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Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

  • 1.  Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-01-2024 13:35
    Edited by Nicole Milliken 05-31-2024 09:28

    Hello Community,

    We're excited to announce the launch of our "Your Voice, Your GKN: Share and Win!" contest, exclusively for community members like you!

    This is your chance to showcase how the Genesys Knowledge Network (GKN) has positively impacted your work and help us make it even better. The best part, we have a big prize for the winning story! 

    A panel of judges will review all of the story submissions and pick their favorite story. The winner will speed away on... an ELECTRIC BIKE!

    How to Enter: We want to hear about your GKN journey. Share your detailed story by replying below (to this thread). 

    How has GKN shaped your experience with Genesys products?

    Some ideas to get your story started: 

    • Overcoming Challenges: Describe a specific situation where GKN helped you tackle a workplace challenge. Which feature was a game changer for you?
    •  Enhancing Workflows: How has GKN streamlined your daily operations and problem-solving with Genesys products?
    • Skill Enhancement: Which GKN resource has significantly boosted your product knowledge or skills?

    For full contest and e-bike details, check out the contest page!



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 2.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-01-2024 15:02

    As you gear up to participate in our "Your Voice, Your GKN: Share and Win!" contest, I wanted to share some example responses to the questions you might choose to answer. These examples are meant to inspire your own submissions and give you a clearer idea of how you might structure your responses.

    Example Answers for Contest Questions:

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • Example Answer: When facing a system integration issue, I turned to the GKN and quickly found the answers I needed through its robust search. The site is pulling from so many Genesys sources which allowed me to find the resources I needed in one spot.

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Example Answer: I log into the GKN daily so that I can get all of the product updates I need. Being able to see the current roadmap, release notes, status updates, and Product Ideas Lab right on the home page has saved me so much time in my day-to-day work.

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • Example Answer: The Education & Training page on the GKN has been a great resource for growing my Genesys product skills, allowing me to easily find my Beyond content like subscriptions and enrolled course.

    We hope these examples help you craft your own unique and compelling stories about how the GKN has impacted your work with Genesys products. 

    Looking forward to seeing your entries!



    ------------------------------
    Derek Pigott
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-07-2024 11:43

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?
    I turned to the GKN looking for answers and I was able to find a solution to meet the needs of the business.

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 
    I log into the GKN to check for product updates. Being able to see the release notes, and the Product Ideas info on the home page is a big time saver.

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    Since we are new to Genesys the Training pages and resources have been most helpful in getting up to speed on the system and contain a welth of information that is easily accessible. I have attended multiple classes and am working towards getting my certification.



    ------------------------------
    Debra Arthur
    McKesson Corporation
    ------------------------------

    Original Message


  • 4.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-07-2024 12:04

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • I was struggling with an idea for a bot flow creating a call back and found a discussion thread that outlined how a data action could resolve the problem. 

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Short Answer - the roadmap. As the product owner it does about half of my research/organization for me. 

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • Knowledge Without Limit courses have taught me a lot, from building email flows to creating scripts to working with the API developer tool. 


    ------------------------------
    James Rowberry
    Northwestel, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-07-2024 17:14

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?

    GFK was my answer to present releases and roadmaps in weekly team meetings.  Since they are there for me it saves time preparing presentations.

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 

    The thing that made me a daily GKN user is that it puts all the Genesys-related sites in one place. Before I found GKN I had to keep track of so many links to search when questions arose. But now I can search in Resources, Community, Status, and Release Notes in one place.

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 

    Release Notes has been the most valuable resource for me. I use multiple regularly but I use Release Notes weekly to see what is coming and test the changes and new features so I can advise the rest of the team about them.



    ------------------------------
    Daniel Cross
    Bright Horizons Family Solutions LLC
    ------------------------------

    Original Message


  • 6.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-07-2024 21:20

    1. Overcoming Challenges:

      During the implementation of the Digital Bot Flow, I encountered a hurdle regarding answer retrieval within the bot. Turning to the GKN for assistance, I discovered a crucial insight: ensuring that the language settings matched the region (in our case, en-au) for the Digital bot to produce knowledge articles. This discovery proved pivotal, as it enabled the Digital Bot Flow to seamlessly access our internal knowledge base, empowering users to find precise answers and resources independently. As a result, we've observed a remarkable 76% decrease in customers reaching out to our Service Desk agents for support via chat interactions, marking a significant 65% improvement compared to 2023. With the Digital Bot now prominently featured on all self-help webpages, interactions via chat have surged by 52% this year, demonstrating the profound impact of these enhancements on customer engagement and support efficiency.

