EPISODE 8: Building a Better Partner Ecosystem: CCaaS Cloud Solutions and CX Synergies with Genesys
In This Episode...
In this episode we delve into the future of customer experience (CX) with insights from Juergen Tolksdorf, Senior Director of Marketplace Innovation at Genesys, and Fred Stemmelin, EVP of Alliances, Business and Corporate Development at SightCall. The discussion explores the transformation from on-premise to cloud solutions, emphasizing the benefits of cloud migration for service organizations.
Key topics include the critical role of a robust partner ecosystem in driving innovation and customer trust, and how Genesys and SightCall collaborate to provide cutting-edge visual remote support. Juergen and Fred share their perspectives on contact center optimization through Genesys’ comprehensive CCaaS platform, highlighting the seamless integration and enhanced capabilities offered by App Foundry partners.
A conversation about how visual support accelerates problem solving, why customers love it and how one company stumbled on an unexpected use for SightCall that saved them millions.
Justin O'Brien, VP of Sales for existing customers atNICE, shares his journey in the customer experience industry, offering insights into what sets NICE apart as an innovator in the competitive CCaaS space.
Kathy Sobus discusses significant shifts in the contact center landscape, particularly the rise of self-service and digital channels, and the critical need for organizations to understand and optimize the customer journey.
