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The Avtex implementation team are the folks behind the scenes that work with our Project Managers to accomplish a work of art in Genesys Cloud – unique to each customer and installation. They are a group that dedicates endless hours to each project, putting on the polish and shine to ensure that each deployment is a success for their team, our clients, and their customers – creating great customer experiences all around.

The people behind the scenes do what they do so as an organization we can do the things we do. They make sure everything is exactly right, so we don’t have to worry about whether a project will be successful and whether our client’s needs will be satisfied.

At Avtex, our implementation team takes all the promises of sales, the scope of the solution consultants, and the expectations of the customer - creating a masterpiece, and delivering on time, in scope, and under budget.

Our Senior Director of Innovation Architects, Robert Wakefield-Carl, sat down with our Director of CX Engage Cloud Development Services, Anthony Gilio, to talk about what it takes to stand up, program, develop, install, and train so many installations a week and do it each and every time with satisfied customers.

Anthony Gilio is a skillful call center technology leader with demonstrated success delivering top organizational results by aligning technology strategies, infrastructure designs, and deployment plans to business strategies within telephony, database systems, networking platforms and customer experience (CX). Over his career, Anthony has built a reputation for driving performance in the areas of advanced voice communications and network technology, project lifecycle management, systems security, and technology integration.

Billy Scavo

Senior Consultant

Sharath Darla

Senior Consultant

William Widjaja

Principal Solutions Architect

Jeffrey Ross

Cloud Consultant

Jerold Baker

Solutions Architect

Sam Thepvongs

Executive Vice President

Shivaprakash Shanmugasundar

Senior Consultant

Dawn Edmond

Sales Operations Associate

Irudaya Vivek

Senior Consultant

Mary Finckler

Senior Client Success Manager

Andriana Kelisakieva

Sr Consultant - QA

Aaron Mosby

Vice President of Federal Business Development

Praveen Kumar Kamma

Senior Consultant

Chris Kumsher

Chief Financial Officer

Wasey Quadri

Senior Project Manager - Enterprise

Brian Lannan

Vice President of Retail Experience

Amol Gupta

Country Head and VP, Global Delivery Center

Ryan Albert

Business Development Director, Healthcare

Thompson Adidela

Consultant

Kuldip Maharjan

Solutions Architect

Nisha Jerome

IT Solutions Developer

Jeff James

Capability Director

Ranjani Balu

Consultant

Jason Young

Senior Client Success Manager

Ravneet Singh

Consultant

Alfredo Rizzo

VP, Cloud and Connect Solutions

Tiffany Lily - RN, BSN

Healthcare CX Consultant

Nathan Heerts

Recruiter

Jessica Ramos Schneider

Senior Principal, Technical PM

Evan Alexander

SR. Client Success Manager

Joey Knuteson

Senior Client Success Manager

Dylan Rehnke

Project Coordinator

Nivetha Kasirajan

Consultant

Robert Stabbert

Recruitment Marketing Manager

Josh Parshley

Project Coordinator

Dhana Lakshmi

Senior Consultant

Sutton Houston

Project Manager

Jennifer White

Senior Consultant

Eric Van Heel

Vice President, IT Data Center Ops

Kassandra Houseman

Account Executive

Julie Schlosser

Senior Consultant

John Kleiber

Technical Project Coordinator

Alex Ontiveros

Solutions Architect

Kurt Schroeder

Guest Contributor, Customer Experience

Greg Mancini

Solutions Architect

Prigin Prasenan

Principal Solution Architect - D365 F&O

George Scott

Principal Client Success Manager

Bryce Gibson

Chief Business Officer

Rita Wunderlich

VP, Procurement Services

Lucy Reiber

Speech Analytics Consultant

Fallon Johnson

Application Consultant

Ashley Timbrook

Senior Product Analyst

Anurag Jaidka

Solution Architect

Louis Tolston

Account Executive

Radha Sowmi Gannavarapu

Senior Consultant

Tom Jarrett

Senior Client Success Manager

Renee Suffecool

Proposal Coordintor

Kristin Allen

Senior Consultant

Laurel Hess

Vice President, Project Management

Saikiran Deverla

Consultant

Patrick Linang

Software Developer

Mike Pietig

Guest Contributor, Healthcare Experience

Farooq Iqbal

Senior Project Manager - Enterprise

Kelsey Lindquest

Project Coordinator

Jessica Dinning

Senior Project Manager

Tim Hanwick

Manager, IT Operations

Isaac Shr

