Genesys Community Day Benelux

09:00 – 09:20

Registration opens

09:20 – 09:30

Welcome!

Michel Delfosse & Osen Akkemik – Genesys

09:30 – 10:15

Different Levels of AI

The recent buzz about generative AI has sparked renewed interest in AI, but it hasn’t delivered a clear answer to the age-old question: Where do we start? We’ll explore the Genesys applications of AI across multiple dimensions in CX, introduce our new AI adoption framework and more flexible, token-based pricing.

Jaap Dijkhuizen & Matthijs van Laar – Genesys

10:15 – 10:45

Coffee break

10:45 – 11:30

Empowering Agents, Delighting Customers: New Features in Genesys WEM

Discover how the latest features in Genesys WEM are set to transform both agent experience and customer satisfaction. This presentation will delve into innovative tools and enhancements that streamline operations and optimize workforce engagement. Learn how these advancements foster a more productive environment and significantly improve service delivery across all customer touchpoints.

Paul Turner – Genesys

11:30 – 12:00

Customer Story: Octa+

Empowering Agents: Simplifying Work and Boosting Engagement with Genesys Cloud

Before implementing Genesys Cloud, OCTA+ faced challenges such as manual tracking of agent performance, limited visibility into metrics for both agents and team leaders, and time-consuming processes. The session outlines the journey from these initial struggles to the current improvements and future goals, highlighting the transformative impact of Genesys Cloud. Key benefits include agent-driven quality monitoring, real-time access to performance metrics, increased agent satisfaction, and enhanced efficiency for team leaders.

Stefanie Meyen – Octa+

12:00 – 13:15

Lunch

13:15 – 13:45

Customer Story: DELTA Fiber

DELTA Fiber Digital Transformation with Genesys Cloud

DELTA Fiber’s overstap naar Genesys Cloud toont hun visie en ambitie in klantcontact. Gestart als migratietraject en nu de basis voor omnichannel klantcontact, verbeterde klantervaring en hogere efficiëntie. 2025 wordt het jaar van data-gedreven optimalisatie, call deflection en optimalisatie van klantcontact met behulp van genAI. Een inspirerend voorbeeld van digitale transformatie in de klantcontactwereld.

Jeffrey Kleijn & Wendy Persoon – DELTA Fiber

13:45 – 14:45

Workshop - Networking Corners

We will divide the room into 2 areas, where you go to discuss one the following topics with other customers attending the event;

Generative AI – AI strategy in the Contact Center

• Generative AI is one of the hottest topics at the moment. The use cases and potential benefits can be many but there are also pitfalls. How do you start and how should you look at generative AI? Take the opportunity to exchange experiences with your peers.

Jaap Dijkhuizen & Matthijs van Laar – Genesys

WEM – employee experience

• Over the last couple of years employee experience and performance has become more important and not only focusing on traditional Workforce Management. Engaged and knowledgeable employees meeting your customers is key for your customer experience and business results. Attend this session to discuss how Workforce Engagement Management can help take your employee experience and performance to the next level.

Paul Turner – Genesys

14:45 – 15:15

Break

15:15 – 15:45

Panel Discussion - The Future of CX

Discussion of relevant topics with Genesys customers

Osen Akkemik – Genesys

15:45 – 16:00

Wrap up & Closing

Michel Delfosse & Osen Akkemik – Genesys

16:00 – 17:30

Drinks & Bites

Continue your conversations from the day in a nice setting, enjoying drinks and some tasty food!