August 13, 2019 by Siobhan Climer
Contact centers today have access to incredible technology that could enable a frictionless customer experience. From call recording to workforce management and optimization, the top contact center platforms on the market today deliver every feature imaginable.
Despite this, many contact centers invest in new platforms and technologies, chasing features to which they likely already have access. Knowing this, Mindsight’s contact center experts – John Irey and Kleid Gjataj – are hosting a live contact center webinar on Wednesday, August 28th to show how today’s contact center leaders can unlock and optimize the customer journey using technology.
Why Don’t Contact Centers Optimize Current Deployments?
The shift to cloud-based contact centers – while easing deployment, implementation, and management of the platform – also leads to some of the confusion around what features are available.
Genesys PureCloud – one of the most robust platforms on the market today – releases continuous updates, delivering new features almost weekly. For some contact leaders, this stream of new features is hard to integrate into a roadmap.
Cisco’s diverse portfolio – UCCX, PCCE, and now WebEx Contact Center (cloud) – illustrates the broad-reaching, but occasionally confusing contact center offering. Untangling licenses, features, and upgrades often leaves contact centers at a loss for what the platform they use can truly offer in terms of performance.
Contact Center Experts Who Know The Ins-and-Outs
This is precisely why Mindsight is hosting a live webinar on Wednesday, August 28th. John and Kleid, who have a combined 35 years of experience in the industry, will showcase the product enhancements across both Genesys PureCloud and Cisco’s portfolio. These insights will help contact center leaders and technologists optimize current deployments, deliver an improved customer experience, and drive financial results.
John Irey is a Principal Consultant at Mindsight, an IT Services and Consulting firm located in the Chicago area. With nearly 20 years of experience in information technology, John has helped businesses of every size optimize the technology powering the contact center. He has extensive experience with contact center technologies and seeks to provide a consultative voice to contact center leaders, who rely on Mindsight’s transparency to make the best technology investments. John earned his BA/BS in Information Systems and continues to focus on how emerging technology, such as machine learning and artificial intelligence, impact the contact center. John enjoys spending his free time with his wife and two young children.
Kleid Gjataj is a Principal Consultant at Mindsight. With nearly 15 years of experience in both domestic and international consulting, Kleid has helped contact centers of all sizes to bridge the gap between business and technology. His extensive experience with IVR, ACD, screen pop, omnichannel, speech analytics, quality management, outbound dialer, and custom applications is grounded in understanding the critical value of the customer journey. Kleid earned his degree in Network and Communications Management and continues to focus on how contact center optimization helps businesses meet goals, increase efficiencies, and reduce costs.
Register for Contact Center Webinar Today
From the convenience of your office, you’ll have the opportunity to learn how two industry veterans are helping clients optimize environments to deliver both an improved customer experience and ROI to the business.
Part 1: The Evolution of Cisco’s Contact Center Platforms – John Irey
The acquisition and rebranding of Broadsoft – recently, Customer Journey Platform (CJP), and finally WebEx Contact Center – illustrates the broad-reaching but occasionally confusing Cisco contact center offering. Presented by Mindsight’s Principal Consultant and industry veteran John Irey, this presentation reviews the Cisco portfolio and where it stands today, plus provides the latest details on upcoming highly anticipated feature releases, which will pull from Cisco’s cloud-based platform into their on-premise offerings. Find out what’s coming and how to ensure the platform you use is optimized for your needs.
Part 2: Have You Heard? Genesys’ Cloud-Based Platform Delivers Top-Tier Contact Center Experience – Kleid Gjataj
A Gartner Magic Quadrant leader in Contact Center as a Service and Contact Center Infrastructure, Genesys continues to deliver one of the most robust cloud platforms for some of the most difficult contact center challenges – like call center management, scalability, and an all-in-one easy-to-deploy solution. Join Mindsight’s Principal Consultant, Kleid Gjataj – a contact center expert and industry veteran – as he offers an overview on Genesys and its portfolio, specifically Genesys PureCloud. Find out how this solution improves both the agent and customer experience, while offering an all-in-one, single pane of glass that is easy to implement and manage. Kleid will discuss why Genesys PureCloud remains a top contender for cloud-based contact centers.
Like what you read?
Contact us today to discuss how to optimize current deployments in the contact center.
Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.
About The Author
Siobhan Climer, Science and Technology Writer for Mindsight, writes about technology trends in education, healthcare, and business. She writes extensively about cybersecurity, disaster recovery, cloud services, backups, data storage, network infrastructure, and the contact center. When she’s not writing tech, she’s reading and writing fantasy, gardening, and exploring the world with her twin daughters. Find her on twitter @techtalksio.