Genesys Vision

Project description

This project was a long-term vision and transition into the cloud for all the Genesys contact centre products/software. It was implemented in multiple iterations over many years, establishing it as one of the leading global companies in the SaaS contact centre industry, with millions of interactions a day, globally.

We helped unify several great existing products under the same umbrella, from agent dashboards to call/email handling and monitoring, audio to speech analysis, workforce management, campaign management, analytics, etc.

We were a team of two designers and were involved in the end to end process, from user and product owner interviews, persona creation, user stories, flows, architecture to low and hi-fi wireframes and finally design.