Genesys

CALL CENTER SUPPORT

Client Contact | User Research | Expert Review | Interaction Design

PROJECT BACKGROUND

The Problem: Supporting call center support employees with better tools so they can better support their customers

The users: Call center support employees

A LITTLE ABOUT MY WORK WITH GENESYS:

Genesys is an omnichannel customer experience platform supporting customer service organization with dozens of support tools.

I worked with Genesys on multiple projects over two years to help them:

Enhance the experience with 'low hanging fruit' tweaks across their quality management, IVR, and recording management tools.

Inform their design strategy across all of their solutions

Influence their product development, research, and design processes through training workshops

To contextualize the recommendations, I crafted a set of personas informed through contextual inquiry.