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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.

Matt Smith

Engagement Director

George Scott

Principal Client Success Manager

Dhana Lakshmi

Senior Consultant

Neil Iversen

Regional Vice President, Consulting & Delivery

Karl Phenix

Director of Sales Engineering

Dylan Rehnke

Project Coordinator

Kuldip Maharjan

Solutions Architect

Kafayat Shololoa

Senior Consultant

Bryce Gibson

Chief Business Officer

Karun Sunkara

Consultant

Fallon Johnson

Application Consultant

Nate Stout

Principal Client Success Manager

Cornelius Redding

Senior Project Manager

Billy Scavo

Senior Consultant

Prigin Prasenan

Principal Solution Architect - D365 F&O

Udayasri B

Consultant

Jeannie Possis

VP, Client Retention

Greg Mancini

Solutions Architect

Kate Kompelien

Director, Customer Experience Solutions

Shaun O'Connell

Account Executive

Eric Van Heel

Vice President, IT Data Center Ops

Trent Vance

Senior Contact Center Consultant

Swathi Nerella

Senior Technical Writer

Larry Mead

Vice President of Business Transformation

Ani Chelasani

Senior Consultant

Andy Freeman

Senior Consultant

Rajarshi Krishna Muppaneni

Senior Consultant

Matt Maliszewski

Account Executive, Healthcare

Sam Thepvongs

Executive Vice President

Scott Holley

Senior Project Manager

Kalpana Voggu

Senior Consultant

Gurpreet Sivia

Senior Consultant

Patrick Patton

Senior Client Success Manager

Louis Tolston

Account Executive

Jessica Dinning

Senior Project Manager

Sarika Rayabarapu

Consultant

Andriana Kelisakieva

Sr Consultant - QA

Evan Alexander

SR. Client Success Manager

Seth Thomas

Contact Center Developer

Nimish Nimish

Principal Solutions Architect

Keara Klose

Content Specialist

Grace VanLue

Consultant

Sutton Houston

Project Manager

Tricia Fulton

Project Coordinator

Jennifer White

Senior Consultant

John Seeds

Vice President of Marketing

Jaymie Cater

Executive Vice President of Client Engagement

Allan Katama

UC Support Engineer

Jessica Ramos Schneider

Senior Principal, Technical PM

Jerold Baker

Solutions Architect

Jeremy Winchell

Innovation Principal Solution Architect

Nick Daniels

Content Strategist

Laurel Hess

Vice President, Project Management

Biplab Mandal

Executive VP, Services & Strategy

Ali Kheradvar

Principal Solutions Architect

Sai Thipirishetti

Consultant

Isaac Shr

DX Program Manager

Katyann Quinn

Senior Recruiter

Greta Andersen

Technical Consultant

Brianna McCoy

Lead Accounting Associate

Justin Percy

Technical Consultant

Karthik Bilakanti

Senior Consultant

Sandra Titus

Senior Client Success Manager

Brooke Murphy

Marketing Project Manager

Smita Bhat

Senior Consultant

Aaron Will

Solutions Architect

Shiva Nagula

IT Support Engineer

Farooq Iqbal

Senior Project Manager - Enterprise

Renee Suffecool

Proposal Coordintor

Jane Davis

Senior Consultant, Technology Consulting

Thompson Adidela

Consultant

Michael Shrall

Vice President, Innovation

Rita Wunderlich

VP, Procurement Services

Patrick Linang

Software Developer

Michael Agate

Senior Technical Consultant

Bridget Brennan

Guest Contributor, Founder and CEO of Female Factor

Jake Davenport

Senior Consultant

Alfredo Rizzo

VP, Cloud and Connect Solutions

Harish Baswani

Consultant

Chris Kumsher

Chief Financial Officer

Robert Wakefield-Carl

Sr Director Innovation Architects

Irudaya Vivek

Senior Consultant

Nisha Jerome

IT Solutions Developer

Amiya Kumar Bhanj

Senior Consultant

Sameer Jagtap

Principal Solutions Architect

Para Mohan

Consultant

Nathan Heerts

Recruiter

Eli Yaron

Principal Solutions Architect

Abby Adamski

Graphic Designer

Saikiran Deverla

Consultant

Chokaswaran KS

Senior Consultant

Kurt Schroeder

Guest Contributor, Customer Experience

Mo Selim

VP, Enterprise Sales

Mike Pietig

Guest Contributor, Healthcare Experience

Andy Gunther

VP, CXE Architects & Solutions Consultants

Russell Johnson

Solutions Architect

Jeffrey Ross

Cloud Consultant

Ashley Timbrook

Senior Product Analyst