      This is a proud achievement of Monash IT Service Desk after months of hardwork.

    2. Enhancing Workflows:

      Regularly accessing the GKN allows me to stay abreast of product roadmaps, ensuring that I remain informed about upcoming features and developments. This proactive approach to staying updated enhances workflow efficiency by enabling timely adaptation to changes and aligning our strategies with evolving product capabilities.

    3. Skill Enhancement:

      The most valuable resource for enhancing my product knowledge and skills has been the extensive library of product documentation available on the Genesys Knowledge Network (GKN). These documents provide detailed information on all aspects of Genesys products, including features, functionalities, best practices, and troubleshooting guidelines. Whether I need to learn about a specific feature, understand implementation best practices, or troubleshoot an issue, I can rely on the comprehensive documentation available on the GKN to provide the information I need. This resource has been invaluable in helping me navigate and leverage Genesys products effectively in my role.



    ------------------------------
    Phaneendra Avatapalli
    Monash University
    ------------------------------

    Original Message


  • 7.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-08-2024 09:23

    The submissions are rolling in and if you are a US partner or customer and have posted to this thread with a GKN story, you're in the running for an e-bike! Remember, we're looking for those details that can really help us enhance the GKN and understand what is working best for you. Also, if there are other ways the GKN has helped you outside of the question examples, please share that story! Keep 'em coming!   



    ------------------------------
    Nicole Milliken
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-10-2024 08:44

    Thank you, Nicole! I also want to make sure everyone knows that creativity is always welcome here. Be sure to have fun with your submissions while ensuring to include substance.



    ------------------------------
    Clay Tison
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-10-2024 00:55

    Hi Matt & Other Community members,


    Firstly I'd like to mention how much I enjoy Genesys overall - Beyond, GKN & Community Events & Discussions, and of-course working on Genesys Solution for our Customers.

    1. Overcoming Challenges:
    We work for various Customer in BT. GKN is always the 'To Go' Tool for any kind of clarification on specific feature/application.
    For an Issue I faced recently during Implementation for a requirement of multiple Queues for a solution - I utilized the Comprehensive troubleshooting section the most., as it helped me identify the root-cause of the issue/situation that we face & provided an effective solution.
    Game Changer for me is the accessibility to real-world examples & use-cases, which saves me a lot of hours in Trial & Error methods.
     
    2. Enhancing Workflows: 
    As I mentioned in my first-point - the troubleshooting guide & use-cases helps us to enhance customer's network.
    GKN enabled us to even propose 3rd-party Integrations like, Google Analytics or Salesforce, confidently because of it's Integration Guidelines, API documentation, code samples.
     
    3. Skill Enhancement:
    The 'Beyond subscription' helped me in achieving my Genesys Professional & Specialist (Architect & Scripting) Certifications. It has suitable content to not only pass the examinations, but also apply that knowledge in the real-world. I'm further working on my skill-enhancement by preparing for other Specialist exams like WFM & Outbound.

    No doubt, there is a lot that can be improved in Genesys Cloud, however I have experienced great customer satisfaction in most of teh bespoke solutions we provide to our customers in BT.

    Thanks


    ------------------------------
    Ashiesh Sharma
    BT plc
    ------------------------------

    Original Message


  • 10.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-10-2024 11:19

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?
    I will use GNK to look help aid in finding solutions to questions we may have. GKN helps provide me with resource materials that can be filtered by date and type to match the needs we are looking for.

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 
    I will use GNK to check for updates when it relates to release notes and road maps. This allows me to stay well informed and notify my team of changes coming and what to expect. 

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 

    Training pages and webinars are the most helpful tools I use. The documentation receieved from these is wonderful and easy to follow and understand. 





    ------------------------------
    Kelly Krosting
    Crecera Brands, LLC
    ------------------------------

    Original Message


  • 11.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-10-2024 09:56

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?
    Having to be the holder of all knowledge Genesys is a daunting job with 20 different resources, sites, and other sources of information that must be boiled down into digestible chunks of useful updates to our internal sales and technical staff.  We maintain our own sources of truth in various job functions when it comes to licensing, features, and updates, and no one has the time to look at, much less update these internal documents by perusing through the plethora of citations and literature from Genesys is not efficient.  GKN can provide me the latest and greatest across all these sources in a single, manageable resource materials that can be filtered by date and type to match the needs of our internal staff.  

