Call Center Support
CLIENT CONTACT | USER RESEARCH | EXPERT REVIEW | INTERACTION DESIGN
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.