Partnerships and Customer Experience Innovations: Highlights from Genesys Xperience 2023

After four years, Xperience was finally back in-person! And it returned to the Mile High City at the spectacular Gaylord Rockies Resort. I remember going to Xperience ’19 as a Genesys Solution Consultant and hearing one of my customers speak about the reason, they chose to migrate from Avaya to PureConnect Cloud. Lots of discussion and buzz around MultiCloud. The vibe was very different at Xperience2023.

This year was focused solely on Genesys Cloud. That customer I mentioned who took the stage four years ago attended Xperience this year, and they are currently migrating to Genesys Cloud. Everything at Xperience this year was centered around Genesys Cloud.

On the main stage, the theme was A Bold New Way. All of the speakers had stories that revolved around being bold. Sir Richard Branson was the star attraction with stories of being bold in all the things that he has done in the past to build the Virgin brand in various unconnected lines of business.

From a product perspective, the evolution of task/work item routing and agent notes summarization were some of the most insightful capabilities discussed. One is released, and the other is coming. Large Language Models have been all the rage over the past eight months, and many vendors are now incorporating them into their product features.

It’s imperative that Miratech’s expertise in complex integrations can help build end-to-end workflow experiences by leveraging task routing for Genesys Cloud customers.

I think about our very own – Erik Delorey’s presentation on Enhancing KPOs and KPIs by leveraging gamification with external metrics. At Miratech, it’s not really about the product; it’s about your entire ecosystem and how you can extract as much value out of the systems you work with.

I also walked away with an appreciation for how we complement other partners for Genesys customers. There are soon-to-be-announced strategic partnerships where Miratech implementation services are packaged with AppFoundry product offerings.

From a Miratech perspective, our interest is the success of our clients, which means we must focus on the whole customer journey. We will use our experience and expertise, partner solutions, and emerging technologies to help Genesys customers maximize their investments.

If your goal is to accelerate business transformation and contact center agility, don’t hesitate to reach out to us.





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