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Genesys and IDC Explain Why the Future Contact Center Lies in the Cloud, Chatbots and IoT

ccfuturoSAN FRANCISCO, Nov, 2016 - Genesys® (, the market leader in omnichannel customer experience and contact center solutions, is hosting a live webinar on November 16th to discuss how a cloud contact center suite can be a key tool in helping customer experience professionals modernize their customer engagement roadmaps and address customer demands for choice in communication methods via mobile, web, social, self-service and even video.

Presenting this one-hour interactive discussion is Mary Wardley, Vice President of Enterprise Applications at IDC, whose in-depth involvement with leading IT groups yields a valuable real-world perspective to traditional market analysis. Together with Genesys, Ms. Wardley will discuss cloud contact center and customer trends, and what steps to take to embrace the future in the cloud—much of which is already happening today.

Operating a legacy, voice-only contact center is now detrimental to businesses. Customers are demanding new forms of engagement and new connections through channels often not supported until now. Future contact centers will need to have the ability to seamlessly include new technologies such as chatbots and the Internet of Things (IoT)—all for which contact center managers must prepare. This is a critical time to understand what's coming


Contact Center Managers' Roadmap to the Future in the Cloud


This webinar will highlight how to operate at scale in the cloud and give managers the tools to roll out new capabilities quickly and efficiently. In addition, attendees will gain access to a new white paper from Genesys, which takes an in-depth look at how migrating to the cloud can simplify contact center operations and why it is the critical tool to maintain competitive advantage and achieve faster time to value.


Wednesday, November 16


North America, 10:00 AM PST / 1:00 PM EST


Mary Wardley, Vice President Enterprise Applications and CRM Software, IDC


Ron Stevenson, Senior Manager, Product Marketing, Genesys


Attend this webinar to:

  • Build an infrastructure to deliver a seamless customer experience on all the channels customers expect
  • Fend off competitors by embracing trends and building for the future
  • Improve customer engagement through a cloud contact center deployment


Register now for this webinar to be presented live in North America.

About Genesys: Genesys, the world's #1 Customer Experience Platform, empowers companies to create effortless omnichannel customer experiences, journeys, and relationships. For over 25 years, we have put the customer at the center of all we do and passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries to orchestrate over 25 billion contact center interactions per year in the cloud and on-premises. For more information, visit



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