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 
    Our organization has weekly feature updates with our sales staff, technical review of API releases, and customer updates that have to be produced by Wednesday of each week.  GKN has helped to pull in the information about each feature set and where to find out more information about the feature instead of scanning through the Genesys sites individually.

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 

    Our clients are always asking for more training materials and more detailed information about Genesys Cloud.  With GKN, we are able to send them complete lists of resources appropriate to their requests and fine-tuned to the media type requested.  We especially like how the searching function finds relevant results from minimal search parameters.  I would really like to see a CoPilot-type search that provides a summary with references for the search term to make GKN a one-stop for our sales and marketing materials.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 12.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-10-2024 13:15

    Hello,

    GKN has profoundly shaped my experience with Genesys products in several meaningful ways.

    -  Overcoming challenges: I vividly recall a critical situation where our contact center faced a sudden surge in call volume, putting a strain on our operational capabilities. With GKN's expertise and their deep understanding of Genesys products, we were able to swiftly implement a solution that optimized our call flows and enhanced our overall efficiency. Their sharp knowledge of specific Genesys features, particularly those facilitating effective management of traffic spikes, proved to be a real asset in that scenario.

    - Enhancing workflows: : Incorporating the GKN into my daily routine has significantly streamlined my workflow with Genesys products. By accessing the platform regularly, I stay up-to-date with the latest product updates, roadmap insights, release notes, and status updates. Additionally, having direct access to the Product Ideas Lab on the homepage has expedited the process of sharing feedback and ideas, ultimately enhancing collaboration and productivity within our team.

    - Skill enhancement: GKN provided invaluable resources that greatly bolstered my product knowledge and skills. Through their comprehensive training programs and informative documentation, I gained a deeper understanding of Genesys functionalities and best practices. This empowered me to troubleshoot issues more effectively, optimize system configurations, and proactively explore new features to further enhance our operations. and I have finally my first certification Genesys :D 



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------

    Original Message


  • 13.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-14-2024 10:00

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • As a newer Genesys employee, the biggest challenge is finding information to help you learn. Many things come up and you may not know the answer but I use GKN like I use Google, the first place I go is there to search for an answer. Many times I not only find my answer, I find other related things that I didn't know that help me in my job.

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • I consistently use GKN to find tips and tricks to help my workflow. Being newer to Genesys, I know there are ways to do things by the book and then there are ways to do things like a seasoned employee would do that make it faster or easier. I learn both ways on GKN so I can optimize my time and understand the best way to get a job done so the customers are happy and not delaying things because I am figuring them out on their expense.

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • The resources tab is the most valuable for me as it has many areas to cover many topics about our products and company. From what is in the AppFoundry to the help page, I learn something new every time I use that resource.


    ------------------------------
    Scott Tamborski
    Genesys - Employees
    ------------------------------

    Original Message


  • 14.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-15-2024 10:16

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • When facing a system integration issue, I turned to the GKN and quickly found the answers I needed through its robust search.

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Find release notes, status updates, and Ideas in my day-to-day work.

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • The Education & Training page on the GKN is a great resource for growing my Genesys product skills, a


    ------------------------------
    Danald Lee
    State of Texas - University of Texas Southwestern Medical Center
    ------------------------------

    Original Message


  • 15.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-16-2024 07:10
    • Overcoming Challenges: Question: How did the GKN help you overcome a challenge at work?

    GKN is an amazing tool to source information about specific challenges either a customer or ourselves may be having, with input being provided by Genesys as well as other members is enabling us to get to the bottom of the challenge in the quickest time possible.

    I tend to use the GKN network for the latest and greatest Beta functions coming available to the product, The majority of the time these are functions that will hugely assist customers by enhancing their processes or customer journeys.

    The Developer page is hugely valuable as that provides some information about some issues being faced with ideas and approaches people have taken to resolve these.  

    •  Enhancing Workflows: Question: How has the GKN streamlined your workflow with Genesys products?

