In this session of our series Tuesday Teachings - Push to the Cloud, you’ll see how a cloud-based call center platform keeps your business up-to-date in a constantly changing market
Learn what’s driving companies to the cloud and how to evaluate cloud-based contact center platforms. A modern platform gives your agents the tools they need to make every customer interaction seamless and stress-free.
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Tuesday Teachings –
Push to the Cloud
3. Presenters
3
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
Jon Aumann
Solution Consulting Director
Genesys
Don Huovinen
Sr Director, PureCloud
Commercial Ops
Genesys
4. 2004 2018
1. Walmart
2. Exxon Mobil
3. General Motors
4. Ford Motor
5. General Electric
1. Walmart
2. Exxon Mobil
3. Berkshire Hathaway
4. Apple
5. UnitedHealth Group
40%
Change in
Fortune 100
7. Sophistication. Handled simply.
Everything you need, managed all in one place
▪ Single Omnichannel Intelligent Routing & Orchestration Engine
▪ Global Universal Queue
▪ One Agent Desktop for every interaction
▪ Single point of Administration
Everything you need. In one place.
9. EMPLOYEE JOURNEY
CUSTOMER JOURNEY
Predictive
engagement
with customers online
Self service with
chatbots and
voicebots
Check-Out
voice of the customer
Optimize agent skills via
Performance DNA
AI-powered
forecasting &
scheduling
Automate post
interaction work
Business intelligence with
interaction analytics
Predictive Routing
for best agent
match
Agent Assist
in real time
10. EMPLOYEE JOURNEY
CUSTOMER JOURNEY
Predictive
engagement
with customers online
Self service with
chatbots and
voicebots
Check-Out
voice of the customer
Optimize agent skills via
Performance DNA
AI-powered
forecasting &
scheduling
Automate post
interaction work
Business intelligence with
interaction analytics
Predictive Routing
for best agent
match
Agent Assist
in real time
11. Genesys AI apps talk to
each other for exponential
customer value
12. The architecture of the
PureCloud platform
Made up of 200+ microservices
PureCloud is made up of more than 200
microservices. Each has a singular
functionality, and there are multiple instances
of each.
Built on Amazon Web Services
Each microservice is deployed on an
Amazon Machine Image. Every microservice
communicates through APIs. Elastic, Scalable,
Self-contained