Genesys

Call Center Support

MY ROLE:
CLIENT CONTACT | USER RESEARCH | EXPERT REVIEW | INTERACTION DESIGN

 
 
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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. 

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