Premiere Genesys Partner and CX Consultant - Grayton Koenig - ContactCenterWorld.com Blog
Over the years, I have ridden what seems like a long coastline of technology waves and have recently landed myself on top of another. I officially started my telecommunications career in 1994 when I was fortunate enough to join a large transportation company as a technician. Before that I was maintaining the point-of-sale equipment for a large retailer. Needless to say, communications and commerce technology has come a long way since then.
Having navigated the waters of WAN, LAN, and eventually, unified comms., I recognized an opportunity to return to my roots in a very dramatic way. By joining Voxai as a CX evangelist, I find myself back in familiar territory, only this time its proving to be much more exciting and rewarding.
As a technician in the early 90's, I recall working with a very large group of train dispatchers in a state-of-the-art dispatching center in Fort Worth TX. I distinctly remember the tremendous stress we both faced as audio communications with each train would fade in and out throughout the day. The dispatcher-to-train-crew human interaction was vital for not just business but also the safety of the employees and communities around them. Multiple interaction channels were mandatory for daily operations as well as a healthy company bottom line.
Although the mission is the same, the power of communication has never been more influential and critical to organizational success than it is today. The world's strongest company's have the most advanced human interaction platforms enabling instant access to overwhelming resources virtually guaranteeing a swift and efficient problem resolution. Gone are the days of your business performance being reliant on a 25 year old technician, a muddled communications platform, and one incredibly anxious operator.
The average mortal, such as myself, has become accustomed to the instant gratification of problem resolution. From the daily commute to weather maps, video conversations, GPS and even grocery delivery, I want an answer and solution NOW!. As a parent of teenagers, receiving an immediate response to my query via audio, text, or video has become a critical activity for checking on their welfare and behavior. Now, social media adds even more channels of teenager interaction, however, with each new app., I find it ever more frustrating and challenging to keep these channels open and flowing with valid information.
Managing my life via a smart phone with a dozen or so applications is hardly a valid comparison to the challenges that enterprises are forced to encounter and overcome every day, yet its importance is similar in many ways.
Now honestly, this is forum for contact center professionals, but ultimately we are human interaction and communication experts. We utilize all forms of technology and media to enhance our products, solutions, messaging, knowledge, experience and business.
Our systems, processes, and tools of communication have evolved from being separate platforms and applications with separate channels, multiple interfaces, procedures, and limitations to a highly sophisticated collection of tools and applications designed to deliver instantaneous results across numerous interaction and business channels. Human communications, now more appropriately called human interaction, has never been a more effective means for business analysis and improvement.
My lightbulb moment came shortly after I joined Voxai. I recalled the sales calls and consulting experiences with Nortel Symposium, Avaya NES, and Cisco CCX and was very much looking forward to re-entering that space under the Genesys partner umbrella. As I traversed the company, speaking with new colleagues, learning the market and platform, one example re-lit the fire that I had only experienced a few times prior - Integrated omni-channel analytics.
Our Genesys quality management team walked me through a presentation covering how we integrate most of the products into a multivendor environment without much in the way of custom development and end up with a completely unified solution. While I found this to be impressive, what I heard next confirmed that I had made the right choice to go back to my telecom roots.
In a nut shell, our team found a way to enhance the built-in analytics capabilities of the Genesys platform, essentially delivering a REAL-TIME library of highly cataloged business intelligence information. We recognized areas for improvements such as the real-time data presentation, versus a non-real time, batched data presentation. Furthermore, we made numerous improvements greatly enhancing the real-time manipulation, querying, and parsing of specific information that explicitly points out any business process or operational shortcomings in need of improvement. With the creation of very specific use-cases, KPIs, and simultaneously marking each customer, employee, or partner interactive flow of audio and data communications, the business is presented with a highly accurate library of business intelligence which can be used to improve business outcomes with improved decision making criteria, customer experience indexing, supplier surveys, partner interactions and improved employee workflows. The reports, qualified with the right criteria, deliver a visual representation of business processes, trends, interactions, and performance metrics that, if modified, can lead to improved business outcomes.
If you are not sure about which solution or partner to choose in a virtual sea of confusing solutions, look to team of people who understand the importance of your success and what it will, or will not, take to get you there. Genesys is by far the most comprehensive and reliable platform in the market and Voxai is the most experienced and knowledgeable partner capable of delivering exceptional technology and business results.
Publish Date: July 11, 2017 10:24 PM