Shivaprakash Shanmugasundar

Senior Consultant

Nivetha Kasirajan

Consultant

Mary Finckler

Senior Client Success Manager

Amol Gupta

Country Head and VP, Global Delivery Center

Lalit Solanke

Consultant

Jason Brown

Senior Client Success Manager

Prabhu SL

Consultant

Jeff James

Capability Director

Sumati Pathipati

Consultant

Alex Ontiveros

Solutions Architect

Nick Wanner, PA-C

Avtex Clinical Advisor

Becky Roemen

Manager, Customer Experience Solutions

Tiffany Moses

VP of Sales Leadership

Dawn Zielinkski

Cloud Systems Consultant

Ravneet Singh

Consultant

Ryan Albert

Business Development Director, Healthcare

Maggie Wang

Senior Consultant

Shraddha Jaitly

Consultant

Austin Grover

Technical Consultant

Josh Burack

Senior Client Success Manager

Praveen Kumar Kamma

Senior Consultant

John Watkinson

Senior Workforce Management Consultant

Dale Mansour

Guest Contributor, Digital Customer Experience

Ken Inami

Accounting Associate

Brian Johnson

Director, Managed Services

Julie Schlosser

Senior Consultant

Jason King

Account Executive

Sherri Loechte

Director of Sales Channels at Avtex

Brian Ranne

Senior Client Success Manager

Jon Walker

VP of Technical Services

Klarissa VonBusch

Project Coordinator

Haley Lange

Client Account Manager

Sarah Klaas

Executive Vice President of Human Resources

Dawn Edmond

Sales Operations Associate

Bharath Reddy

Consultant

Aaron Mosby

Vice President of Federal Business Development

Jenny Martin

Sales Reporting Analyst

Bharath Bommana

Principal Consultant

Lucy Reiber

Speech Analytics Consultant

Brian Vinson

Information Security Officer

Ranjani Balu

Consultant

Faith Alexander

Senior Consultant - Business Analyst

Sharath Darla

Senior Consultant

Tim Hanwick

Manager, IT Operations

Nagaraja Bhandarkar

Principal Solutions Architect

John Kleiber

Technical Project Coordinator

Temi Oderinde

Senior Consultant

Debbie Lewandoski

Senior Consultant in D365 Commerce

Jason Young

Senior Client Success Manager

Matt Nelson

Senior Recruiter

Josh Parshley

Project Coordinator

Shannon Szupica

Senior Consultant

Carolyn Turney

Content Specialist

Jeff White

Capability Director

Bob Lawrence

Senior Project Manager

Brian Lannan

Vice President of Retail Experience

Jenn Gower

Sales Operations Coordinator

Aausha Bhattarai

Solution Architect

Greta Harper

Principal Client Success Manager

Jeri Spence

Sr. Client Success Manager

Venkata Kommula

Senior Consultant

Dayanand Gaikwad

Director, Retail and Commerce

Kristin Allen

Senior Consultant

William Widjaja

Principal Solutions Architect

Mike Bawn

Executive Director of Digital Transformation and AI

Tiffany Lily - RN, BSN

Healthcare CX Consultant

Joey Knuteson

Senior Client Success Manager

Robert Stabbert

Recruitment Marketing Manager

Michaela McLaughlin

Client Account Manager

Tom Jarrett

Senior Client Success Manager

Debabrata Majumder

Director, Consulting & Delivery

Ray Fratto

Principal Solution Architect

Lexie Failor

Associate Account Executive

Michael McComber

Solutions Architect

Christina Vines-Scott

Executive Director, Digital Sales

Pavankalyan Endla

Consultant

Vishnu Reddy

Senior Consultant

Kelsey Lindquest

Project Coordinator

Jeff Goin

Senior Consultant

Jimmy Horn

Procurement Specialist

Molly Thompson

Content Specialist

Anurag Jaidka

Solution Architect

Sarada Andraju

Consultant

Wasey Quadri

Senior Project Manager - Enterprise

Sam Xie

Principal Consultant

Jessica Musard

Consultant, Contact Center & Customer Experience

Erin Egan

Senior Project Manager

Ronnie Jenkins

Senior Project Manager, Enterprise

Vineeth Katakam

Consultant

Kassandra Houseman

Account Executive

Wynne Wellach

Lead Accounting Associate

Julie Greer

Senior Technical Consultant

Tommy Templin

Senior Workforce Management Consultant

Radha Sowmi Gannavarapu

Senior Consultant

Pavan Kumar

Consultant

Jim Sheehan

Chief Operating Officer, TTEC Digital

[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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