DX Program Manager

Karthik Bilakanti

Senior Consultant

Michael Shrall

Vice President, Innovation

Haley Lange

Client Account Manager

Kafayat Shololoa

Senior Consultant

Seth Thomas

Contact Center Developer

Nick Daniels

Content Strategist

Sam Xie

Principal Consultant

Sandra Titus

Senior Client Success Manager

Jeremy Winchell

Innovation Principal Solution Architect

Nate Stout

Principal Client Success Manager

Keara Klose

Content Specialist

Bharath Bommana

Principal Consultant

Jon Walker

VP of Technical Services

John Seeds

Vice President of Marketing

Sameer Jagtap

Principal Solutions Architect

Cornelius Redding

Senior Project Manager

Jenn Gower

Sales Operations Coordinator

Karun Sunkara

Consultant

Pavankalyan Endla

Consultant

Scott Holley

Senior Project Manager

Greta Andersen

Technical Consultant

Ronnie Jenkins

Senior Project Manager, Enterprise

Smita Bhat

Senior Consultant

Jason King

Account Executive

Sarah Klaas

Executive Vice President of Human Resources

Jeri Spence

Sr. Client Success Manager

Katyann Quinn

Senior Recruiter

Sarika Rayabarapu

Consultant

Jaymie Cater

Executive Vice President of Client Engagement

Shraddha Jaitly

Consultant

Brooke Murphy

Marketing Project Manager

Biplab Mandal

Executive VP, Services & Strategy

Faith Alexander

Senior Consultant - Business Analyst

Tricia Fulton

Project Coordinator

Nimish Nimish

Principal Solutions Architect

Jeff White

Capability Director

Maggie Wang

Senior Consultant

Tommy Templin

Senior Workforce Management Consultant

Erin Egan

Senior Project Manager

Pavan Kumar

Consultant

Dayanand Gaikwad

Director, Retail and Commerce

Mo Selim

VP, Enterprise Sales

Karl Phenix

Director of Sales Engineering

Michaela McLaughlin

Client Account Manager

Klarissa VonBusch

Project Coordinator

Dale Mansour

Guest Contributor, Digital Customer Experience

Harish Baswani

Consultant

Austin Grover

Technical Consultant

Vishnu Reddy

Senior Consultant

Abby Adamski

Graphic Designer

Andy Gunther

VP, CXE Architects & Solutions Consultants

Lexie Failor

Associate Account Executive

Ani Chelasani

Senior Consultant

Para Mohan

Consultant

Wynne Wellach

Lead Accounting Associate

Ken Inami

Accounting Associate

Temi Oderinde

Senior Consultant

Prabhu SL

Consultant

Matt Maliszewski

Account Executive, Healthcare

Julie Greer

Senior Technical Consultant

Brian Johnson

Director, Managed Services

Bridget Brennan

Guest Contributor, Founder and CEO of Female Factor

Matt Smith

Engagement Director

Bob Lawrence

Senior Project Manager

Grace VanLue

Consultant

Jenny Martin

Sales Reporting Analyst

Chokaswaran KS

Senior Consultant

Gurpreet Sivia

Senior Consultant

Molly Thompson

Content Specialist

Debabrata Majumder

Director, Consulting & Delivery

Shannon Szupica

Senior Consultant

Bharath Reddy

Consultant

Sarada Andraju

Consultant

Jessica Musard

Consultant, Contact Center & Customer Experience

Mike Bawn

Executive Director of Digital Transformation and AI

Rajarshi Krishna Muppaneni

Senior Consultant

Jimmy Horn

Procurement Specialist

Michael Agate

Senior Technical Consultant

Jeannie Possis

VP, Client Retention

Nick Wanner, PA-C

Avtex Clinical Advisor

Jake Davenport

Senior Consultant

John Watkinson

Senior Workforce Management Consultant

Ray Fratto

Principal Solution Architect

Sumati Pathipati

Consultant

Russell Johnson

Solutions Architect

Shaun O'Connell

Account Executive

Jason Brown

Senior Client Success Manager

Allan Katama

UC Support Engineer

Kalpana Voggu

Senior Consultant

Robert Wakefield-Carl

Sr Director Innovation Architects

Eli Yaron

Principal Solutions Architect

Dawn Zielinkski

Cloud Systems Consultant

Trent Vance

Senior Contact Center Consultant

Neil Iversen

Regional Vice President, Consulting & Delivery

Nagaraja Bhandarkar

Principal Solutions Architect

Udayasri B

Consultant

Brianna McCoy

Lead Accounting Associate

Kate Kompelien

Director, Customer Experience Solutions

Jane Davis

Senior Consultant, Technology Consulting

Justin Percy

Technical Consultant

Michael McComber

Solutions Architect

Debbie Lewandoski

Senior Consultant in D365 Commerce

Christina Vines-Scott

Executive Director, Digital Sales

Shiva Nagula

IT Support Engineer

Patrick Patton

Senior Client Success Manager

Andy Freeman

Senior Consultant

Venkata Kommula

Senior Consultant

Carolyn Turney

Content Specialist

Vineeth Katakam

Consultant

Josh Burack

Senior Client Success Manager

Becky Roemen

Manager, Customer Experience Solutions

