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Tech Tank - Customer Delight - Live Demonstrations of Breakthrough Innovations


Presented By: CrmXchange

Live Date: April 16, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Leor Grebler, Product Manager, AI in WEM, Genesys and

Sue Marchant, Principle Product Manager, NICE inContact

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About the Webcast

Join this webcast for a fascinating inside look at emerging solutions such as AI, speech and text analytics, that significantly impact contact center operations.

From Genesys you will hear how even mid-size companies can benefit from tailored AI-based advances that can transform the customer experience and delight employees. We’ll look at:

  • Using AI to help customers engage better with contact centers
  • Routing calls to the best matched agents
  • Continually enhancing agents’ skills to offer the best customer experience

NICE inContact will discuss how speech and text analytics solutions are often used to gain an understanding of positive and negative sentiment occurring in agent and customer interactions. They go beyond sentiment, exploring some of the new insights cutting edge analytic technologies can help you to understand how to:  

  • Automatically find the highly charged contacts where patrons are expressing frustration and anger with a process, agent, product, or service – even when no negative language is used at all
  • Detect contacts where customer issues have not been resolved, negatively impacting FCR

Attendees will view demonstrations of cutting–edge technologies and get a clear idea of how they can tangibly help to resolve ongoing issues.  

About the Presenters

Leor Grebler, Product Manager, AI in WEM, Genesys

Leor Grebler is the product manager for artificial intelligence in Workforce Engagement Management at Genesys. He has 15 years of technology experience including IBM, Clearpath Robotics, Quanser Consulting, and working with several startups - The Funding Portal, Level Platforms (now Avast), and TrueContext (TSXV:TMN). Prior to joining Genesys, Leor was CEO and Co-Founder of UCIC, company that pioneered voice interaction on hardware.

Sue Marchant, Principle Product Manager, NICE inContact

Sue is the Principal Product Manager for CXone Analytics at NICE, overseeing speech analytics and NLU technologies for multiple products and platforms, including CXone Interaction Analytics Pro, CXone Quality Management Analytics, and the CXone Analytics Platform. She has almost ten years of experience working with the NICE CXone Analytics team, helping to build analytic technologies for SMB and Enterprise companies, and has over 18 years of experience in the tech industry.