Genesys have announced three editions of their Customer Experience Platform to cater to the needs of different sized businesses.
The new editions come in three distinct sizes:
- Premier Edition for small to mid-sized contact centres
- Business Edition for mid‐sized contact centres
- Enterprise Edition for large contact centres
These comprehensive offerings integrate technologies and expertise from the companies that Genesys recently acquired: Angel, Utopy and Sound Bite Communications. Complementing these offers are new capabilities from Genesys for call recording, screen capture, and analytics.
The analytics, called Pulse, are visual dashboards and interactive reports that provide real-time monitoring of contact centre operations and performance.
Paul Segre
“Companies spend vast amounts of money creating compelling brand promises that their customer experience fails to deliver,” said Paul Segre, President and CEO of Genesys. “With the new Genesys contact centre editions, companies of all sizes can now rapidly deploy systems that transform customer experience into a competitive differentiator.”
Premier Edition for small to mid‐size contact centres
Built with routing and IVR capabilities from Genesys and the intuitive Angel Virtual Contact Centre user experience, this edition is designed to be flexible, quick to deploy, and easy to use.
Capabilities include:
- Scale to 250 seats
- Multi-channel support
- Unlimited IVR ports
- Intuitive and visual solution configuration
- Proactive notifications and surveys
- Business Intelligence Analytics
- Workforce Optimization (WFO)
- Stand-alone agent and administrative support or native support within Salesforce Service Cloud
- Bundled Telco Services
Business Edition for mid to large‐size contact centres
The Business Edition is a feature‐rich and flexible customer experience solution for mid to large-size contact centres. With this edition, customers can choose to run their contact centre in the cloud, on-premise with a pre‐configured appliance or in a hybrid cloud configuration.
Capabilities include:
- Scale up to 1,000 seats
- Inbound and outbound multi‐channel support
- Email, chat, mobile and advanced self-service channels support
- Simplified and pre‐configured routing options for rapid deployment
- Real-time performance and operational monitoring and analysis with Pulse
- Workforce Optimization including Workforce Management
- Pre-integrated hardware appliances for on-premise deployments
Enterprise Edition for large contact centres
Dan Miller
The Enterprise Edition is tailor‐made for large organizations that require highly scalable and customized contact centre solutions. With this edition, customers can also choose to run their contact centre in the cloud, on-premise or in a hybrid cloud configuration.
Capabilities (in addition to those in the Business Edition) include:
- Scale to unlimited seats
- Cross‐channel interaction management
- Support for remote and branch office workers
- Work item prioritization, routing and analytics
- Customization and 3rd party system and application integration
“This is a major competitive step for Genesys. It starts with technology that is designed for the complex needs of large enterprises and makes it available to small and mid-sized contact centres,” said Dan Miller, Senior Analyst and Founder at Opus Research. “Plus, new packaging makes it easier for a new group of smaller customers to implement and use Genesys technology. The dual‐pronged approach sets the stage for higher levels of growth.”
Author: Megan Jones
Published On: 11th Dec 2013 - Last modified: 12th Dec 2018
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