Amiya Kumar Bhanj

Senior Consultant

Jim Sheehan

Chief Operating Officer, TTEC Digital

Greta Harper

Principal Client Success Manager

Sai Thipirishetti

Consultant

Kelly Esquivel

Talent Acquisition Operations Manager

Matt Nelson

Senior Recruiter

Lalit Solanke

Consultant

Aaron Will

Solutions Architect

Brian Vinson

Information Security Officer

Larry Mead

Vice President of Business Transformation

Brian Ranne

Senior Client Success Manager

[Robert] I know we have worked on many projects where you needed some extra eyes on a problem or some creative way to carry out some technological magic, but what is your normal installation process and what makes it so successful for our customers?

[Anthony] You bet we have! Normally, we follow the installation process, adhere to the scope, and deliver what was promised. I think it starts with that hand-off between the sales team and our team where we learn about the customer, what really matters to them, and what aspects of Genesys Cloud they desired, that caused them to purchase it in the first place. We get to ask about the details that the scope may have missed so we can adjust expectations or find ways to fit it in and the team gets together to discover what will make each and every product a success.

[Robert] I have been in some of these projects and cannot express how much we appreciate you explaining what does and does not work in those situations so we can make the front-end sale process even better.

[Anthony] It’s not so much that things are missed, it is usually that the perception of the sales team and customer are from the demo or documentation, not actual implementation. So we try to tie it all together into a vision of completeness and usefulness – usually suggesting ways to accomplish the same ends with alternative approaches.

Our team has specialists in many areas like programmers, developers, business analysts, trainers, and others that all bring their own ingredient to the pot so make the best stew around. The scope of work is analyzed, torn apart, divvied out and set upon by each of them so that we can accomplish simultaneous work on the project which also allows our team to work on multiple projects since we don’t have to work linearly on just one.

[Robert] I know we have been working on automation tools as well with Genesys Cloud that enables faster programming and implementation over our competition. Can you share some of those?

[Anthony] There is no secret there! The entire Genesys Cloud platform is written on an API and we just make use of that to transform the workbook the customer supplies with all the programming information into a pre-populated Genesys Cloud environment, ready for call flow design, customization, and customer personalization – that shaves off many hours that used to be spent adding queues, users, roles, and others.

With the new Architect tools, we are exploring import of common flows that can fit the needs of most companies with some quick editing and then get them up and running for testing and training as we finish out the instance. As the pace of sales increases, this back-end automation will be tantamount to our success in keeping up demands for bigger, faster, and better internal customer service.

[Robert] What are some of the real challenges that the implementation team faces?

[Anthony] This is an easy one – expertise. We have a great staff, but we need more engineers willing to learn all aspects of the product and be ready to produce creative solutions to meet customer demands. It takes long hours and dedication to get the product in just the right shape for the customer to go live and we are expecting it to be 100% from the start. We are always training, but Genesys is always innovating, so we must keep up with them to make sure we fully understand the features or new technologies as they come out so we can implement them for our customers.

[Robert] What about some of the problems you have faced with the implementations you have been part of.

[Anthony] We always get a bunch of requests from the customer or ideas that guys like you come up with that we have to bring to reality. I think the hardest is making that square peg fit into that circle. We need customers to understand that sometimes you just cannot do things the way they used to on the new system and then it is our job to find that better way of doing the same thing with as little disruption, so process matches the technology.

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