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1. Master CX with AI-Powered
Experience Orchestration
Kyriakos Kyriakopoulos, Senior Solutions Architect, Uni Systems

2. Contact Center Experience
65% of customers
say that just one bad
customer service
experience is enough
to push them over the
edge and make them
switch to a different
brand.
Contact center
experience refers to
how customers feel
about their
interactions with a
brand’s contact
center.
Customer Experience
(CX) is the overall
perceptioncustomers
have about a brand,
resulting from the
interactions with the
brand’s products or
services.

3. Biometrics -MFA will replace security
questions.
How customers answer a security question will
confirm their identity.
Smartphone functions or voice biometrics will
protect customers.
Contact Center Predictions

4. Robotic Process Automation (RPA).
Less human error, reduced wait times, and more
reliable service.
The freedom for agents to focus on more
complex calls or follow up individually with
customers.
Higher agent engagement and satisfaction
Contact Center Predictions

5. The contact center as a profit center.
The contact center can be a source of important
business insights such as industry trends,
competitor actions, fraud issues, top performing
agent traits.
Contact Center Predictions

6. Agent experience will grow in importance.
When agents can perform at their best,
customers benefit from better issue resolution.
Contact Center Predictions

7. Contact Center Forecast Assumptions
The growth of online purchasing and digital engagement is
projected to drive a 16% increase in customer service interaction
volume from 2025to 2029
Changing customer preferencesthat would have previously
required live agents will result in a shift of an additional 10% of
interactionstoward self-service options by 2027
AIwill contribute to productivity improvements and a decrease in
agent demand by approximately2%annuallyfrom2025through
2027.
GenAI capabilitiesthat replace customer service representatives will
result in agent reductions of 3% to 4% or more annually, starting in
2027

8. “By 2028, 30% of Fortune 500 companies will offer
service only through a single, AI-enabled channel that
allows communication through text, image and sound.”
-Gartner®, “Predicts 2025: Voice-Based Customer Service Isn’t Going
Anywhere", Patrick Quinlan, Brad Fager, Emily Potosky, Christopher Sladdin,
Jason Bridge, Kim Hedlin, 6 December 2024.

9. What Customers want.
Channel Choice
Communication options, like text (SMS) and email,
that mirror their everyday lifestyles.
Seamless experiences
Move across channels within the same interaction without having to
repeat themselves or start from scratch.
24/7 Support
Solve their own problems without interacting with
agents even after hours
Less time waiting
"I like to wait a long time in queue," said nobody ever.

10. Automation Augmentation Personalization Optimization
Maximize the use
of virtual agents
Assist employees with
in-the-moment content
and support
Dynamically create
personalized
and empathetic
experiences
Continuously analyze
and improve CX/EX

11. Customers
Customer-facing
Employees
Back-office
Employees
Connected
Channels & Systems of
Engagement
Connected
Platforms & Systems
of Record

12. Orchestration Engine
AI-RECOMMENDED ACTION:
Transfer to Premier Service Agent
CUSTOMER:
INTENT:
SENTIMENT:
PRIORITY:
LTV:
James Allen
Restore account
Negative
1
$560,000
Right Context
Right Expertise
Right Language
Right Availability
Premier Service
Agent
Bot
Great Experiences Require Experience Orchestration
Real-Time
Customer Activity
Website
Social Media
SMS
In-App
Chatbot
Email
Brick & Mortar
ERP CRM
Customer Information
Front-Line Agent
IT Agent
Phone
YOUR VIP CUSTOMER
Operations
NO Frustration
NO Repeated Information
Fast Resolution
Customer Information
Context about Journey
Matched Expertise

13. Confidential I 2025
“Digital channels unlock
AI.”

14. Q: Please indicate your
preference for each of the
following types of customer
service interaction channels
[Percentage point (pp) difference between Gen
Z/ millennials and Gen X/boomers.]
Source: Generational Dynamics and Experience
–Genesys © 2024
END
CUSTOMERS
EXPECT CHOICE
L E T’S G E T D I G I TA L

15. Source: Generational Dynamics and
Experience –Genesys © 2024

16. Predictive Engagement

17. Learn
Learn as behavior
changes -optimizing
outcomes dynamically.
Act
Automatically trigger
activities to digital
touchpoints & beyond.
Understand
& Predict
Predict customer intent,
outcomes & the moment of
truth to engage.
Predictive Engagement -Empathy in Action
Who are you?
When is the best moment to
reach out?
What do you
need?
How should I treat
customers like
you?
How can I help
you?
What have you
been up to?
How can I Optimize
outcomes & deliver
great CX?
Observe visitor behaviorto
know who to engage with
now & who can wait.
Listen

