The world of communication is far more complex and demanding than it once was. Whether they're communicating with each other, or connecting with customers, today's employees need more intuitive and immersive solutions to support better outcomes and greater productivity.
Genesys, one of the market leaders in customer experience, is a pioneer in supporting both cloud and on-premises customer experience solutions. In recent years, the company has made considerable strides in its strategy of building new and improved customer experience offerings for a diverse customer base of more than 11,000 companies across 100 countries.
I was keen to catch up on what Genesys has been doing lately, so I spoke to Brendan Dykes, the Product marketing manager and senior director of solutions for Genesys. Brendan has been working with Genesys for more than 12 years now and has a long history in the communication environment. He told me all about the steps that Genesys is taking towards new products, services, and opportunities.
What Has Been Happening for Genesys Lately?
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Brendan Dykes[/caption]
To start our discussion, I asked Dykes to tell me about the biggest things that have been happening for the Genesys brand over the last five years or so. He told me that it's only been about seven years that Genesys has been an independent company, branching away from Alcatel Lucent into a privately held organisation.
"We moved away from being a player in the digital transformation area with Alcatel, to be a company that provides the core customer experience solutions for many digital transformation strategies."
According to Brendan, Genesys started in voice, and the company isn't ignoring that area now. "I think that voice is going to become even more important in the coming years, particularly with the rise of smart assistants. However, we also know that people don't want to use just one channel when they're communicating; they want numerous options."
A couple of years ago, Genesys' acquisition of Interactive Intelligence allowed it to build a more comprehensive cloud experience, which enables it to provide a more diverse range of solutions for customers.
"Now we have one of the fastest growing public cloud products of all time - outgrowing countless other competitors"
Are You Developing New Products Faster on the Cloud?
Brendan told me that one of the things that makes Genesys stand out is that it is offering both the functionality and the scalability that their customers need. With PureCloud, Genesys can provide all the state-of-the-art features that its customers are looking for, along with the flexible roadmap they need. "We can also support the people that still want an on-premise solution through enabling them to consume the latest functionality through Genesys Cloud platform in an integrated fashion. It's the best of both worlds."
Genesys isn't just rolling out the latest solutions as quickly as possible with its cloud offering; it’s making sure that it has a wide range of options for its customers to choose from. Genesys has no problem keeping its PureCloud product up-to-date through the Genesys Cloud platform and offering customers the excellent scalability they need. At the same time, the freedom of the cloud means that Genesys can continue to provide solutions for on-premises customers, while also investing in R&D developments and new, disruptive solutions like artificial intelligence (AI) and machine learning.