Genesys Cloud - Main

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#CommunityAnnouncements

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Nicole Milliken
Senior Online Community Video Specialist
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Hi Nicole,

One thing I'm most proud of this past year is implementing an after-hours callback bot to improve the customer experience when agents aren't available.

The bot not only allows customers to request a callback, but also intelligently handles after-hours and holiday scenarios, ensuring customers are given the right options based on availability rather than hitting a dead end.

What makes this stand out is the impact on both CX and EX - customers don't have to wait or call back themselves, and agents receive more structured, manageable workloads instead of dealing with backlog and repeat contacts.

This work was also recognised as part of the "Big, Bad Bash 2025" by the Genesys AI team, where submissions were reviewed by their AI Architects to determine a winner , which was a great validation of the approach.

Definitely keen to see what others have been working on as well

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Phaneendra
Technical Solutions Consultant
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Yes!!! I remember this amazing implementation through the Big, Bad Bot Bash!!! Still deserves recognition now for how cool this is!

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Nicole Milliken
Senior Online Community Video Specialist
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Original Message:
Sent: 03-22-2026 23:55
From: Phaneendra Avatapalli
Subject: Earn 5 advocacy points to tell us...

Hi Nicole,

One thing I'm most proud of this past year is implementing an after-hours callback bot to improve the customer experience when agents aren't available.

The bot not only allows customers to request a callback, but also intelligently handles after-hours and holiday scenarios, ensuring customers are given the right options based on availability rather than hitting a dead end.

What makes this stand out is the impact on both CX and EX - customers don't have to wait or call back themselves, and agents receive more structured, manageable workloads instead of dealing with backlog and repeat contacts.

This work was also recognised as part of the "Big, Bad Bash 2025" by the Genesys AI team, where submissions were reviewed by their AI Architects to determine a winner , which was a great validation of the approach.

Definitely keen to see what others have been working on as well

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Phaneendra
Technical Solutions Consultant
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Hi Nicole,

I worked on and delivered two implementations with one of our Early Childhood therapy businesses last year.  These included;

• Adding a digital channel to their Website that allows parents to discuss services and initiate an appointment over Genesys Messaging.
• Implemented a Voice Bot that helped route an existing client to their local clinic from our toll free number.  

In addition to these, we also setup analytic reporting to measure the volume of users who made use of these.

These two implementations have improved customer experience by providing clients an additional channel for communication and enhancing their website experience.  Being able to re-route callers to their clinics has also created efficiencies with our contact centre team allowing them to focus more on Outbound calls, enhancing their capacity to book more clients in.

I'm looking forward to more new Genesys features later this year, where we could potentially use Agentic AI to further enhance our client experience.

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Robert Niblock
Contact Centre Technology Analyst
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You are cool Robert!!! That's amazing!

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Nicole Milliken
Senior Online Community Video Specialist
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Original Message:
Sent: 03-23-2026 01:26
From: Robert Niblock
Subject: Earn 5 advocacy points to tell us...

Hi Nicole,

I worked on and delivered two implementations with one of our Early Childhood therapy businesses last year.  These included;

• Adding a digital channel to their Website that allows parents to discuss services and initiate an appointment over Genesys Messaging.
• Implemented a Voice Bot that helped route an existing client to their local clinic from our toll free number.  

In addition to these, we also setup analytic reporting to measure the volume of users who made use of these.

These two implementations have improved customer experience by providing clients an additional channel for communication and enhancing their website experience.  Being able to re-route callers to their clinics has also created efficiencies with our contact centre team allowing them to focus more on Outbound calls, enhancing their capacity to book more clients in.

I'm looking forward to more new Genesys features later this year, where we could potentially use Agentic AI to further enhance our client experience.

------------------------------
Robert Niblock
Contact Centre Technology Analyst
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