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Reimagining Genesys’ suite of flagship customer experience products for the cloud – orchestrating 100 million daily customer interactions (w/Applied Works)

Responsive cloud software

Genesys Responsive Cloud Software

Real-time contact centre performance

Real-time contact centre monitoring

Task matrix workshop, wireframes, prototype

Research was conducted into how contact centres work, including interviews with users from different roles and business segments and workshops with product owners. Scenarios were then developed to enable the build of a call-centre data simulation, to allow metrics to be processed in realtime.

Through this intimate knowledge of scenarios, data and KPIs a clear future vision, and a long-term product release cycle could be established.

Design work started by identifying common cross-product modules that could be integrated through a single set of UX guidelines, and establish a common UI for all Genesys products.

Products spanned the breadth of contact centre activity, from interaction handling, call monitoring and sentiment analytics, to forecasting, scheduling, web analytics and campaign management.

Process: Vision/strategy, user & contextual research, interviews, workshops, scenario & task mapping, data simulation, UX guidelines, UI design, prototyping, programme/product planning.