    I tend to use the GKN network daily, be that browsing the ideas page, roadmap page, community discussions, staying on top of the latest betas being released ect.. having access to all this information is a massive help, in most cases this can save me a ton of time.

    The ability to get involved in Betas or the community discussions is super valuable to myself as well as customers.

    • Skill Enhancement: Which GKN resource has significantly boosted your product knowledge or skills?

    This is a very good question, I would say for me the BETA's and the blueprints. I have taken part in a decent amount of Betas as well as blueprints, some of them were incredibly simple to implement others required me to learn some new skills to get the features working which has pushed me to learn more.



    ------------------------------
    Sean Lindsay
    Kerv Experience Limited
    ------------------------------

    Original Message


  • 16.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-23-2024 08:14

    No suppressing, GKN is always my first stop to find some solutions or suggestions before I open a service ticket.  



    ------------------------------
    Danald Lee
    State of Texas - University of Texas Southwestern Medical Center
    ------------------------------

    Original Message


  • 17.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-23-2024 10:22
    • Overcoming Challenges and Enhancing Workflows: It allows easy searchability across the various Genesys sites - Resource Center, Community, etc. - and colour codes everything.  This will make finding the right resource to help us overcome any issues we're having and saves so much time searching.  It seems to be organized much more effectively now!
    • Skill Enhancement: I love that Beyond courses are built into the GKN.  It will make finding relevant courses (and the reminder to take them!) more accessible.


    ------------------------------
    Jennifer DiCesare
    Esri Canada
    ------------------------------

    Original Message


  • 18.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-24-2024 18:48
    1. Overcoming Challenges:  The GKN was a major help in a recent RFP decision. The published roadmaps, future and previous, along with the release notes allowed me to verify Genesys ability to deliver on roadmap items. It was a great way to verify sales people were being honest. Spoiler: they were!
    2. Enhancing Workflows: Genesys feature set will streamline our change management processes by allowing us to perform deploy as code and modernize our change strategy.
    3. Skill Enhancement: Beyond training has been invaluable. I thought the license was going to get me to prerecorded seminars and docs. But it included instructor lead training as well! Amazing. 


    ------------------------------
    Allen Coley
    Chewy, Inc.
    ------------------------------

    Original Message


  • 19.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-28-2024 12:51

    I've been working with Genesys for 24 years, and one thing I've learned is that it is impossible to know how to solve every issue, or know the ins and outs and quirks of every application.  You will need help at some point.

    And with GKN, it's easier to find information and solutions to problems, or get help from peers.  It's also great place to provide help to others.



    ------------------------------
    Tony Morrow
    Sr. Genesys Engineer
    ------------------------------

    Original Message


  • 20.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-28-2024 13:11

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • I was working through configuring a flow in architect to check for specific dates configured. I couldn't figure out how I ended up changing the original text command in the task step in the flow. I posted in the community for help. I received some feedback from fellow partners but Genesys also replied and gave me direction which helped me through the problem. 

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Being able to request ideas or enhancements to the product, and also see these changes implemented sets Genesys aside from other vendors I have worked with. Not too many vendors have a process setup to enhance their product based on direct feedback received from their customers. 

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • The resource centre makes it easy to find solutions and explanations to how to use the product. Again - being able to provide feedback on these articles is also beneficial since we can ask for enhancements that help with understanding the solutions. 


    ------------------------------
    Melanie Williams
    Camis Inc
    ------------------------------

    Original Message


  • 21.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-28-2024 13:23

    GKN has influenced my experience with Genesys products across three pivotal areas: skill enhancement, overcoming challenges, and streamlining workflows.

    Skill Enhancement: GKN serves as my daily go-to resource hub, offering invaluable tools to bolster my expertise in Genesys products. The access to the latest information, particularly through the roadmap section, empowers me to stay ahead of customer needs. By exploring the Ideas Lab, I not only gain insight into emerging trends but also contribute to shaping product development through voting and commenting on relevant use cases. The availability of Beyond Trainings within GKN has been instrumental in elevating my proficiency, equipping me to deliver enhanced customer experiences.

    Overcoming Challenges: GKN has proven indispensable in navigating workplace challenges. When confronted with a hurdle, I turn to GKN's wealth of resources after exhausting avenues like the help.mypurecloud.com site. The Ideas Lab emerges as a beacon, offering innovative solutions gleaned from community insights by leveraging the collective wisdom shared within GKN, I efficiently tackle obstacles, propelling my projects forward with newfound clarity and efficiency.

