Aria Solutions Presents on Analyzing Agent Behaviors at Genesys CX18

CX operations and contact center management leaders can now discover agent performance and customer experience issues on the Genesys PureEngage Platform

Aria Solutions, a leading provider of customer engagement solutions since 1997, is a gold sponsor and presenter at CX18, the premier customer experience event hosted by Genesys. The company’s presentation will detail how Visualizer, an operational analytics application that works with the Genesys PureEngage™ platform, helps contact center operations teams pinpoint poor customer experiences (CX) and problematic agent behaviors. Aria Solutions’ session takes place at 11:15 a.m. on Wednesday, May 2, in the Bayou B room at the Gaylord Opryland Resort and Convention Center in Nashville, Tennessee.

“CX18 is a valuable opportunity for us because we have worked closely in conjunction with Genesys since 1997. Participating in a Genesys-centric event gives us a unique opportunity to network to current and future Genesys customers with which we would like to collaborate to solve customer experience challenges,” Ron Owens, senior vice president of Operations at Aria Solutions said. “With both our breakout session and booth demonstrations, we want attendees to walk away with an enhanced understanding of how to achieve their business objectives and better optimize customer and agent experiences.”

Aria Solutions’ breakout session entitled, “Analyzing CX Operations and Agent Behaviors on PureEngage”, is for leaders in customer service operations. Owens, along with Chris Theriault, product marketing manager at Aria Solutions, will show session participants the new and emerging way to pinpoint the detailed contact center activities to find the root cause of an issue in a very quick manner, whether it’s related to poor CX, agent behaviors, or other day-to-day operational concerns. J.B. Hunt Transport will also be on stage with Aria to discuss their own first-hand experiences with implementing Visualizer and how it helped enhance their CX, agent behaviors and operations.

Currently, many contact centers are using WFM, QA, and journey analytics tools to find problem areas but they only summarize the data, meaning that they need to know what to look for. Sometimes, operational issues are sent to IT to sift through low-level system details, which often happens after the fact and takes many hours of manual labor until the resolution is found.

“Some of our customers who previously used traditional tools were not aware of certain customer experience and agent performance issues, until they saw them in Visualizer,” says Noel Roberts, CTO of Aria Solutions. “Now, Visualizer is the first tool they look at when they come to work and can easily identify concerns, before they become a real problem, proactively.”

“It’s exciting to see AppFoundry partners like Aria Solutions leveraging the Genesys Customer Experience Platform in creative ways so businesses can connect with consumers in a highly responsive, predictive and fully contextual manner,” said Jim Kraeutler, vice president, ISV and Technology Alliances at Genesys. “Part of what makes CX18 such a tremendous event is the contributions our AppFoundry partners make to show attendees innovative technologies that enable their customers to connect when and how they need to, and on their terms.”

CX18 attendees can join Aria Solutions at Booth 18 in the Partner Pavilion for demonstrations of Aria’s Visualizer and Aria’s SWIFT, and to learn how to quickly migrate to or optimize PureEngage, PureConnect™ and PureCloud® in more meaningful ways.

About Genesys and CX18:

Genesys is the global leader in omnichannel customer experience and contact center solutions. Their event, CX18, brings together the leading minds and technologies responsible for advancing the customer experience industry today.

CX18 is the annual conference that gathers together the strongest ecosystem of solutions, customers, partners and technology pushing the boundaries and future of CX to provide the human touch in a digital world. Attendees will explore topics such as digital transformation, cloud customer experiences, customer journey management, hyper-personalization, predictive analytics, virtual reality and more.

Join the conversation with Aria on social media using hashtags #CX18 and #NoSilos.

About Aria Solutions:

Since 1997, Aria Solutions has been a go-to partner for some of the largest customer service organizations. We provide a full range of offerings to help clients transform their call centers into customer engagement centers and enable insights, automaton, and true omnichannel experiences. It’s our passion for CX and the deep understanding of the contact center infrastructure that drives us to ensure everything plays together as a single orchestrated solution. Having delivered more than 1200 successful projects and having empowered more than 550,000 agents, Aria has earned a reputation as an industry leader in the contact center and customer engagement space.

Media Contact:

Marketing and Communications
Phone: 1 (403) 776-9774


5 reasons why you shouldn't build your own WFM feed

5 reasons why you shouldn't build your o...

3 Quick Principles of Re-engineering a Process in Salesforce

Designing a process from scratch is alre...

5 Pillars of Success for the Modern Contact Center

As we’ve come to know that understandi...

How to Enable Customer Service Agents in the Omnichannel Era

Change is the only constant in the conta...