EDUCATION TECHNOLOGY

Genesys Launches BeyondCX, the First eLearning Program for Contact Center Employees Focused on Empathy and Human Interactions in a Digital World

Genesys | September 22, 2021

Genesys, a global cloud leader in customer experience orchestration, announced BeyondCX, the industry's first eLearning program for contact center employees and supervisors that teaches the soft skills necessary for delivering empathetic, personalized experiences in today's digital world.

Traditionally, contact center training has focused on technology enablement and product knowledge, optimizing for efficiency, and effectiveness. Yet, in the rush toward digital transformation, experiences have become less human. This has created an empathy skills gap as consumers want to feel heard, understood, and valued. But many contact center employees lack the training needed to bridge human and digital interactions. In recent Genesys surveys, 67% of consumers said they preferred empathetic customer service experiences over speedy resolutions1, while only 9% of high-performing agents cited empathy and listening as their greatest strengths2.

With BeyondCX, Genesys has transformed traditional training into an interactive learning experience that helps companies address the empathy gap. Formatted like a television show, BeyondCX is a series of episodes that uses high-quality video production, the power of storytelling, and the latest skills-development techniques to immerse participants in the world of customer experience (CX). Contact center employees and supervisors will learn how to build trust, show empathy, and tailor the customer experience to transform traditional transactions into fluid, context-based conservations that build customer loyalty.

The first season of BeyondCX is currently available for binge-watching via subscription, with support for additional languages coming later this year.

Enhancing the employee experience
In today's world of remote work, businesses are quickly realizing that a great employee experience is fundamental to delivering an empathetic customer experience, as contact center employees often are the primary points of interaction with a business. Engaging and retaining top talent is a priority; companies are rapidly adopting workforce engagement tools to help create a culture where contact center employees feel valued and supported.

According to a recent Genesys survey, high-performing contact center employees most enjoy learning new skills and earning recognition. Over the past year, Genesys Cloud CX™ Workforce Engagement Management has experienced significant momentum. Since January, Genesys has released 65 new features, including gamification. And, today, nearly 400 customers, including PATLive, Carestream Dental, and Company Nurse, use gamification to tap into intrinsic human motivators like a desire for recognition, competition, or community to drive agent performance, collaboration, and retention.

About Genesys
Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service SM our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Spotlight

Our roots began in translation but what we do today goes well beyond – from content creation to linguistics, to artificial intelligence (AI). We create global relevance, driven by humanity and amplified by technology. Connecting our customers with their communities and driving brand awareness.

Spotlight

Our roots began in translation but what we do today goes well beyond – from content creation to linguistics, to artificial intelligence (AI). We create global relevance, driven by humanity and amplified by technology. Connecting our customers with their communities and driving brand awareness.

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CONTINUING EDUCATION

D2L Selected to Deliver Learning Platform for Canada School of Public Service

D2L | February 15, 2022

Global learning technology leader D2L announced today that the Canada School of Public Service (CSPS) has selected D2L to deliver its learning innovation platform. D2L Brightspace will enable the ongoing education and professional development of the Canadian public service. At a time when the work of public servants is paramount, a modern, intuitive, and mobile-friendly learning platform that supports their learning and development needs is especially critical. By partnering with D2L, the CSPS and the Government of Canada will have the right tools, technology and support to engage and modernize the public service and continue delivering excellent service to Canadians. “We are introducing the first enterprise-wide modern platform in the entire public service: cloud-based, mobile, infinitely scalable. This is a game changer for learning in the Government of Canada and serves as a pathfinder project for the digital community.” Taki Sarantakis, President of the Canada School of Public Service CSPS has a mandate to lead government-wide learning at all levels and across 96 federal departments and agencies nationwide. The School is focused on providing public servants with the knowledge, skills and tools they need to serve Canadians with excellence. “In this rapidly transforming economy, our public service needs the best learning platform to onboard new people and support new skills development to keep up with the pace of change,” says John Baker, President and CEO of D2L. “The people who lead learning for the Canada School of Public Service are rolling out a modern, responsive and secure learning environment to help their teams succeed. We are thrilled that we can help deliver on their mission to support the best possible learning experiences. We look forward to working with CSPS, and other public service clients around the world.” D2L Brightspace was selected through a rigorous testing phase and competitive process. This demonstrates D2L's commitment to privacy and security, and its unwavering focus on delivering a learning platform that is accessible, bilingual and inclusive to a wide range of diverse user needs. ABOUT D2L D2L is transforming the way the world learns—helping learners of all ages achieve more than they dreamed possible. Working closely with clients all over the world, D2L is supporting millions of people learning online and in person. Our growing global workforce is dedicated to making the best learning products to leave the world better than they found it.