    Enhancing Workflows: GKN's integration into my daily operations has revolutionized my approach to problem-solving with Genesys products. The centralized access to roadmaps, release notes, and Ideas Lab optimizes my workflow, ensuring that I remain informed and agile in addressing customer needs. Whether it's seeking documentation in the Developer Center or honing my skills through Beyond Trainings, GKN serves as a cornerstone in my quest to deliver exceptional CX experiences. By leveraging GKN's comprehensive suite of resources, I streamline my daily operations, driving productivity and innovation across every facet of my work as a partner.

    In essence, GKN embodies more than just a repository of information; it embodies a place for growth, equipping me with the tools and insights necessary to excel in a dynamic Genesys ecosystem.



    ------------------------------
    Bryon Shayna
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 22.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-28-2024 13:35

    Overcoming Challenges:   Since supporting Genesys cloud, 72 cases for support have been open.  in addition to the "problem" type support cases, we often use the "question" option when opening cases.   These are usually quickly responded to and addressed in a timely manner.   Its a great resource for times when we have a quick ask on an operation / task / goal .   The resource center is very user friendly and has great searching tools to quickly find the answers on features .   The added Community access is beneficial to get the pulse of other customer's experience.. Community members actively participate in the various threads.

    Enhancing Workflows:  With the ever evolving feature enhancements / improvements , the resource center provides the insight into whats out this current period,  what to expect coming soon and what is the future road map.  Genesys Idea portal also allows customers to recommend their own input on application changes which could enhance their business'.    We have seen a number of Ideas come to production which originated as a customer idea.

    Skill Enhancement:   Genesys has many free trainings to get started.  These helped greatly in the beginnings of support.

    The community youtube channel offers alot of content as well  - Genesys Community

    including Q&A Shows drawn from the community threads.    The documentation in general is some of the best in the industry we've seen .  Easily navigated which allows an end user to quickly find the full line of supporting docs.

    With each support case, chatting and colaborating with support engineers are some of the best ways to gain knowledge.

    Thank you

    John



    ------------------------------
    [John] [Korn]
    [Views expressed are my own and do not necessarily reflect those of my employer.]
    ------------------------------

    Original Message


  • 23.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-29-2024 10:21
    Edited by Ashley Timbrook 05-31-2024 10:01

    How has GKN shaped your experience with Genesys products?

    Prior to the GKN's existence, you essentially needed grandfathered knowledge of how to navigate between all the various Genesys sites. The main Genesys website was solely for new information about products to sell to new customers, not focused at all on the currently existing customer base, and you were unable to find the information you needed. The creation of GKN has saved my sanity in so many ways.

    1. The single connection with SSO traversing across Genesys websites. GKN is truly the one-stop-shop that all customers dream of when working with a third party. I love that I can log into a single location and it gets me access to all my content!
    2. The pop out on the right hand side of my browser window for one-click access to content. I've been a big fan of this since GKN launched. It's small, unobtrusive, and gives me single click access to the sites I need.
    3. The restructuring of the main GKN site. Before, it was several cards on the main page per product that you could curate to an extent. For me, it was taking in a lot of information in a single screen and hard for me to know where to focus. Today, it's so much easier to get the information I need with the Fundamentals at the top. 
    4. Ease of access to the product roadmap & webinar recordings. As a product manager, I'm always interested in what Genesys' roadmaps look like, and often get scheduled on other calls and cannot attend the quarterly webinars. I have my GKN set to always ensure this information is at the top of my screen. I don't have to sift through the partner portal to get the information I truly need to help myself and my company plan for future releases. 
    5. GKN is always iterating and changing for the better. It's adapting to the needs of the current customers and partners to make sure they have the education and knowledge they need to be successful with Genesys Cloud. A lot of us on this Genesys Community have been using the product for many years, but the growth of the Genesys Cloud customer base has been phenomenal since 2020 forced the world to begin re-thinking how we work. GKN is the perfect place to start with a new customer journey with Genesys Cloud.

    Q1 - How did the GKN help you overcome a challenge at work?

    - As I mentioned above, the product roadmap information is a huge asset and helps myself along with my colleagues managing AppFoundry applications stay on top of things with Genesys. 

