Why no longer MSSQL?

It has been years since last post on the MSSQL topic and now MSSQL is under the customer’s care instead of mine. The job scope has changed significantly since 2022 where the focus was shifted to Genesys Cloud (and Genesys Engage).

Why Genesys?

For me, it is considered as a new challenge which addresses the questions from the previous role where Genesys platform was deployed. How can we build a Contact Center with multiple channels such as call, email, chat, social media and instant message? What about integration with CRM or other system used by contact center users? What are the options to improve efficiency? Looking back the past 4 years, some of the questions were already answered, and some deviate from the original ones, especially after the AI has entered the chat.

One thing remains though. The knowledge sharing article will be updated regularly along with the Genesys journey where I am grateful to be taught by multiple mentors across all the regions. One Genesys is truly One Genesys.