Genesys Introduces Experience as a Service Enabling Organisations to Deliver True Personalisation
Rapid innovation, lightning-fast deployments and infinite scale solidifies
Genesys Cloud as the world's leading public cloud contact centre
platform
JOHANNESBURG, South Africa, January 21, 2020/ -- Genesys® (https://bit.ly/2NJBqD6), the global leader in omnichannel customer experience (https://bit.ly/3axpLRC) and contact centre solutions (https://bit.ly/2tCLR4K), announces it is changing the name of its flagship software as a service (SaaS) offering, PureCloud®, to Genesys Cloud™. This shift reflects the evolution of the company and marks the launch of Experience as a
ServiceSM powered by Genesys Cloud, which enables
organisations to achieve true personalisation at scale. Genesys Cloud,
an all-in-one solution and the world's leading public cloud contact
centre platform, helps organisations provide better experiences to their customers and employees.
"Through Genesys Cloud (https://bit.ly/3azNHUP), we're delivering Experience as a Service to make it easier for
organisations to foster customer trust and loyalty. This starts by
helping them know their customers as individuals, not profiles or
segments, and leading with empathy throughout every connected moment,"
said Tony Bates, chief executive officer of Genesys. "When businesses
can provide distinctive experiences tailored for each customer, they're
achieving the level of personalisation today's consumers are looking for – and that's what we enable with Genesys Cloud."
The solution for any organisation
Last year alone, nearly 500 new customers across the globe selected
Genesys Cloud, including Banco Inter, Concord Servicing Corporation,
eFinancial, Ethiopian Airlines, Medicard Philippines, Inc., Paycor, SITA and TechStyle. The company also announced it closed more than 1,000
deals with existing customers in 2019, helping them to further modernise the service they deliver through Genesys Cloud. Deployments range in
size from 20 to 20,000 seats with nearly 90 percent of organisations
fully implemented in just 90 days.
"As the fastest growing digital bank in Brazil, we chose Genesys Cloud
because we needed a cloud-based omnichannel customer experience platform that could keep up with our accelerated growth strategy," said João
Marcus dos Santos, customer care IT leader of Banco Inter. "Genesys
Cloud allows us to use a single solution to engage with our customers on every channel and provides the flexibility we need for our company's
rapid evolution, enabling us to add innovative and disruptive solutions
quickly."
New pricing gives businesses ultimate agility
To make it even simpler for organisations to adopt Genesys Cloud, the
company is rolling out new usage-based pricing. Beginning in the first
quarter of 2020, customers have the flexibility to pay only for the
hours they want and add as many users as required. In addition,
customers can also make changes to their subscription bundle, such as
increasing hours and adding digital channels or workforce engagement
management seats. This gives customers unmatched versatility to tailor
their subscriptions to meet evolving business requirements.
"After a nearly 30-year legacy of providing leading on-premises contact
centre solutions, Genesys has successfully pivoted to the cloud – a feat many premises providers have tried but few have succeeded in
making," said Sheila McGee-Smith, president, McGee-Smith Analytics. "Genesys Cloud gives businesses the best of both worlds: one of the
industry's most powerful cloud platforms enabling rapid innovation and
scalability, coupled with the knowledge and expertise of an industry
pioneer. This winning combination enables even the most complex
organisations to provide a differentiated experience to each customer,
every time."
The platform for rapid innovation
Easily and cost-effectively customisable, Genesys Cloud is an innovative development platform that allows organisations to address the unique
needs of their customers and industry. With its robust feature set, open APIs and 100% microservices-based architecture, the platform was built
for developers by developers. In fact, last year alone, 60% of the
platform's 7 billion and growing monthly API calls originated from
customers and partners. In addition, organisations have even more
opportunity to make Genesys Cloud their own by leveraging applications,
integrations and services from the Genesys AppFoundry® (https://bit.ly/2TKjex2), the fastest growing dedicated customer experience marketplace in the industry.
The company also announced it is delivering all new innovations
exclusively via the Genesys Cloud platform. This makes it easy for any
Genesys customer – whether on-premises, cloud or hybrid – to consume new capabilities, including artificial intelligence, digital, predictive
analytics and more, regardless of the Genesys product they use.
Learn more about transitioning from an on-premises contact centre solution to Genesys Cloud (https://bit.ly/2tFUZ8y).
About Genesys:
Every year, Genesys® (www.Genesys.com) delivers more than 70 billion remarkable customer experiences for
organisations in over 100 countries. Through the power of the cloud and
AI, our technology connects every customer moment across marketing,
sales and service on any channel, while also improving employee
experiences. Genesys pioneered Experiences as a ServiceSM so
organisations of any size can provide true personalisation at scale,
interact with empathy, and foster customer trust and loyalty. This is
enabled by Genesys Cloud™, an all-in-one solution and the world's
leading public cloud contact centre platform, designed for rapid
innovation, scalability and flexibility. Visit www.Genesys.com.
©2020 Genesys Telecommunications Laboratories, Inc. All rights
reserved. Genesys, and the Genesys logo, are trademarks and/or
registered trademarks of Genesys. All other company names and logos may
be registered trademarks or trademarks of their respective companies.
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