Genesys Brings Experience, Success to Cloud Connect Call Center Solution

By Rich Steeves, TMCnet Web Editor

Genesys (News - Alert) is a well known and well respected name in the contact center space. For years, the company has done an excellent job providing sophisticated software to sophisticated users, from banks to telecoms to other large companies with large contact centers with complex needs. The company’s software could do anything necessary to meet specific business needs. And, while Genesys is happy to be poised at the top of the market, the company decided to address a slightly different logic, one that would be more willing to purchase software-as-a-service solutions.

One member of the team that was tasked to bring Genesys’ experience to the cloud was Mike McBrien, who is now the general manager of Cloud Connect at Genesys. McBrien was part of an executive committee that looked into what it would take to go after the mid-market. They met for several weeks and came up with a strategy that would grown into Cloud Connect, which will debut in January of 2013.

The benefits of using the cloud, according to McBrien, are that it makes the solution easy for customers to manage, maintain, build and change. For example, a business that has agents who answer repetitive calls can easily create an IVR script or routing strategy to deal with those types of calls. The solution also boasts an easy interface, and the cloud makes budgeting decisions easier, moving the call center costs from capex to opex. The cloud call center solution is also more scalable; companies can add seats as the business grows.

In developing the Cloud Connect solution for contact centers, Genesys decided to work with Salesforce and, according to McBrien, this was an easy choice. Salesforce is a recognized leader in the CRM space and a company that does things right, essentially creating the cloud CRM market. The company creates a partner ecosystem and their team worked closely with the group from Genesys who created a unique interfact that allows Cloud Connect to work inside the Salesforce solution. Users can build IVR systems, create routing strategies and reports without ever having to leave Service Cloud, using the same interface to run the contact center.

The Cloud Connect solution from Genesys will roll out in January, but already got a great response at the recent Dreamforce event, where, according to McBrien, the Genesys booth was always crowded and full of enthusiasm. And, based on the company’s track record and excellent choice in partner, it is poised to bring Genesys quality to a whole new market.