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TALENT DEVELOPMENT

Accenture Invests in Immersive Learning Startup Talespin

Accenture | February 21, 2022

Accenture has made a strategic investment, through Accenture Ventures, in Talespin, a spatial computing company focused on workforce talent development and skills mobility. Talespin’s platform delivers XR-based learning and training applications, mixed reality job aides to support employee job performance and a new skills-based approach to work and productivity. The World Economic Forum projects that by 2030, over one billion workers will have needed to reskill, as the core capabilities required for work across industries change. This makes it vital that companies implement engaging training programs to equip their workforces with these new skills. Immersive learning, built on Extended Reality (XR) technologies, offers opportunities for employees to participate in “hands-on” learning, and has been shown to lead to greater learning retention. Talespin’s platform powers the creation and distribution of immersive learning experiences, and supports an ecosystem of learning content creators, leading learning platforms, XR hardware partners and enterprise customers. It uses 3D, virtual humans and environments to help people practice conversational skills and simulate jobs with real-time feedback and skills analytics. “As the workforce evolves, so do the skills needed to excel and succeed. At the same time, device, computing and connectivity advances are enabling companies to explore new, innovative approaches to learning. We are excited to work with Accenture to further develop our immersive learning platform and accelerate its adoption on a global scale.” Kyle Jackson, co-founder and chief executive officer, Talespin Tom Lounibos, managing director of Accenture Ventures, said, “Over 90% of executives who responded to a recent Accenture survey believe that their existing training methods need to be more effective and efficient. Yet conventional approaches to training, such as instructor-led classes or online video series, are not always effective; in fact, research shows that learners forget 70 percent of this type of content within 24 hours and nearly 90 percent in a month. The need for engaging, immersive learning is clear, and we believe that Talespin is well-positioned to address this challenge.” Talespin is part of Accenture Ventures’ Project Spotlight, an engagement and investment program that connects emerging technology software startups with the Global 2000 to fill strategic innovation gaps. Project Spotlight offers extensive access to Accenture’s domain expertise and its enterprise clients, helping startups harness human creativity and deliver on the promise of their technology. Talespin is also the latest addition to the investment portfolio of Accenture Ventures, which is focused on investing in companies that create or apply disruptive enterprise technologies. About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com. About Talespin Talespin is building the spatial computing platform to power talent development and skills mobility for the future of work. Founded in 2015, the company leverages its proprietary platform to offer enterprise customers, partners, and individuals an end-to-end solution for creating, distributing, and measuring the impact of immersive learning content. Talespin is building a future of work where the distance between learning and execution is collapsed, enabling people to explore unique career paths that meet the needs of both businesses and individuals.

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ONLINE EDUCATION

BYJU'S Acquires Austrian Company GeoGebra; Aims To Make Math Learning Even More Visual And Interactive

