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.
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.
PowerSchool | February 02, 2022
PowerSchool, the leading provider of cloud-based software for K-12 education in North America, announced it has made enhanced updates to Naviance by PowerSchool, its leading college, career, and life readiness (CCLR) platform serving more than 10 million student users, a thriving community of more than 500,000 educators and the submission of more than 6.2 million college applications in 2021.
Key findings from the 2021 Naviance Student Survey supported the need for these solution enhancements to be made. The survey revealed substantial increases in the importance of the cost of education with scholarship and financial aid availability as a contributing factor to a student’s application and enrollment decision. More than 60% of students indicated cost was a very important factor in their college search.
The enhanced Scholarship capability makes it easier for students to understand their scholarship options and include new matching criteria, and also gives districts the ability to easily create comprehensive scholarship resources, and improve management tools for students and staff.
“We’re seeing how the pandemic has impacted students’ decision making and students are telling us they have a strong interest in more consistent access to career guidance throughout middle and high school. With career-connected learning experiences while in high school, we can provide them with the tools that help with both the planning and potential pathways. We can support their needs to get an earlier start in their college search and ensure they are ready.”
PowerSchool Chief Product Officer Marcy Daniel
Key updates to Naviance include:
School administrators can now manage national, regional, and local scholarships all from one page vs. multiple, making it easier to add new scholarships for students to choose from.
Students can easily find and track personalized scholarship opportunities via:
Streamlined search: Students can find scholarships by name or keyword, as well as sort by deadline, award amount, or publish date
Match and filter: Students can customize their match settings by adding, editing, or removing demographic data and indicate additional personal interests to match with more scholarships
Update applications: Students can update their Scholarship Application Status and Result right from the same page
The 2021 Naviance Student Survey, comprised of more than 15,000 middle and high school students who volunteered to participate, helps educators understand how students are making postsecondary decisions. Key insights further supported the need for enhancements to its scholarship search tool, which provides a personalized experience allowing students to search and filter through millions of available scholarships to match their needs and qualifications.
Over half of the individuals who participated in the 2021 Naviance Student Survey indicated they would like more support discovering their own interests and strengths ahead of researching colleges and decision making. Reinforced by this insight, PowerSchool has worked to ensure there is seamless integration between its student information system, PowerSchool SIS, and Naviance to provide parents, students and administrators a more complete view of each student and allowing counselors and educators to guide students on self-discovery and college choice. Student records are safely and readily available across systems and adhere to the latest privacy and security standards.
“I’m excited about the Naviance and PowerSchool SIS data integration,” said Anna Harding, Data Administrator at Anne Arundel County Public Schools. “Marrying the college, career, and life readiness data with the SIS data will paint a fuller picture of the student.”
To help create a seamless experience for educators using these integrated solutions, PowerSchool launched AppSwitcher, in August 2021, which allows administrators to quickly transition between their SIS and Naviance to complete priority tasks such as entering individual learning plans, viewing student attendance, or reviewing a Student Readiness Report.
The PowerSchool SIS Integration tool allows student records to be uploaded into Naviance automatically. This update simplifies the data management process, avoiding record duplication and ensuring information is accurate and periodically updated across different systems. Records are seamlessly and safely transitioned using modern encryption technology and strict user management.
PowerSchool is the leading provider of cloud-based software for K-12 education in North America. Its mission is to power the education ecosystem with unified technology that helps educators and students realize their full potential, in their way. PowerSchool connects students, teachers, administrators, and parents, with the shared goal of improving student outcomes. From the office to the classroom to the home, it helps schools and districts efficiently manage state reporting and related compliance, special education, finance, human resources, talent, registration, attendance, funding, learning, instruction, grading, assessments and analytics in one unified platform. PowerSchool supports over 45 million students globally and more than 13,000 customers, including over 90 of the top 100 districts by student enrollment in the United States, and sells solutions in over 90 countries.
Engageli | October 20, 2021
Engageli, a virtual learning technology designed to enable superior experiences in higher education, today announced a strategic partnership with Macquarie University, an Australian university and one of the world’s leading academic institutions.
The partnership comes at a time when universities are shifting to remote learning as a result of the Covid-19 Delta variant. Macquarie University International College sought a compelling way to not only interact with students studying remotely offshore, but measure and understand class engagement. After teaching online through traditional video conferencing platforms, the team at Macquarie University International College ultimately chose Engageli, as the platform closely replicates the experience of a traditional face-to-face classroom. Engageli also offers increased flexibility for students and faculty in the midst of uncertainty and rapidly changing health and safety guidelines.
The pilot program with Macquarie University International College is the first in Australia to implement Engageli. The International College will leverage the virtual classroom technology through its pathway college with students at the diploma level from around the globe. Engageli’s unique features, including flexible table seating arrangements — designed to replicate, and even surpass, a traditional classroom — will foster engagement and peer-led learning, ensuring students interact throughout a class. In addition, embedded polling and note-taking, as well as Q&A and chat functions, will further drive quality learning outcomes.
“Engageli will be invaluable as we continue to strive to provide the best learning and teaching experiences for our students. We were drawn to Engageli’s fresh look that closely replicates the classroom experience, along with the built-in polling functionality and the ability for students to add screenshots of what the teacher is displaying to their personal notes. We were also keen to take advantage of the analytics and to be able to leverage this capability to incentivise student engagement.”
Dr. Pamela Humphreys, Director, Macquarie University International College and English Language Centre
Macquarie University International College will use the Engageli platform across a range of classes, including Critical Thinking and Introduction to Engineering. With this partnership, the College will be able to provide students in Australia and studying offshore online around the world with a range of learning environments that adapt to their individual needs — whether in-person or virtual.
“It has been incredibly rewarding to witness how Engageli is helping unlock new models and possibilities of learning for Macquarie University in the midst of the ongoing challenge of the Covid-19 pandemic. We believe that our continued collaboration with this world-leading university to create flexible learning environments will enhance education as a whole not just now, but in the future.”
Dan Avida, co-founder and CEO of Engageli
Since its inception in 2020, Engageli has accelerated towards its mission to provide superior learning experiences that are engaging, flexible, collaborative, and inclusive. To date, dozens of higher education institutions and tens of thousands of students are using the platform to reimagine the learning experience.
About Macquarie University International College
The Macquarie University International College offers a seamless entry pathway into undergraduate study for domestic and international students by offering Diploma, Foundation, and Intensive programs which equip students to transition into Macquarie University bachelor courses.
About Macquarie University
Ranked among the top one percent of universities in the world, Macquarie University is considered one of Australia’s best, producing graduates that are among the most sought-after professionals in the world. With a strong tradition of innovation and exploration, we continue to break new ground with research ranked in the top one percent in the world.
Uniquely located in the heart of Australia’s largest high-tech precinct, Macquarie University brings together 40,000 students in one exciting hub of discovery. Over AU$1 billion has recently been invested in our facilities and infrastructure so our students can thrive in learning environments that are inspiring and switched on to the latest digital technologies.
Engageli is advancing the higher education industry globally by improving virtual teaching and learning experiences. Its premiere cloud-based, multimodal digital learning technology creates flexible, inclusive, secure environments optimized for student connections and active learning. Founded in 2020 by Daphne Koller, Co-Founder of Coursera, Dan Avida, and Serge Plotkin, Engageli has raised over $47 million in funding.