San Antonio is the seventh-largest city in the United States, and the cultural gateway to the American Southwest. It’s also home to this year’s G-Force, Genesys Telecommunications’ annual customer conference. As the first day of the conference comes to a close, I can’t help but feel a sense of novelty. Compliments of Genesys, I have my first metal belt buckle (with the Genesys logo emblazoned on the front, of course), a cowboy hat, and bandana, none of which I have any idea how I’m going to get on a plane. (Ed: Wear it on the plane!)
I also took in a bullriding competition, armadillo races, and a real Texas BBQ, and probably ate more ribs in one night than I will all year. But all the cool stuff aside, there’s much more to the conference than Texas-style fun. There’s a lot of work going on as well.
With more than 1,300 attendees from all over the world, it’s the largest G-Force ever, according to the Genesys people. This year’s event has seen a large number of Latin American customers (nearly doubled from last year), indicating just how large the call center industry is growing in that part of the world. In Brazil, Internet service provider UOL is taking more than 1 million calls a month from the country’s 33.1 million Internet users, and its biggest challenge is dealing with rapid growth using outdated technologies and poor system design. It turned to Genesys to bring all its customer-facing applications (phone, email, Web chat, etc…) together, and has achieved staggering first-call resolution, proper call routing, cost reductions, worker productivity, and sales growth as a result. Unibanco, a Brazilian bank, is handling 10 million calls a month with just 6,000 agents using Genesys systems.
G-Force is an international event, and American, Canadian, European, Australian, and Asian companies are also represented in full force. The one lesson from all this: No matter where in the world it may be, call center technologies are alive, well, and thriving. From Panama to the Philippines, Rio de Janeiro to the Rio Grande, may the G-Force be with them.
