Customer Innovation Awards

The CX Achiever recognizes organizations that focus on customer experience (CX) and the employee experience (EX). These organizations use Genesys technology to reimagine and orchestrate CX journeys — while giving employees the ability to deliver smarter outcomes with less effort. They’ve mastered the use of assisted and self-service through digital channels — and empowered employees with modern experiences. Tell us about how you’re cultivating both CX and EX within your organization to deliver amazing experiences.

If possible, please include how your organization:

• Improved both customer and employee experience
• Reimagined or orchestrated CX journeys
• Empowered employees with modern experiences
• Increased employee satisfaction and/or retention
• Improved customer satisfaction or NPS
• Improved contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate

This category recognizes non-profits or other organizations that are leveraging Genesys for the greater good in order to make the world a better place. Whether your organization uses customer experience technology for humanitarian efforts to change and improve lives or moving to the cloud has enabled your organization to become more environmentally sustainable, we want to hear about it. Please include examples, stories and metrics if possible.

Potential information to include about how your organization:

• Makes a difference in the world or your community
• Uses Genesys technology to make a positive impact
• Improved sustainability and/or lowered your carbon footprint by moving to the cloud
• Measures success — include metrics

CX Innovators are pushing the limits to deliver smarter and more cohesive customer and employee experiences with Genesys AI. These organizations have leveraged Genesys AI capabilities, such as bot flows, agent assist, predictive routing, predictive engagement or knowledge management, to improve digital and voice-based self-service. They’ve improved workflows, automated smarter or adapted faster to meet business needs. Perhaps they’ve leveraged Pointillist® by Genesys to optimize the customer journey and improve outcomes. Tell us how you are using Genesys AI technology to orchestrate the customer journey to achieve incredible results. Be sure to include metrics.

Two CX Innovator Award winners will be chosen according to organization size:

• Small and Mid-Size (under 1,500 agents)
• Enterprise (1,500-plus agents)

Please tell us about how your organization:

• Implemented Genesys digital or AI functionality to improve efficiency, productivity, customer experience and/or employee experience
• Solved a problem with Genesys AI
• Increased CSAT/NPS or reduced customer effort
• Improved quality, retention or employee satisfaction
• Increased revenue or sales conversion rates
• Improved employee satisfaction or retention
• Reduced technology infrastructure costs
• Increased revenue
• Achieved ROI and efficiency gains
• Improved contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate

CX Movers have trasitioned from a legacy, hardware-based contact center solution or another cloud environment to the Genesys Cloud™ platform within the last 24 months. This includes moving from a Genesys solution or competing provider. Please include the name of the previous platform used and the benefits you achieved through the migration. It’s time to share your CX transformation story!

Three CX Mover Award winners (two customers and a partner) will be chosen according to implementation:

• Genesys or self-implementation — Worked with the Genesys Professional Services or implemented on your own
• Partner implementation — Worked with a Genesys partner (you and the partner receive an award)

Please tell us about how your organization successfully implemented the Genesys Cloud™ platform to:

• Evolve customer experience strategy to be future-proof and purpose-built as part of a digital transformation initiative
• Increase CSAT, NPS or customer loyalty
• Enhance the customer experience
• Improve technology and infrastructure (describe how you’ve streamlined, gained functionality you didn’t have before, simplified processes, etc.)
• Reduce technology infrastructure costs (share savings amount or percentage saved)
• Consolidate and reduce the number of legacy systems in use (share the number of systems eliminated and function)
• Increase employee satisfaction and/or retention
• Increase revenue
• Realize efficiency gains or optimize ROI
• Achieve success (a specific goal, unexpected result or other) that wasn’t possible before
• Improve contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate

Make sure to include details about your implementation experience (length of time, involvement of a partner or Genesys Professional Services team, number of locations and languages deployed, or other relevant details).

This award is for teams that have modernized how they manage and empower their employees with Genesys Workforce Engagement Management. Examples include using speech and text analytics to automate the quality and compliance processes; improving employee engagement with coaching, gamification or employee development; or enhancing scheduling with workforce management to give employees the flexibility they want. Tell us how you’ve improved team processes and engagement with Genesys Workforce Engagement Management technology to become more effective, efficient and empathetic in your customer and employee experiences.

Please tell us about how your organization:

• Leveraged Genesys Workforce Engagement Management to increase team productivity metrics (provide percentages, before and after comparisons, etc. to quantify the improvement)
• Improved technology and infrastructure (describe how you’ve streamlined, gained functionality you didn’t have before, simplified processes, etc.)
• Reduced technology infrastructure costs (share savings amount or percentage saved)
• Increased employee satisfaction and/or retention
• Decreased time spent scheduling
• Improved quality assurance and/or training
• Achieved greater scheduling flexibility (e.g. micro shifts, use of the Tempo mobile app to manage schedules, etc.)
• Increased revenue
• Demonstrated ROI and efficiency
• Achieved success (a specific goal, unexpected result or other) that wasn’t possible before WEM
• Improved contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate
  • Agent occupancy
  • Schedule adherence