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Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?

By Shrey Fadia June 11, 2019

Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center experts to discuss and demonstrates the latest ideas and innovations that change the way brands connect with their customers.

Bates, who officially joined the company last week after decades of successfully disrupting the real time communications industry, has been a leader in the art and science of instantaneous conversations to the cloud, nowhere more pronounced than during his tenure as CEO of Skype, where he expanded the business to over 170 million connected users before selling to Microsoft, where he then took on responsibility for unified communications before serving as executive vice president of business development and developers.

A self-taught developer who learned to code while commuting to work as a young professional, Bates now finds himself at the helm of one of the world’s most successful Customer Experience (CX) technology and solutions company, already offering breakthrough innovation through its PureCloud platform along with their AppFoundry marketplace.

Genesys powers more than 25 billion customer experiences every year, with top-industry analysts citing Genesys as a leader in both cloud and on-premises customer experience solutions. More than 11,000 companies in over 100 countries use the Genesys customer experience platform.

Yesterday, as part of the expo and conference, Genesys announced with one of their AppFoundry members, CustomerView, an integrated set of solutions, all software and cloud-based, which are part of a virtual contact center platform that emerged from stealth mode – Activus Connect.

This start-up is no stranger to the business, as half a dozen industry veterans, including the former COO of Sitel’s virtual and cloud technology division, Felix Serrano. They have partnered with Genesys PureCloud, CustomerView’s Conversational Behavioral Analytics productivity and optimization platform, and a number of other components, including Virtual Desktop Integration (VDI) and AWS.

Serrano, CEO, who is co-founder of this woman and minority owned business and Minerva Serrano, President & CFO, have “seen it all” over the last few decades, and as excited as they are about being able to leverage infrastructure and CX “as a service” capabilities (without having to bear the burden of having to own and operate circuits or servers, or invest in expensive real estate and other capex- and opex-heavy requirements) is even more excited about the “human potential.”

“One of the biggest challenges BPOs and those brands who operate their own contact centers face is employee turnover,” Serrano said. “We have seen the impact of offering a flexible, high quality work environment with excellent tools and inspired coaching on attracting and retaining the best people. Happy people lead to happy conversations and happy customers, so in our efforts to build a completely new kind of work experience, with the help of Genesys and CustomerView, we are excited to launch our innovative solution that leverages cloud economics and big data analytics.”

“As customer expectations continue to evolve, organizations must adapt and learn how to harness new technology in compelling ways. Activus is giving brands yet another way to build valuable, lasting relationships by leveraging the Genesys Customer Experience Platform,” said Paul Rolfe, vice president of global partners and alliances for Genesys. “We’re thrilled that Activus chose Xperience19 to come out of stealth mode – it’s the perfect event for this exciting launch.”

“We are honored to have brought Activus to Genesys – their vision and commitment to bringing the very best people together fits well with Genesys’ innovations in customer experience technology,” said Joe Galvin, founder and CEO of CustomerView. “Felix Serrano and his co-founder Minerva Serrano have deep industry experience and are genuinely committed to creating an environment where ambassadors, their coaches, and their customers work together in an efficient and enlightened to achieve powerful and measurable outcomes. When we fully understood their innovative roadmap, it was clear Genesys PureCloud would be a terrific fit and a great partner.”

“This is a very exciting day for the Activus team,” Serrano said. “CustomerView’s behavioral analytics, performance metrics and innovative quality assurance model ensures we always understand and achieve ‘What Great Looks Like’ for our customers. We have the tools, information, and expertise to continuously deliver our bran’s commitment: “Elevating Experiences” Our approach combines analytics and uniquely talented employees skilled at deepening loyalty and differentiating our customer’s brands, products and services.”

Xperience19 is an annual conference for customers and partners to join forces and explore innovations in customer experience and the digital world. Attendees will experience breakout sessions and keynote speakers highlighting the latest developments in AI, cloud migration, security, change management, real-world analytics, asynchronous messaging, and more.

Edited by Maurice Nagle

Analyst & Consultant

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