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Genesys Community New Feature, Milestones, and Congratulations (Monthly Newsletter Oct 2018) 

11-28-2018 10:51

October has been a banner month for the community! While skeletons and vampires may be popping up on some decorated walls across the globe, there's nothing scary about these updates.

Updates Include:

  • *NEW* Topic Communities (For PureCloud, PureConnect, and PureEngage Premises)
  • CX Month in Genesys Casual (and a new GCAP Challenge)
  • Contest Winners
  • News That's Noteworthy

Topic Communities

If you have tried posting in the Genesys Casual, Certification, or PureEngage Cloud communities, you may have noticed that the form to start a discussion has an extra field for "Topics". This is because those communities are called "Topic Communities". As of Tuesday (10/23/2018), all Communities will be Topic Communities. In topic communities, you must select a topic tag from a predefined list before submitting your post. Here is what the field looks like in our PureEngage Cloud Community:

Topic Community Post 
The inclusion of Topic Communities is a great new function. In addition to providing more consistent tagging across discussions, which will make finding related content easier, the system will also automatically pick up on tags that you frequently engage with and add them to your profile as "Observed Interests". Check out my friend George's profile below as an example:

Observed Interests

George has not filled in any "Stated Interests" yet, but I bet he will soon (maybe you can beat him to it and lead by example). Observed and Stated Interests can be used to send "Personal Digests". That way you get notifications around the topics that most interest you on a schedule that you set. If you have a second, update your Notification preferences to make sure you are getting the updates you want and mark some of your favorite Stated Interests to further refine our messaging to you.

Note: If you are not receiving community digest emails currently, you may need to update your Email preferences. Your inbox is sacred, so we do not automatically enroll you in any form of communication.

Because we've all experienced mandatory fields with overwhelming lists you must scroll through to find the best option, we are starting these topic lists small (17 per community, with an additional "Unsure/Other" option). You can select any number of topics from the list. If you would like to further tag your post with tags not on the list, you may do so using #hashtags in the body of your discussion. With hashtags, you can create your own hashtag or use a preexisting one from a larger list.



Naturally, the topics lists as they exist now are capable of evolving. If we missed a topic that needs to be added, we can include it down the line. The best way to let us know what we missed is to use #hashtags so that we can track its popularity and make adjustments. 


CX Month in Genesys Casual

CX is the theme of the month for the Genesys Casual community. Are you considering a new CX program or about to launch your 100th NPS survey? Genesys' CX experts are moderating the Genesys Casual Community, to help you with your questions and weigh in on your thoughts! Nothing is off the table: CSAT, service design, customer engagement, or maybe you want to share a breakthrough your team just had. This is a great opportunity to learn from Genesys' own experts and other community members to advance your CX program. 

*GCAP Opportunity* If you are a member of GCAP (or thinking of signing up), a new Challenge has been created so that you can earn points for posting in the Genesys Casual Community during CX Month. Get your questions, thoughts or ideas in before the month is over.


CONTEST WINNERS

In September, the community had its first two contests! One was hosted by GCAP and the other was hosted by the Certification community. If you missed the opportunity to participate, don't worry! More opportunities are on the way. Thanks again to everyone who participated and congratulations to the winners! 

GCAP Winners
For the month of September, the community partnered with GCAP (Genesys Customer Advocacy Program) to reward and recognize some standout community members. The competition was nearly too close to call, the judges were challenged with tough decisions, but ballots prevailed, winners were announced, and they now stand as the inaugural inductees for the Genesys Community's Wall of Champions! 

Wall of Champion Inductees:

    • "Great Member" - Oudderhem Mostafa 

    • "Great Learner" - Ramsey Miller 

    • "Great Helper" - Darryn Chang

Honorable Mentions:

    • Angelia Harper

    • Jonathan Jones

    • Mark Oleksik

If you are upset that you didn't make the wall of champions, so are we! Don't worry, there will be more opportunities to see your name in lights and participate in GCAP contests soon enough.

Certification Exam Give Away
Thank you to everyone who joined the Certification community in search of the elusive free exam! All members of the Certification community were entered into the drawing and a random member was selected. Congratulations to our winner: Simon Sommer. 


NEWS THAT'S NOTEWORTHY

Want to leave a review about Genesys for a quick $25 gift card and some GCAP points? For each in-depth review of any of the three Genesys products, receive a $25 Amazon gift card from Trust Radius and some GCAP points. Get started here. 

For those of you who have not joined the Genesys User Group for Customers yet, I would strongly encourage you to do so. The group's holiday break begins after the current, posted sessions wrap up (check your favorite communities' Events tab for details) and the group will start meeting again in February. Joining now is a great chance to voice your opinions on what topics interest you the most for 2019's future sessions.

Also, I would like to give some recognition to the PureCloud community. This community, has been fueled with great collaboration. In July, it came close to doubling the number of replies posted in June, and its membership growth has propelled it to the second most-popular community on the site. Thank you for your participation and congratulations on your growth! 

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What do you think of these updates? Any ideas or thoughts on the community? The easiest way to share your feedback is to reply to this email or message me in the community and please feel free to connect with me if you haven't already.

Best,

Matt Lawson
Online Community Manager
Community.Genesys.com
#CX Life (Xperience 2020, Industry Discussion, etc.)
#General
#News

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