Genesys CMO Shares Contact Center Trends

UC Integration, Cloud Services, and Untethered Access are Key

As a follow-up to a recent acquisition announcement made by Genesys, we recently had a chance to discuss contact center trends with Genesys CMO Reed Henry.  Genesys is a leading provider of multi-channel customer experience and contact center solutions with over 3,500 customers in 80 countries. According to Henry, unified communications and collaboration tools (UC&C) are being fully integrated into today’s contact centers, and cloud-based contact center options are increasingly important. 

At Genesys, Henry noted that the company now has over 2400 cloud-based customers, with over 20% of Genesys business now cloud-based.  The Genesys Premier Edition is a pure cloud offering designed for  small to mid-size contact  centers; it scale to 250 seats, and demand for the service has had “a lot of growth” according to Henry.  The premier edition is complemented by a Business Edition build for a 75-1000 agent contact center, with the Enterprise edition rounding out the portfolio a the high end. 

In addition to increased demand for cloud based alternatives and growth in the small business segment, Henry said that mobility and support for multi-modal access for customers is also key to contact center requirements. 

Genesys is focusing continued development on multimodal IVRs, integration with assisted services, and chat based on HTML5  and mobile messaging.  Customers aren’t the only ones who want mobile access:  agents increasingly want “untethered” access, with the ability to log into the contact center systems from any device. 

Microsoft Lync integration and native support for Lync are also increasingly on the “must have” list for customers, and Henry touted his company’s ability announced last year that offers the latest Lync 2013 qualification, designed to help Lync customers unify their contact center interactions and enterprise unified communications.

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Copyright © 2014 IDG Communications, Inc.

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