Genesys Brings Its Expertise to the Expanding Contact Center Marketplace

By Rich Steeves, TMCnet Web Editor

If you work in the contact center space, chances are that you know the name Genesys (News - Alert) quite well. It is a company that is focused on the contact center and the customer experience, providing a software platform that is flexible and feature-rich. Over the past 21 years, Genesys has worked with thousands of Global 2000 and Fortune 1000 companies. But now the company has realized that, over the years, it has developed a wealth of expertise in the contact center space, which it can use to create easy to use and deploy solutions for the broader marketplace.

According to Paul Segre (News - Alert), president and chief executive officer at Genesys, the company is making a concerted effort to address a broader  market for simplified customer service solutions. Some companies, says Segre, want the best system, but may not have the IT resources to devote to a custom solution. Genesys, though, can call upon its vast experience and create a solution that is not IT-heavy and has a lower total cost of ownership. This simplified solution addresses the needs of these companies and help Genesys realize its full potential in the market.

The Genesys team sought to deliver solutions that could address market needs and challenges. The idea, said Segre, is to create the best product, optimized for the market, using best practices gleaned from other Genesys deployments. This philosophy has led to two different offerings to date, a software-as-a-service solution call Cloud Connect, and a fast, easy-to-deploy solution called Genesys One.

Cloud Connect is a pure SaaS (News - Alert), multi-tenant solution tightly integrated with SalesForce Service Cloud. It is so tightly integrated, in fact, that it appears to be an extension of Service Cloud, and users need to know nothing about Genesys to use it. Segre stated that the team at Genesys used its experience to create templates that users can change parameters easily. So, compared to fully customized solutions, it is easier to learn, faster to get up and running, and is a hardened product that won’t break down. Genesys brought this offering to SalesForce’s DreamForce event and received rave reviews.

Genesys One, on the other hand, is a solution that allows companies to get their contact centers up and running as quickly as possible. It is designed for enterprises that are sensitive to total cost of ownership concerns, but want to have a robust set of capabilities. The solution is designed using best practice models from other Genesys deployments, and is available as a fixed-price package that can help companies get up and running. Segre stated that Genesys one has been launched to partners recently, and has been very well received.

In the end, says, Segre, it is about serving the market. Genesys wants to service the broader enterprise market and support it in any way possible. For example, the company has created an entire business unit, including marketing, sales, service and support for Cloud Connect, showing its dedication to the initiative. Of course, these new initiatives do not mean that Genesys is moving away from its traditional market. Segre sees a great deal of synergy between the two, and anticipates a bright future for the company in both areas, foreseeing strong growth in the months and years to come, expanding its offerings with exciting opportunities. The company has a long term vision, and the creation of Genesys One and Cloud Connect represent important milestones in the Genesys journey, one which will no doubt bring the company’s customer-focused solutions to a broader marketplace and end users.