All In On Genesys Cloud CX

Tony Bates at Genesys explains how they have proudly claimed Genesys Cloud CX as the de facto modern Experience Orchestration platform.

In January 2020, I painted a picture of our transformation in becoming the leading Experience as a Service company based on a single cloud/SaaS platform.

It’s October 2022, and we have more than 1,000 developers releasing new features each week, and more than 4,000 customers and 720,000 agents in more than 100 countries using the Genesys Cloud CX platform to create exceptional experiences for their employees and customers. We have arrived!

Going forward, we’re making a strategic pivot as a company and focusing all of our innovation, investment and resources on accelerating the market leadership of Genesys Cloud CX.

As a result of this decision, we will streamline our operations from two cloud platforms to one. We will also adjust our cost structure to align with the current economic environment.

Unfortunately, and with sadness, this will result in a significant reduction of our workforce. I want to thank all of the employees who have contributed to our success to date.

In addition, going “all in” on Genesys Cloud CX means we no longer will sell Genesys Multicloud CX or Genesys Multicloud CX private edition.

For our existing customers, including those on Genesys Engage on-premises, we’ll continue to provide maintenance and support.

We’ve already begun conversations with our Genesys Multicloud CX platform users on the best available path to migrate to Genesys Cloud CX. When these organisations make the decision to choose Genesys Cloud CX, they’ll feel the benefit of a platform named a leader in the Gartner Magic Quadrant for Contact Centre as a Service and a leader in the Forrester Wave: Journey Orchestration Platforms.

To date, more than 550 customers — including large enterprises — have already migrated from other Genesys solutions to Genesys Cloud CX.

I’m confident that existing and new customers and partners who embrace Genesys Cloud CX will benefit from a bolder and more focused approach to development, investment and partnership.

By putting the full force of the company behind Genesys Cloud CX, we’re simplifying our go-to-market offers and our customer experience.

The future of Experience as a Service is here!

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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