Welcome Community

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

👋 Hi everyone, I'm Brad Standen.

I'm the Customer Experience Advisor in local government at City of Newcastle, NSW, Australia. I work across quality, insights and service improvement. I've been using Genesys for 4 years.

My focus sits at the intersection of:

🤖 Bot & Webchat design – building digital bots that reduce friction and genuinely help customers
📊 Insights & reporting – turning interaction data into operational decisions
🎧 Quality assurance – lifting consistency, capability and service standards across our call centre.
🧠 AI & agentic capabilities – exploring how AI can elevate both customer and employee experience

I'm particularly interested in smarter bots, better QA workflows, AI-assisted scoring, and automation that solves real service pain points.

Keen to connect with others experimenting in this space and share what's working (and what isn't).

Looking forward to learning from this community.

Cheers, Brad

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

👋 Hi everyone, I'm Brad Standen.

I'm the Customer Experience Advisor in local government at City of Newcastle, NSW, Australia. I work across quality, insights and service improvement. I've been using Genesys for 4 years.

My focus sits at the intersection of:

🤖 Bot & Webchat design – building digital bots that reduce friction and genuinely help customers
📊 Insights & reporting – turning interaction data into operational decisions
🎧 Quality assurance – lifting consistency, capability and service standards across our call centre.
🧠 AI & agentic capabilities – exploring how AI can elevate both customer and employee experience

I'm particularly interested in smarter bots, better QA workflows, AI-assisted scoring, and automation that solves real service pain points.

Keen to connect with others experimenting in this space and share what's working (and what isn't).

Looking forward to learning from this community.

Cheers, Brad

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

👋 Hi everyone, I'm Brad Standen.

I'm the Customer Experience Advisor in local government at City of Newcastle, NSW, Australia. I work across quality, insights and service improvement. I've been using Genesys for 4 years.

My focus sits at the intersection of:

🤖 Bot & Webchat design – building digital bots that reduce friction and genuinely help customers
📊 Insights & reporting – turning interaction data into operational decisions
🎧 Quality assurance – lifting consistency, capability and service standards across our call centre.
🧠 AI & agentic capabilities – exploring how AI can elevate both customer and employee experience

I'm particularly interested in smarter bots, better QA workflows, AI-assisted scoring, and automation that solves real service pain points.

Keen to connect with others experimenting in this space and share what's working (and what isn't).

Looking forward to learning from this community.

Cheers, Brad

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

Hi, I'm Dave,

Based in Wales, UK and relatively new to Genesys.

My background is mainly in contact centres (28 yrs).  I've been involved in Scheduling for the last 15 years or so, through different generations of Verint and assorted telephony platforms.

We've been using Genesys for around 2 years now and have been picking up new functionality over that time. 

My role now extends beyond the world of scheduling into all things Genesys.  At present we're trialling copilot for AI call summaries which is new and exciting.

This year I'm aiming to achieve some Genesys certifications and hopefully enough Orchestrator points to get something good!

The community has been an invaluable source of info and advice since we started implementing Genesys, thank you to everyone who helps...

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

Hi, I'm Dave,

Based in Wales, UK and relatively new to Genesys.

My background is mainly in contact centres (28 yrs).  I've been involved in Scheduling for the last 15 years or so, through different generations of Verint and assorted telephony platforms.

We've been using Genesys for around 2 years now and have been picking up new functionality over that time. 

My role now extends beyond the world of scheduling into all things Genesys.  At present we're trialling copilot for AI call summaries which is new and exciting.

This year I'm aiming to achieve some Genesys certifications and hopefully enough Orchestrator points to get something good!

The community has been an invaluable source of info and advice since we started implementing Genesys, thank you to everyone who helps...

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

Hi everyone,

i'm Amine RIAHI IDRISSI CCAAS (Genesys) consultant , where i work with organizations to modernize their customer experience using cloud-based contact center platforms. My background spans digital transformation, omnichannel strategy, workforce optimization, automation, and AI-driven customer engagement.

My Interests

• Designing scalable, cloud-native contact center architectures
• AI-powered customer experience (chatbots, voice bots, sentiment analytics)
• Workforce management & performance optimization
• CX metrics (CSAT, NPS, FCR, AHT) and data-driven decision making
• Automation, orchestration, and CRM integrations
• Security, compliance, and resilience in cloud contact centers

What I Hope to Learn

I'm especially interested in learning more about:

• Emerging AI use cases in customer engagement
• Best practices for migration from legacy on-prem systems to CCaaS
• Real-world lessons from large-scale omnichannel deployments
• Integration strategies with CRM and enterprise ecosystems
• Innovations in customer journey orchestration

I'm also looking forward to exchanging ideas, sharing implementation experiences, and discussing practical strategies for improving operational efficiency and customer satisfaction.

Happy to connect and collaborate with everyone here!

Cordially,

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community! 

hi @Amine RIAHI IDRISSI, welcome!!!

Hi everyone,

i'm Amine RIAHI IDRISSI CCAAS (Genesys) consultant , where i work with organizations to modernize their customer experience using cloud-based contact center platforms. My background spans digital transformation, omnichannel strategy, workforce optimization, automation, and AI-driven customer engagement.

My Interests

• Designing scalable, cloud-native contact center architectures
• AI-powered customer experience (chatbots, voice bots, sentiment analytics)
• Workforce management & performance optimization
• CX metrics (CSAT, NPS, FCR, AHT) and data-driven decision making
• Automation, orchestration, and CRM integrations
• Security, compliance, and resilience in cloud contact centers

What I Hope to Learn

I'm especially interested in learning more about:

• Emerging AI use cases in customer engagement
• Best practices for migration from legacy on-prem systems to CCaaS
• Real-world lessons from large-scale omnichannel deployments
• Integration strategies with CRM and enterprise ecosystems
• Innovations in customer journey orchestration

I'm also looking forward to exchanging ideas, sharing implementation experiences, and discussing practical strategies for improving operational efficiency and customer satisfaction.

Happy to connect and collaborate with everyone here!

Cordially,

Hello Newcomer!

It's time to say, "hi" in the Welcome Community. Reply below and tell us more about you! Where do you come from? What are your interests? What do you hope to learn in the community? Really any topic is up for grabs. 

Don't know how to reply? Learn all the basics with the "Community Debut Challenge!' 

Have fun in the community!