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.

1. Tuesday Teachings –
Push to the Cloud

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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

5. Built for people,
Built for change

6. Built for people
*NewVantage – BigData and AI Survey, 2018
Principle Challenge to Adoption

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.

8. Built for change

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

13. Digital
Real-time
engagement
data
AI, digital and the cloud are converging.
Customers seek a strategic partner with
a holistic solution.
Speed of
innovation
Ease of
consumption
AI
Cloud

14. What do you see on the horizon?

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Genesysconfidentialandproprietary information.
Unauthorizeddisclosure is prohibited.
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