SightCall Sessions: Episode 8
In this episode we delve into the future of customer experience (CX) with insights from Juergen Tolksdorf, Senior Director of Marketplace Innovation at Genesys. The discussion explores the transformation from on-premise to cloud solutions, emphasizing the benefits of cloud migration for service organizations.
Key topics include the critical role of a robust partner ecosystem in driving innovation and customer trust, and how Genesys and SightCall collaborate to provide cutting-edge visual remote support.
Juergen shares his perspectives on contact center optimization through Genesys’ comprehensive CCaaS platform, highlighting the seamless integration and enhanced capabilities offered by App Foundry partners.
Introduction
Carmela:
Hello and welcome to another episode of SightCall Sessions, where we discuss the future of customer experience. Today, we’re joined by Jüergen Tolksdorf, Senior Director of Marketplace Innovation at Genesys.
Our discussion centers around building better ecosystems and how best-in-class service organizations are moving to the cloud from on-prem solutions with global leaders like Genesys. Built on AWS, Genesys uses a distributed cloud environment for secure access and exceptional customer and agent experiences. SightCall is proud to be a Genesys Elite AppFoundry partner, bringing visual assistance to customer interactions.
Jüergen and Fred, welcome.
Jüergen:
Thanks for having me.
Fred:
Thank you, Carmela.
The AppFoundry Marketplace and Ecosystem
Carmela:
Jüergen, can you tell us more about your role at Genesys?
Jüergen:
I manage the AppFoundry Marketplace, overseeing the partner and customer experience. My role is to ensure a seamless, “well-oiled” process for resellers, ISV partners, account managers, and customers. I’ve been involved since the initial launch, taking care of the entire backend to ensure everything runs smoothly when customers purchase solutions.
Carmela:
Fred, how does SightCall fit into the AppFoundry and Genesys ecosystem?
Fred:
As EVP of Partnerships at SightCall, I manage all partnerships, and Genesys is one of our most strategic. We’re proud to be an Elite AppFoundry Partner, bringing visual assistance directly into Genesys customer interactions. It’s been a successful collaboration, and we continue to build on that momentum together.
The Value of a Strong Partner Ecosystem
Carmela:
Not many podcasts talk about the value of a strong partner ecosystem. Jüergen, what does that mean for Genesys?
Jüergen:
A strong partner ecosystem is more than logo exchanges and signed agreements. It’s about customer trust, loyalty, and providing choice. The marketplace experience allows customers to find solutions for every need while fostering collaboration—not just between customers and vendors, but between vendors, resellers, and even between partners themselves.
Think of it like a matchmaking platform—similar to Uber connecting drivers and passengers. AppFoundry connects ISV partners, resellers, and customers, expanding the total addressable market for Genesys while making it easy for customers to consume applications directly from the marketplace.
Fred:
Exactly. The marketplace is a great place for customers to find, buy, and consume solutions that enhance the Genesys platform.
From On-Prem to Cloud: The Turning Point
Carmela:
What’s the biggest turning point for service organizations moving from on-prem to the cloud?
Jüergen:
There are several. Cost reduction is one, but it’s also about higher standards, better stability, and improved service levels. Cloud migration reduces carbon footprint, improves collaboration, and increases flexibility. You can adapt faster to new events or changes in business strategy. It’s safer, more reliable, and allows quicker adoption of new technologies.
Fred:
Do you see differences in cloud adoption across regions like the U.S., Europe, and APAC?
Jüergen:
Yes. Europe, particularly EU countries with strict GDPR regulations, tends to move slower due to compliance concerns. The U.S. is generally faster, while the Middle East is adopting cloud and social channels very quickly. That said, the resistance in Europe is fading—moving to the cloud is becoming inevitable.
Overcoming Barriers to Cloud Adoption
Carmela:
What helps reduce resistance to cloud adoption?
Jüergen:
Facts—plain and simple. Cost savings, reliability, and performance metrics prove the value. It’s important to have these conversations at the executive level, where leaders think about business stability and profitability. Keeping an on-prem infrastructure for its own sake doesn’t make sense anymore.
The advantages are clear, and the disadvantages are gone. Security and compliance concerns have been addressed... you can deploy solutions in hours instead of weeks.
AI in Customer Experience
Carmela:
You can’t have a CX discussion without mentioning AI. How are customers leveraging AI through Genesys and SightCall?
Jüergen:
At Genesys, AI is everywhere—chatbots, voice bots, predictive routing, knowledge management, conversational intelligence, forecasting, quality assurance, performance management, and automation. It’s all built-in and turnkey. AI isn’t the future—it’s here now, fully integrated into our platform and extended through AppFoundry partners like SightCall.
Fred:
When SightCall collects information during a video assistance call, that data feeds into Genesys Cloud. Genesys AI can then analyze and learn from it. The integration between SightCall and Genesys allows both AI systems to enhance customer experience together.
First Conversations About Cloud Transformation
Carmela:
When a company is considering moving to the cloud, what’s the first conversation you have with them?
Jüergen:
I usually ask, “Why wait?” The advantages are clear, and the disadvantages are gone. Security and compliance concerns have been addressed, especially with the power of today’s AI and large language models. The cloud allows faster implementation and immediate scalability—you can deploy solutions in hours instead of weeks.
If you’re a Genesys customer, you can go straight to the marketplace, try SightCall, and activate it instantly. That’s the beauty of cloud transformation.
Adding Video to the CX Roadmap
Carmela:
Let’s say I’ve moved to the cloud but haven’t adopted video yet. What’s my first step?
Jüergen:
Start by exploring the AppFoundry. The marketplace makes it easy to collaborate with vendors and find the right fit for your organization.
The Future of the AppFoundry Marketplace
Fred:
Jüergen, you’ve accomplished so much with AppFoundry. What’s next?
Jüergen:
The goal is better curation and personalization. We don’t want to be another search engine where customers feel lost. Instead, we’ll deliver tailored recommendations and more relevant experiences based on customer needs.
Genesys already powers thousands of customers worldwide, and we understand their challenges deeply. The future is about making the marketplace smarter—helping customers find exactly what they need faster.
Fred:
SightCall has been a Genesys partner for three years and is proud to be an Elite AppFoundry Partner. Why do you think we’ve had such success together?
Jüergen:
SightCall does a few things exceptionally well. You focus on specific customer needs instead of trying to be everything to everyone. You’ve built a clear vision around AR and video assistance and execute on that vision consistently. That clarity of purpose resonates with customers—it’s simple, direct, and effective.
Closing Thoughts
Carmela:
Fred, Jüergen, thank you both. It’s been a great conversation about the future of customer experience, the Genesys ecosystem, and how partnerships like this drive innovation.
To learn more, visit SightCall on the Genesys AppFoundry and explore how visual assistance can elevate your customer experience.
