Name: InGenius Salesforce SCV and Genesys Integration
Start: 2024-05-15T18:36:00Z
End: 2024-05-15T18:36:03.000Z
Location: BrightTALK
Rating: 5

Upland Software is a technology company specializing in Products, Services, and Solutions that promote exceptional customer experience, employee excellence, and increased profitability. Our contact center products are designed to make your agents’ lives easier so they can focus on solving your customers’ problems faster. Need to supercharge your contact center? We’ve got you covered. 

https://uplandsoftware.com/contact-center/

The hype surrounding AI has reached new heights. However, amidst the noise, one critical component often goes unnoticed – the computer-telephony integration (CTI) that bridges the gap between Microsoft Dynamics 365 and your telephony systems. 

Join our Director of Product, Denis Francoeur as he shares thought-provoking insights into how CTI is the unsung hero that unlocks the true potential of your AI investments. Discover how CTI serves as the vital link, seamlessly connecting your customer data from D365 with real-time voice interactions, empowering your AI solutions to deliver truly personalized and exceptional customer experiences. 

Don't miss this opportunity to gain a deeper understanding of InGenius and the pivotal role CTI plays in your AI-powered customer service strategy. Register now and learn how to harness the combined strengths of CTI, CRM, and telephony to deliver consistently exceptional customer experiences that set your business apart.

The Power of AI with CTI: The Unsung Hero for Exceptional Customer Experiences

Join Rosemary Kirk, Senior Solutions Consultant with Upland Panviva, to see how you can maximize your Genesys experience with Panviva and hear how our “single source of truth” provides benefits including:  

1.Chatbot excellence 
2. A seamless omnichannel experience 
3. Instant access to answers  
4. And intuitive guidance  

Register now and discover the possibilities to combine AI and the trust of compliant knowledge to exceed customer expectations!

The Knowledge Management Potential: AI-powered guidance for agent excellence

This is a fireside chat facilitated by Sam Walker. This is a relaxed interview style event that leans on story-telling from our customer, Tai Calon, covering their CX journey, why they choose R&R, evolution of CX Maturity, and unlocking the power of Recover.

Your reputation is important and customer dissatisfaction in today’s world means every interaction needs to be of the highest quality. Not knowing your customers’ frustrations and being able to address them in the moment, leaves you exposed to poor customer satisfaction results, potential fines and ultimately a negative perception of your reputation.

So, what is the secret sauce to stopping repeat calls, complaints to regulators and customers jumping on social media to trash your brand?

In this fireside chat, our Rant and Rave Sr. Account Executive, Sam Walker, will be joined by Ross Watts and Melissa Scholes as they share the game-changing tools and strategy behind Tai Calon’s remarkable CX transformation that bring about 90+% customer satisfaction scores.

Key Topics Include:

1. The “single biggest driving force” propelling their CX success
2. How they turned customer feedback into daily action for real impact
3. The creative “MVP” approach they first used to prove value
4. Specific processes for effortlessly “closing the loop” on every case

Why Watch?
Whether you’re looking for a customer engagement software to streamline current processes, or looking to enhance your customer journey, this webinar is designed to provide you with actionable insights and expert guidance. Gain access to invaluable knowledge from a current Rant and Rave customer and take the first step toward achieving intelligent customer experiences.

Cracking the CX Code: Secrets to Achieving 90%+ Customer Satisfaction

Samantha Middlebrook from Upland Software joined the panel of experts and shared her perspective on new ways to leverage technology to increase operational efficiencies and support agents in ways that had not been previously possible.
Topics covered:
• Top 2024 priorities to improve operational efficiency
• Clear opportunities to gain competitive advantage and improve business results
• How to support the changing role of your contact center agent
• Why AI isn’t the Silver Bullet

Destination CRM - 2024 CX Megatrends to Watch: Expert Predictions

The AI Atoms Series is a series of short-form webinars dedicated to providing education across AI. Episode 1: Decoding AI Terminology will kickoff this series with the basics of AI. Covering key terms and essential topics within AI to build a foundation of key concepts and terms within AI.

AI Atoms: Decoding AI Terminology

Join us for an inspiring webinar for Upland Panviva, where a seasoned Knowledge Expert with Probe CX shares her ground-breaking strategies that transformed a global BPO's training and performance support, enabling them to adapt their business model and exceed modern CX demands.

Explore what the Gen AI revolution means for Probe CX and how they plan to leverage the power of Gen AI + Knowledge Management to continue to exceed their business and customer goals.

Watch on-demand as Samantha Middlebrook, Upland Software Sr. Director of Product Management, and Jacqui Smalley, Probe CX Curation Services Manager, have a fireside chat to talk through the evolution of KM strategies to create efficiencies to future-proof CX.

Innovate to Elevate: Shaping Your KM & Gen AI Strategy for Future-Proof CX

In this roundtable webinar, our esteemed panel of experts will guide you through the best practices and strategies needed to transform your Knowledge Management approach into a dynamic powerhouse. Discover how to continually evolve your strategy to meet the ever-changing needs of your business and surpass customer expectations with RightAnswers.