BYJU’S | December 09, 2021

BYJU’S, a homegrown Indian Edtech Company with 115 million students on its learning platform, has announced the acquisition of Austria-headquartered GeoGebra. The Austrian company has a dynamic, interactive and collaborative mathematics learning tool. This acquisition complements BYJU’S overall product strategy and integrates GeoGebra’s capabilities to enable the creation of new product offerings and learning formats to its existing mathematics portfolio. It furthers BYJU’S aim to make math more engaging, leading to better learning outcomes. This synergy of two like-minded companies will bring comprehensive, personalised and immersive learning experiences to all students. GeoGebra will continue to operate as an independent unit within the BYJU’S group under the leadership of its Founder and Developer, Markus Hohenwarter. "The GeoGebra team has built a powerful and stimulating platform that complements BYJU’S mission of providing impactful learning for students. Designed to improve mathematical understanding, it offers significant features that provide interactive resources that adapt to every child’s style and pace of learning. At BYJU’S, with the help of innovative teaching and technology, we have been making Math fun, visual, and engaging. And with GeoGebra on board, we will continue to further enhance, reimagine and transform the way Math is taught and learned." Anita Kishore, Chief Strategy Officer, BYJU’S "Together with our combined strengths, we will have a wider reach and the best resources to build innovative and exciting next-generation learning formats”, she added. GeoGebra, with a rapidly expanding community of over 100 million learners across 195+ countries, brings together geometry, algebra, spreadsheets, graphing, statistics and calculus in one easy-to-use format. Mathematical thinking is grounded in visual processing and GeoGebra’s interactive, multilingual, and stimulating learning environment makes math contextual, fun and visual. The platform has dynamic and connected geometry and algebra learning tools that aid in formulating and proving geometric conjectures. With an easy-to-use interface, the software can be either downloaded as an app or can be used online. The curriculum is available in multiple languages for students around the world. “GeoGebra was born out of a passion to help students learn math in a visually appealing and engaging manner. Our shared passion for learning and teaching resonates with BYJU’S, making them a perfect partner for our onward journey. I am confident that this partnership will help millions of students learn mathematics in an interactive way, in turn making them overcome their fear of math and learn to master it,” said Markus Hohenwarter, Founder and Developer of GeoGebra. On a mission to deliver rapid, sustainable growth at scale, Markus together with Michael Borcherds and Stephen Jull co-founded their company in 2013 to ensure GeoGebra would have solid footings from which to deliver its vision over the long term. GeoGebra includes both an enterprise and philanthropic non-profit organisation. Their commercial services support more than 300 established education service companies and startups, while the non-profit supports students, teachers, researchers, and government agencies across many countries. BYJU’S welcomes the social mission of GeoGebra and acknowledges its importance for mathematics education world-wide, ensuring GeoGebra’s current apps and web services will continue to be available free of charge, putting the power of mathematics into the hands of students and teachers everywhere. Launched in 2015, BYJU’S is the leader in offering personalized learning programs for school students in India. With over 115 million students cumulatively learning from the app, 7 million annual paid subscriptions, and an annual renewal rate of 86%, the app creates personalized learning programs for individual students based on their proficiency levels and capabilities which help them learn at their own pace and style. About BYJU’S BYJU’S is the world’s leading edtech company and the creator of India’s most loved school learning app which offers highly adaptive, engaging and effective learning programs for students in LKG, UKG, classes 1 -12 (K-12) and competitive exams like JEE, NEET and IAS. BYJU'S launched its flagship product, BYJU’S - The Learning App, for classes 4-12 in 2015. Today, the app has over 115 million registered students and 7 million annual paid subscriptions. With an average time of 71 minutes being spent by a student on the app every day from 1700+ cities, the app is creating a whole new way of learning through visual lessons. The Disney BYJU'S Early Learn App was launched in June 2019, a special offering from BYJU'S for students in classes 1-3 featuring Disney’s timeliness characters. In early 2019, BYJU'S acquired Osmo, a Palo Alto based maker of educational games to transform the whole offline to online learning experience. BYJU'S also acquired WhiteHat Jr in 2020, a Mumbai-based programming start-up focused on empowering children with coding skills. In 2021, BYJU’S acquired the market leader and one of the most trusted test-prep service providers in India - Aakash Educational Services Limited (ASEL), Epic and Great Learning. Taking the vision of creating active learners around the world and expanding globally, BYJU’S also launched BYJU’S Future School recently. Powered by 12,000 qualified women teachers, this is available in the USA, UK, Australia, Brazil, Indonesia and Mexico and will progressively expand to more geographies in the near future. Furthermore, BYJU’S Learning App featuring Disney was launched in the USA in July 2021, to help children ages 4–8 explore, practice, and understand math, language and reading concepts through interactive learning journeys combined with Disney’s world-class storytelling. BYJU’S has been backed by strong and prominent investors like Chan-Zuckerberg Initiative, Naspers, CPPIB, General Atlantic, Tencent, Sequoia Capital, Sofina, Verlinvest, IFC, Aarin Capital, TimesInternet, Lightspeed ventures, Tiger Global, Owl Ventures & Qatar Investment Authority. Delivering a world-class learning experience, programs from BYJU’S are making learning contextual and visual. The apps have been designed to adapt to the unique learning style of every student, as per the pace, size and style of learning. BYJU'S is paving the way for new-age, geography-agnostic learning tools that sit at the cross section of mobile, interactive content and personalised learning methodologies. BYJU’S is also the official sponsor of the Indian Cricket Team.

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