Transforms the Seller Experience

Maggie Amador — Enablement Content Manager, Cathy Rowell —VP, Field & Partner Enablement

99%

Field user adoption rate

90%

User engagement rate

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Genesys, founded in 1990, is a leading AI-powered experience orchestration company that enables organizations across the globe to provide fluid customer and employee experiences.

The Challenge

"We kept asking what if a seller could go in, gather the content they need, share that content with their prospect or customer, get the training they need to learn how to pitch better — all in one place, never leaving that browser. We kept returning to that vision of having everything in one place as the most empathetic experience we can provide to make our sellers more efficient and effective."

Maggie Amador

Enablement Content Manager, Genesys

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Envisioning a Unified Sales Content and Learning Platform

Genesys is in the business of providing tech to help originations provide fluid, personalized experiences across the customer journey continuum. So, it's no surprise that the Genesys enablement organization places a similarly strong emphasis on orchestrating empathetic seller experiences for its internal sales teams and external partners.

A longtime Seismic user, Genesys has been successful with Seismic Content implementation, but sought a better approach to connecting Seismic with its CRM to deliver better experiences than its legacy solution was providing. To do so, Genesys executed a vision to consolidate its tech stack and unify content and learning capabilities from Seismic in a single experience.

"We kept asking what if a seller could go in, gather the content they need, share that content with their prospect or customer, get the training they need to learn how to pitch better — all in one place, never leaving that browser. We kept returning to that vision of having everything in one place as the most empathetic experience we can provide to make our sellers more efficient and effective."

Maggie Amador

Enablement Content Manager, Genesys

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Previously, Genesys used a third-party learning platform integrated with Seismic that did not optimize the way Seismic content could be utilized by reps in their moments of learning — a clunky experience that could frustrate sellers and didn't provide unified enablement data and analytics.

Genesys recognized the need for a more unified platform experience to enhance seller interactions. This realization prompted their decision to leverage Seismic Content and Seismic Learning as a complete solution to achieve this unified experience.

"Seismic enables our field and partner teams to sell more effectively. Seismic's unified enablement experience and usability streamline our processes, allowing reps to find and deliver content more efficiently, and now access all of their learning in one place. By increasing productivity through this improved rep experience, we're able to provide more tailored and value-driven experiences to our customers during the sales process."

Cathy Rowell

VP, Field and Partner Enablement, Genesys

"Seismic enables our field and partner teams to sell more effectively. Seismic's unified enablement experience and usability streamline our processes, allowing reps to find and deliver content more efficiently, and now access all of their learning in one place. By increasing productivity through this improved rep experience, we're able to provide more tailored and value-driven experiences to our customers during the sales process."

Cathy Rowell

VP, Field and Partner Enablement, Genesys

The Solution

Organizing Content Effectively to Support Tech Stack Consolidation and Drive Content Usage

Genesys started its enablement transformation by migrating content to Seismic, consolidating all sales-related materials within a central repository. Together, Genesys strategized adoption campaigns, explicitly focusing on promoting critical features like Seismic LiveSend and Digital Sales Rooms. These efforts aimed to enhance user engagement and drive utilization of these functionalities among the sales teams. For example, in eight months, Genesys experienced a near-2000% increase in its sales teams using Digital Sales Rooms to create co-branded, personalized microsites for their prospects and customers.

"Our turning point was trying to unify the seller experience beyond content. Adopting Seismic Learning gives us all the functionality necessary to drive that last big step into a fully unified content and learning platform. The unification gives us content and learning capabilities, all in one place, making a far better experience for our salespeople," said Amador.

Collaborating with Seismic, Genesys embraced a systematic and gradual unification process, allowing users to transition to the new platform smoothly, ensuring acceptance and effective integration at every step of the journey. With Seismic Learning, Genesys aims to continue enhancing adoption and content consumption, enabling sales leaders to grade pitches and provide coaching for continuous improvement.

The Results

Driving Operational Optimization with 99% Platform Adoption

Seismic was pivotal in helping to facilitate the Genesys journey towards a unified platform experience, enhancing seller interactions, and fostering empathetic selling.

"We have 99% adopted users, and over 90% of the adopted plus users are our sellers. That means our sellers are going in and using LiveSend, Digital Sales Rooms, and their Workspaces as that adopted plus number. To have over 90% of our sellers at that point is amazing," said Maggie.

Through strategic collaboration with Seismic, Genesys successfully navigated the challenges of consolidating technology into a singular platform, achieving exceptional adoption rates, and significantly enhancing its seller experiences. The Genesys enablement team is driving transformative change in their sales ecosystem with Seismic as a partner.