Solid Rock Consulting’s Post

Embracing AI and Cloud Migrations in WFM: As businesses shift to cloud-based solutions, WFM leaders must take a proactive stance. The integration of AI and cloud technologies not only transforms operational efficiencies but also profoundly influences Customer Experience (CX) and Employee Experience (EX). To thrive in this evolving landscape, WFM professionals must champion processes and solutions that align with organizational goals and user needs. By staying informed and proactive, you can leverage cloud migrations to drive innovation and elevate both CX and EX. Ready to harness the transformative power of cloud technology in WFM? 👉 Learn more about our WFM Accelerator Program: https://lnkd.in/e4fTxmdF Contact us today to start your Workforce Management journey! We, The WFM People, will be your partner in this! #SolidRockConsulting #CustomerExperience #ScheduleSuccess #TimeManagement #ProductivityBoost #CX #EX #WFM #WorkforceManagement #TechStartup #Innovation #EfficientOperations #EmployeeExperience

Our partnership with Genesys enables Computacenter Service Desk and Intelligent Support customers to realise the benefits of emerging technologies to simplify employee IT support. Augmenting our servicedesk teams with Copilot for Agents and implementing Generative AI bots for self help across multiple contact channels are just two examples of where Computacenter can help IT departments improve cost, quality and speed of support across the enterprise.

Gartner Magic Quadrant™ for CCaaS and Critical Capabilities for CCaaS reports is a must-read for #CX leaders. Genesys Cloud CX rates above average across nearly all critical capabilities, garnering Genesys a top tier position across three use cases — global contact center, customer engagement center and agile contact center. Genesys receives strong capability ratings for its channel partner program, where the company has a broad partner ecosystem, including resources in emerging markets. Genesys differentiates in the marketplace capability with an expansive set of applications available on its marketplace and easy trialing of these applications. Genesys continues to improve its native WEM capabilities through enhancements to real-time analytics, staffing views, and gamification metrics See how these reports and #GenesysCloud will help orgs be more informed about #AI in CX. https://gsys.cx/4fEKDr2

Genesys Cloud: Revolutionizing Contact Centers The future of contact centers is here, and it's powered by Genesys Cloud. In today's rapidly evolving landscape, embracing AI, automation, and digital engagement is crucial. Traditional on-premises systems are struggling to keep pace, making the shift to Genesys Cloud not just an upgrade, but a necessity for scalability, AI integration, and customer experience innovation. The Path Forward for Contact Centers - Cloud-Native & API-Driven: Harnessing microservices, serverless computing, and event-driven architectures for real-time processing, scalability, and seamless integrations. - AI & Automation: Redefining customer experience with predictive engagement, sentiment analysis, and AI-assisted agents, capabilities that legacy systems struggle to support. - Omnichannel & CDP Integration: Unifying voice, chat, email, and social interactions on cloud platforms, leveraging real-time customer data for personalized engagement. Challenges Faced by On-Premises Contact Centers - Limited Scalability: Costly hardware upgrades versus dynamic scaling on cloud platforms. - Security & Compliance Risks: Automated security patching, compliance adherence (PCI, GDPR, HIPAA), and risk mitigation with Genesys Cloud. - Slow Innovation: Manual updates for on-prem solutions versus continuous evolution with cloud-native platforms. - AI & Automation Barriers: Cloud-based processing enabling advanced AI services like real-time speech analytics, agent assist, and predictive routing. Why Make the Migration Now? Genesys Cloud offers more than just infrastructure relocation; it empowers real-time intelligence, AI-driven customer experiences, and future-proof scalability. On-prem solutions are not only expensive to maintain but also lag in adaptation speed. The cloud is where the future lies—is your contact center prepared for what's next? Share your insights on transitioning to Genesys Cloud and shaping the future of contact centers! #GenesysCloud #AI #CloudMigration #CX #ContactCenterTech #Microservices

In case you missed it, I wanted to share a recent live stream replay with Evan Kirstel B2B TechFluencer, featuring Avaya's Jayesh Patel and Giselle Bou Ghanem. This conversation explores the key challenges businesses face in delivering exceptional customer experiences and how Avaya is paving the way for growth through innovation. Here's a glimpse into what you'll learn: - Unveiling Avaya's exciting roadmap for the future of #CX, packed with transformative features. - The power of collaboration: How Avaya's vast ecosystem and key partnerships empower success. #AI #ContactCenter #ExperiencesThatMatter #AvayaENGAGE

Exciting insights from Avaya ENGAGE 2024! Dive into key challenges in Customer Experience (#CX) and discover how innovation and emerging tech trends are driving growth. Learn about Avaya's roadmap, new features, and the vital role of partnerships in transforming CX.

I think the service-based industry is entering an exciting era of transformation, where innovation meets adaptability to create genuinely customer-centric solutions. A few key trends are shaping this evolution: 1. Personalization at Scale: I think businesses are mastering the art of using data to deliver tailored experiences, meeting customer needs with remarkable precision. 2. Sustainability as a Priority: The shift toward eco-friendly practices is more than a trend—it's a movement aligning services with the future of our planet. 3. Digital Transformation: Integration of cloud technologies and automation is revolutionizing operations and enhancing efficiency while elevating service quality. Let's think together, exchange ideas, and push the boundaries of what's possible in this thriving sector! Please let me know what your thoughts are. Which of these trends do you think will have the most significant impact on our industry? #ServiceIndustry #Innovation #CustomerExperience #DigitalTransformation #Personalization #BusinessTrends #FutureOfWork #CustomerCentric #Automation

In this episode, we delve into the exciting developments and insights shared at Avaya ENGAGE 2024. Our guests discuss the key challenges businesses face in improving Customer Experience #CX and how they are leveraging innovation to accelerate growth. We explore Avaya's roadmap, highlighting upcoming features that are set to transform CX. The discussion also covers the crucial role of Avaya's vast ecosystem and key partnerships, the impact of emerging tech trends, and how organizations can prepare for these changes. We also examine the significance of Avaya’s open ecosystem, #AI advancements, and orchestration in enhancing #contactcenter efficiency. Lastly, we touch on the future of CX, driven by hybrid cloud solutions and a focus on agent well-being. Tune in for a comprehensive overview of how Avaya is shaping the future of #CustomerExperience #EX #CustServ #contactcenter

As we continue to navigate the ever-evolving landscape of customer experience, staying ahead of the curve with innovative solutions and tech advancements is crucial. Great conversation with Evan Kirstel B2B TechFluencer, Giselle Bou Ghanem and Jayesh Patel for anyone invested in enhancing their CX strategy!

Our 10.30 Forum Focus ~ Think you know what ‘good’ looks like when it comes to WFM software? It’s time to debunk some myths. Are all cloud platforms the same? AI-based WFM - fact or fiction? Scheduling a multi-skill workforce - is simulation the only way to go? Agent engagement needs an agent app, right? Some WFM tools are just a stepping stone from spreadsheets - true or false? Join this 20-minute presentation from one of our Silver Sponsors injixo #raisingstandards #injixo #crmsoftware #contactcentres #forumconf #ai #wfm