    Q2 - How has the GKN streamlined your workflow with Genesys products?

    - The GKN is a launchpad for me on release notes as well as Genesys News and blog post information. These assets are extremely valuable in understanding where Genesys is going with all of their products.

    Q3 - Which GKN resource has been the most valuable in enhancing your product knowledge or skills?

    - When I first came back to using Genesys Cloud daily a couple years ago, there were some free online trainings through Beyond that helped me reset as I dove back into administration of Genesys Cloud for my product here at TTEC Digital. GKN's spotlight on Beyond helped me get back into the product quickly so I could start working with my new product.

    ------------------------------
    Ashley Timbrook
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 24.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-29-2024 21:44

    Overcoming Challenges

    Question: Describe a specific situation where GKN helped you tackle a workplace challenge. Which feature was a game changer for you?

    Answer: I was struggling to design an efficient call routing system for a client who was experiencing high call abandonment rates. During this challenging time, GKN provided a discussion thread that detailed how leveraging Genesys Cloud's automated callback feature could resolve the issue. The critical game-changer was the ability to create data actions that seamlessly scheduled callbacks during peak hours. This not only reduced call abandonment but also improved customer satisfaction by ensuring timely responses. The insights from GKN's resources were instrumental in implementing this solution effectively.

    Enhancing Workflows

    Question: How has GKN streamlined your daily operations and problem-solving with Genesys products?

    Answer: GKN has significantly streamlined our daily operations by implementing Genesys Cloud, which unified our communication channels. The centralized dashboard allowed us to manage voice, email, and SMS interactions from one platform, improving coordination and response times. The automatic call distribution (ACD) system ensured that calls were routed to the most appropriate agent, reducing transfer times and increasing first-call resolution rates. Additionally, the workflow automation features helped in managing repetitive tasks, allowing our agents to focus on more complex customer issues, thus enhancing overall productivity.

    Skill Enhancement

    Question: Which GKN resource has significantly boosted your product knowledge or skills?

    Answer: The Genesys Cloud training modules provided by GKN were invaluable in boosting our product knowledge and skills. Specifically, the interactive webinars and hands-on workshops gave our team a deep understanding of how to leverage advanced features like predictive routing and AI integrations effectively. The ongoing support and access to a dedicated GKN consultant ensured that we could quickly resolve any issues and continuously improve our use of the platform. This comprehensive training approach significantly enhanced our ability to maximize the benefits of Genesys Cloud in our operations.



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    Nick Glimsdahl
    Voice Data Systems LLC
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    Original Message


  • 25.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-30-2024 08:48

    I'm going to go off the beaten path a little bit and say that it's taken me a little bit to come around to GKN. When we were introduced to Genesys, we were given links to everything important. Start typing Community to get here, type in Care to get to support, Beyond to get to learning.... you get the idea. But I have been poking around it a lot more this month and while a couple sections just sit and forever load, I'm actually coming around to having everything in one easy place. 



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    Seean Weaver
    MAPFRE USA - Telecom Analyst
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    Original Message


  • 26.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-30-2024 11:52

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • Emails into Genesys would not route to queues if there was multiple addresses in the to field or if there was an email in the BCC field

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • I found an article on using route to multiple destinations and to use the email.message.route function instead of the email.message.to 

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • i was able to enhance my skills with the architect flow to change the way we route emails into the system and stopping the emails being default routed


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    Dave Marsh
    Dexcom, Inc.
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    Original Message


  • 27.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 05-31-2024 09:30
    Edited by Nicole Milliken 05-31-2024 09:38

    Hey Everyone!

    Thank you all so much for your thoughtful submissions! You can still post your GKN story to be in the running for an e-Bike by end of day today. After that, you can still post, but your entry will not be eligible for the contest. The winner will be chosen and announced next week. Good luck to all who participated! 



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    Nicole Milliken
    Genesys - Employees
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    Original Message


  • 28.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 06-03-2024 14:17

    Thank you all for taking the time to write up your submissions!



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    Natalie Nobles
    Genesys - Employees
    Product Designer
    ------------------------------

    Original Message


  • 29.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 06-06-2024 14:10

    The Your Voice, Your GKN contest has wrapped and a winner of the e-Bike has been revealed! Is it you? Read this post to find out.



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    Nicole Milliken
    Genesys - Employees
    ------------------------------

    Original Message


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