Increasing customer demand for omnichannel solutions

Genesis announced that during 2017, over 250 companies transitioned their legacy contact center systems to the Genesis Customer Experience Platform.

Leading global companies across various industries have chosen Genesys to meet today's customer demands for efficient and hyper-personalized services delivered in real-time across all channels. Companies that have adopted Genesys include Fraser Health, Lufthansa, Pentaphone, Rapid Financial Solutions, and Transat, as well as multinational beverage companies, major U.S. consumer banks, and financial services firms in the automotive industry.

The reason the transition is proceeding rapidly is that customer demand for omnichannel solutions is increasing and the industry is undergoing a seismic shift. According to Gartner, the Contact Center Infrastructure (CCI) market is saturated but continues to evolve. Leading companies are seeking to transition from traditional on-premises, telephone-only 'call centers' or multichannel 'contact centers' based on disconnected communication channels to new, fully integrated 'omnichannel engagement' that supports the continuous and seamless maintenance of context between engagement channels.

Tom Eggemeier, President of Genesys, stated, “Enterprises have confidence in Genesys’ expertise and proven solutions for delivering digitally connected omnichannel customer experiences, and are increasingly switching to Genesys.” He added, “As the only company named a leader in both the on-premises and cloud sectors in Gartner’s Contact Center Magic Quadrant, Genesys continues to innovate relentlessly. We have also established ourselves as the company capable of delivering the most seamless and complete interaction experience between customers and businesses.”

Genesys solutions possess complete omnichannel capabilities that can connect the entire customer journey, spanning from marketing to sales and service. Furthermore, Genesys supports seamless migration from on-premises to the cloud for companies seeking to enhance their contact center capabilities with cloud-based solutions that offer agility, security, and scalability. This year, approximately 40% of companies across all Genesys platforms, including PureCloud™, PureConnect™, and PureEngage™, completed cloud migration, ranging from 500 to 5,000 seats.

Mary Wardley, VP of Programs at IDC, stated, “Changes in the contact center market are forcing companies to take a strategic approach to the technology needed to support today’s customers,” adding, “Genesys’ approach means more than a rip-and-replace of contact center systems. Genesys has a high-level mission to help companies leverage the latest technology to become leaders in customer experience.”