Reimagining Genesys’ suite of flagship customer experience software for the cloud – integrated, predictive, actionable tools to revolutionise the market
w/ Applied Works
Results
- Increased Genesys’ position year on year as innovation leaders in Contact Centre Infrastructure (CCI) reported by the Gartner Magic quadrant
- Created a three year product vision that led to the acquisition of Interactive Intelligence and formed Genesys Cloud – ranked among the fastest growing SaaS companies
- Established a ‘living’ design system in parallel to creating multiple product capabilities. This enabled fast development and design consistency during significant growth of their in-house UX team (10 to 100+)
Process: Vision/strategy, user & contextual research, interviews, workshops, scenario & task mapping, data simulation, UX guidelines, UI design, prototyping, programme/product planning.
The customer services industry has been experiencing a seismic shift, as products migrate from premises to the cloud and customers demand increasingly integrated interaction across multiple channels.
Early work with Genesys revealed that their software was powerful, feature-rich and business-critical (orchestrating 100 million customer interactions every day), but there was a clear opportunity to create a new generation of tools; better connected and consolidated into a single interface.
Research was conducted into how contact centres work, including interviews with users across different roles and business segments and workshops with product owners. Scenarios and workflows were then developed to help identify six categories of common user tasks across all products.
Through this intimate knowledge of scenarios, data and KPIs a clear future vision, and a long-term product release cycle was established.
We created an ‘atomic’ design system, documented in a single set of evolving UX and design guidelines, including: navigation, toolbars, icons, typography, colour palettes, grids, widgets, calendars, messaging, alerts, tables, charts, graphs, forms and button styles.
The product release cycle has seen a series of new Genesys products released, each providing thousands of users with substantial improvements to usability and functionality, whilst also benefiting the entire product line with an evolving design system.
Products delivered spanned the breadth of contact centre activity, from interaction handling, call monitoring and sentiment analytics, to forecasting, scheduling, web analytics and campaign management.