18. Genesys Predictive Engagement
Service
Boost agent productivity &
cut contact center costs
Proactively resolve issues
with efficient, automated
bots, web chats / messages
offered in the moment of
need.
Empower agents with
context: cross-channel
interactions, journeys,
segments & outcome scores.
↓ customer effort, ↑ FCR &
wkfceefficiency, ↓ service cost
Sales
Never miss an online
conversion opportunity
Gain the customer context
you need to close the sale.
Knowwho to engage with,
when to engage and what to
offer precisely when it
matters.
Then trigger the action that
drives conversion.
↑ sales revenue, ↓ cost per lead
Marketing
Personalize interactions &
remove attribution blind
spots
Orchestrate campaigns with
an understanding of contact
center activity
Attribute visitor behavior &
engagement activity to more
accurately measure
campaign performance.
↑ ROMI, aligned & effective
omnichannel engagement
CC Operations & IT
Deliver AI-powered
omnichannel orchestration
Cross-channel insights and
personalization.
Proactive, automated
engagements with real-time
orchestration across voice &
digital channels.
Better CX, more outcomes
achieved

19. Predictive Routing

21. Voicebots& Chatbots …Virtual Agents

22. Easy and Scalable
Visual, no code flow builder powered by Gen AI, LLM(s)
and AI-enabled knowledge RAG services to build intent
and create virtual agents.
Adaptive with Guardrails
Virtual agents interact with customers in natural language
powered by AI-powered knowledge, LLM(s) and RAG,
making complex conversations easy with security built in.
Contextual handovers
Handovers to human agents with summaries of the
transcript to reduce time for agents to catchup.
Full clarity on performance
Drawing intelligence from every step and interaction on the
platform actionable insights to improve CX.
INTRODUCING
Genesys Virtual Agent

23. Agent Assist –Co-Pilot

24. YOUR CUSTOMER
Genesys Agent Assist transforms agent and customer experiences
Before After
Takes a call
Searching for info in
multiple systems
Puts the customer on hold,
needs to focus on the
search
Rejoins the customer,
provides information
Wraps up the call and disconnects .
Records actions and wrap up code manually, under
the crushing pressure of performance metrics, with
little time to review and correct mistakes…another
call is coming in! Whatever is there is good
enough, until the next agent finds it to be of no
value…
Listens to customer,
figures out what
info they need to
find
YOUR AGENT
May repeat the whole
process for a second
customer query
YOUR AGENT
Greets customer, has high quality
insight on previous interactions with
this customer
Humans talking back and forth, Agent
Assist listening.
Agent Assist determines intent, and
provides relevant knowledge to agent,
before agent needs it
Agent personalizes service and delivers
the information presented by Agent
Assist
Call ends
Agent verifies that Agent Assist
generated post-call notes are correct,
adds their own insight if necessary, and
hops on the next call.
Agent rates Agent Assist suggestions
to improve knowledge and
performance

25. Agents who use Genesys Cloud work in one application
Incoming conversation
1
3
Agent can select to show or hide the Agent Assist panel.
When hidden automated knowledge surfacing continues in
the background ready to support the agent
2
Top relevant articles surfaced, ability to
provide feedback, both knowledge and
canned responses can be manual searched

26. Work Automation

27. Beyond the Contact Center: Understanding customer work items
Sales/marketing
lead
Support ticket
Billing inquiry
Processes
Unattended
Attended

28. Capture
Flexible task creation
Web
form/Mobile app
Customer
conversation
System of record
Task details view in Work Automation

29. Manage
Get complete visibility and
accountability beyond just
interactions
Task view in Work Automation

30. Automate
Optimize process efficiency
through automated workflows
Status Transition Builder view in Work Automation

31. Distribute
Distribute tasks proactively to
the best available agent
Task handling view in desktop application

32. Analyze
Accurately measure task
completion time, status and
employee performance
Reporting and analytics view in Genesys Cloud

33. Journey Analyzer & Journey Management

34. Journey Analyzer & Journey Management
Visualizes the customer journey in inbound call, bot and digital bot of
past 7 days
Identify the journeys that matter based on customer goals and business
outcomes across flows
Measure and monitor the in-journey signals that predict journey success
Orchestrate corrective actions when needed

35. Before: High cost, low ROI After: With AI
High Volume, Repetitive Outreach 24/7 Self-Serve & Personalized Support
•Limited capacity
•Unable to answer all inquiries consistently
•Improved efficiency: increase availability and quality
•Mine for intent to improve question/answer pairs
Skills & Queue Based Routing Optimized Customer + Agent Matching
•Time consuming to maintain thousands of rules
•Unable to adapt quickly as business pressures evolve
•AI-driven pattern discovery & outcome prediction to
•determine the best match
•AI models can adapt to changing requirements
Missed Opportunities & No Journey InsightCustomer Engagement and Upsell
•Unable to engage customers purposefully
•Lack of visibility into behaviors and outcomes
•Predict possible outcomes and next steps
•Deliver proactive, personalized, targeted engagement
Manual, Repetitive Processes
Automatic Knowledge and RPA
•Employees spending too much time on process
•Inconsistent, ad-hoc use of knowledge
•Deliver knowledge automatically to employees.
•Accelerate and automate back-end tasks
Conversation
al AI
Predictive
Routing
Predictive
Engagement
Agent Assist

36. Confidential I 2025
Everyone is busyEveryone is busy —just ask those involved in a Contact Center.

37. Confidential I 2025
The core of a Contact Center
…is about an agent who
can best helpa customer.

38. Goods are fungible,
services are intangible, and
experiences are memorable.
“
”