Key Topics Include:

1. Best Practices for Crafting a Dynamic Knowledge Management Strategy
2. Harnessing the Power of Prewritten Knowledge Articles
3. Exploring the KCS Methodology: A Pathway to Excellence
4. Accessing Expert Insights: Leveraging Industry-Leading Knowledge Management Professionals

Why Attend?
Whether you’re new to Knowledge Management or looking to enhance your existing strategy, this webinar is designed to provide you with actionable insights and expert guidance. Gain access to invaluable knowledge from some of the most talented professionals in the industry and take the first step towards achieving the results you desire.

Mastering Knowledge Management with Content, KCS, and Consulting

Discover how to unleash the power of generative AI to transform your existing knowledge into smart, personalized snippets ready for your chatbots, agent assistants, and more with Panviva.

Join the Upland Panviva team to learn more about:

• The changing expectations of customers and agents
• Why your customers and agents need personalization
• A seamless omnichannel journey powered by AI Knowledge
• The power of Panviva + Genesys
• AI Knowledge Assistant – an introduction!

How Generative AI is Powering Your Omnichannel Strategy

Dive into the world of Next-Gen Search, powered by cutting-edge Generative AI to deliver faster, smarter answers. Explore how we’re revolutionizing Knowledge Management by debunking myths, evolving search technology, and showcasing the future of Knowledge with RightAnswers.
What You'll Experience: 
• Busting KM myths and embracing AI's pivotal role
• Evolution from keywords to smarter search
• Live demonstration unveiling the future of Knowledge with RightAnswers

Elevate Customer Service: Unveiling Our Next-Gen Search with AI

Computer telephony integration (CTI) to fuel efficiency
Increase agent productivity and earn happier customers with a seamless connection between your CRM and business phone system.

InGenius Overview Video

RightAnswers has always been a leader in delivering a connected knowledge management experience, linking all your knowledge sources to our powerful AI search to provide answers right where your agents work, precisely when they need them. Now, we’re thrilled to present the evolution in knowledge delivery, RightAnswers X.
If you’re ready to bid farewell to the challenges of high-effort, costly integrations that demand ongoing maintenance, and say hello to a superior, more efficient agent experience, you won’t want to miss this.

Connected Knowledge: The evolution of connected knowledge delivery

You’ve trained your agents and they’re delivering excellent service. But then change happens! New industry or company regulations and procedures threaten to put a wrench in your contact center’s performance.
 
How do you keep agents updated with the latest changes so they can deliver accurate knowledge and remarkable customer experiences?
 
Watch this webinar to see a demo of Panviva’s unique user interface and approach. We’ll show you how our clients in highly compliant industries such as finance, healthcare, and utilities use Panviva to ensure accurate, compliant knowledge by all agents and across all customer service channels. Using Panviva, your agents will:
• Easily pinpoint the exact information they need, even in a complex multi-step process
• Find all answers in 3 clicks or less
• Save time by eliminating scrolling and the need to flip between screens
• Gain competency faster

Help your employees remain compliant and reduce errors and risk

Harness the Power of Salesforce Service Cloud Voice Today. InGenius is the only solution for connecting Service Cloud Voice and both Genesys Cloud and Genesys Engage.

InGenius Salesforce SCV and Genesys Integration

Customer Engagement

Customer Experience

Artificial Intelligence

Generative AI

Customer Data Platform

Data Privacy

Data Compliance

Digital Transformation

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

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Enterprise Applications

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Business Intelligence and Analytics

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

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Network Infrastructure

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Big Data and Data Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

The energy community on BrightTALK brings together top experts from around the world. Find relevant webinars and videos on renewable energy, efficiency and more presented by recognized energy management thought leaders. Join the conversation by participating in live webinars and round table discussions on energy trends.

Energy

Get powerful emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Thousands of healthcare IT professionals compose the health IT community on BrightTALK. Learn alongside them with relevant webinars on healthcare IT compliance, big data in healthcare and IT solutions for healthcare organizations. Join the conversation by asking questions and engaging with other participants during live webinars and organized discussions.

Health IT

Healthcare

Effective financial management strategies can help organizations meet their business objectives. The financial management community on BrightTALK is made up of engaged finance and accounting professionals. Find relevant webinars and roundtable discussions featuring financial planning advice from industry thought leaders and insights into optimizing financial reporting, accounting, risk management and value measurement.

Financial Regulation

Get powerful finance insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge that will help you to determine which financial factors build or erode value in your organization.

Finance

Get powerful banking and treasury insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on hot topics such as digital banking, payments disruption and non-bank competition. Learn how the latest treasury management strategies are helping to mitigate operational, financial and reputational risk.

Banking and Treasury

Get powerful venture capital insights from influential investment experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge and understand market trends and investment opportunities.

Venture Capital

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

Get powerful production quality insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which strategies are proving to be the most effective for quality assurance, testing and production roll-out.

Production Quality

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

InGenius Salesforce SCV and Genesys Integration

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