Connect reveled in digital transformation and was lauded to be the year of cloud. This was highlighted by the frequency of the use of the term “hybrid” in various sessions as attendees looked to how they will move to the cloud quickly. Inside the contact center track, the word that surfaced the most often in conjuction with customer experience was simplicity. Vendors vied to position their product or solution as the one to accomplish this feat. That is, until Adam Swidler of Google for Work took the stage for his keynote and stated that we while we were all saying the same thing about simplicity, we were talking about different segments.
The audience at Adam’s keynote shifted in their seats upon hearing this proclamation, but I sat there in an air of pride. This is where the Genesys Omnichannel Engagement Center solution differentiates itself. It’s not focused on a single segment or interaction type, but an overarching platform that orchestrates all interactions to deliver a seamless, consistent, and personalized customer journey from beginning to end, and anticipates the next engagement.
In the Genesys booth we highlighted not only our abilities to power next generation omnichannel customer experiences—to master the moments, experiences and relationships vital for an optimal experience—but also the financial benefits as captured in the recent Forrester TEI Report. Hourly presentations were well attended, and our finely tuned demos exposed the ease of omnichannel engagement, leading to inquisitive conversations with our team of experts. Visitors took advantage of the Omnichannel Challenge to assess their company’s ability to meet the new standard in customer experience. As with previous years, we were once again proud to participate in panel discussions. Chris Connolly and I each joined an executive panel which, respectively, addressed customer journey management, and the future of cloud in the contact center industry.
Sheila McGee-Smith, a leading contact center analyst, posted on Twitter a nod to the Genesys Customer Experience Platform as a “fully native approach”— a single platform addressing the the customer journey across the lifecycle and the agent’s ability to orchestrate it with expertise.
That’s breakthrough innovation. That’s simplicity.
While the discussion in panels and on the main stage spoke to digital transformation, questions from the audience often trended toward the return on investment (ROI). The need to change is imminent but the how-to laid heavy on the minds of attendees.
Some additional takeaways from Enterprise Connect included:
- Addressing digital transformation is no longer just a conversation, it a necessary action.
- The ROI of updating the customer experience is on everybody’s mind.
- Cloud discussions are central to enterprise technology because every aspect of the market is heading in that direction.
- IoT is fast becoming an important part of the customer journey.
We come from Enterprise Connect with weary voices and tired feet, but are invigorated by the pulse of our industry. See where the Genesys team will be next by visiting our events page.