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  • 14 February 2018 09:35

Genesys named Diamond sponsor at Contact Centre Week Australia 2018 for third consecutive year

Genesys set to impress delegates at Australia’s largest contact centre conference

GOLD COAST - 14 February 2018 - Genesys® (, the global leader in omnichannel customer experience and contact centre solutions, has announced its partnership as Diamond sponsor and exhibitor at Contact Centre Week Australia 2018 for the third consecutive year.

Contact Centre Week is Australia’s largest conference of its kind. Each year more than 400 customer experience (CX) and contact centre professionals come together to discuss the latest industry trends and issues, and learn about new products and services in the market.

Commenting on the partnership, Gwilym Funnell, vice president of Genesys Australia and New Zealand, said, “Genesys is dedicated to helping large organisations and government agencies create richer and more meaningful connections with their customers.

“The rapid pace of technology means there’s always something new in the market. Contact Centre Week provides us with the perfect opportunity to engage with CX professionals who are looking for a competitive edge.”

Jim Kraeutler, vice president of Innovation Management at Genesys will deliver the keynote address on Wednesday, 14 February, at 9.40am on the theme, “CX in 2020: Customer expectations and technology shaping the near future.” The session will examine the most influential factors impacting CX investments by businesses around the world.

Kraeutler will also present the latest insights from Genesys customers globally. He will highlight how Genesys and its partners are helping businesses create truly differentiated customer experiences via the largest CX-focused ecosystem in the world, the AppFoundry.

“Because Jim spends more than 75 per cent of his time with CX leaders across the Genesys customer and partner ecosystem, he understands the challenges businesses face all over the world in keeping up with consumer demands for fast, contextual services. He is uniquely positioned to discuss the ways Genesys is helping businesses to be available to their customers across every channel, day and night, by harnessing technologies like chatbots, AI, cloud, asynchronous messaging, augmented reality, machine learning and more,” Mr Funnell said.

Jordan Mullins, event director of Contact Centre Week (CCW) Australia, said, “We are delighted to welcome back Genesys as our Diamond Sponsor of CCW for the third consecutive year, demonstrating the value that this event delivers to both its sponsors and delegates alike. Every year CCW plays an important role in bringing Australia's contact centre and customer service industries together to explore leading strategies and case studies for creating world class contact centres through cutting edge technology, super agents and outstanding customer relations. Contributions from industry-leading solution providers like Genesys play an essential part in this and our delegates appreciate the opportunity to see this technology first-hand.”

As part of Contact Centre Week, Genesys will showcase its leading omni-channel CX platforms: PureEngage™, PureConnect™ and PureCloud®. Genesys will also demonstrate its latest digital offerings including its CX artificial intelligence, Kate; Asynchronous Messaging and Engagement Manager.

Additionally, Genesys will host three roundtables addressing the next generation of CX through omni-channel customer engagement on Wednesday, 14 February, at 11.10am.

This year, Contact Centre Week will take place from 14-16 February at the RACV Royal Pines Resort in the Gold Coast.

About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

About Contact Centre Week The 3rd Annual Contact Centre Week 2018 - an extension of the 19th Annual Customer Contact Week in Las Vegas, USA - is the #1 Customer Service Event in Australia, taking place on the 14-16 February 2018 in the Gold Coast. CCW 2018 will provide leading strategies for creating world class contact centres with cutting edge technology, super agents and outstanding customer relations. It offers attendees a platform to discover practical, value-led solutions to the most pressing problems the industry faces, whilst growing their network and building connections with the rest of the community. With 60+ speakers, 2 site tours, 3 workshops, a Future Leaders program and more, CCW is part of the world's largest customer contact event series.


Belinda Truong

Hill+Knowlton Strategies for Genesys

+61 401 384 693

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