Genesys Accelerates Customer Experience Innovation and Customisation

Genesys announced significant growth in its enterprise marketplace and developer program. The AppFoundry marketplace now offers over 100 customer experience applications and integrations, while the Genesys DevFoundry developer program supports over 250 active users.

Together the AppFoundry and DevFoundry have enabled Genesys customers to connect with the wider ecosystem of customer experience providers to create exceptional customer experiences and drive business performance.

Genesys’ partner Vidyo, for example, has connected with over 50 Genesys customers around the globe since joining the AppFoundry and together with Genesys recently was selected to provide a video banking platform for a top retail bank in North America.

“With the AppFoundry, Genesys is actively directing its customers to the solutions that provide the most value,” said Sam Waicberg, Senior Vice President of Business Development and Marketing at Vidyo. “Since joining the AppFoundry, Vidyo has enjoyed phenomenal support from the Genesys sales, professional services and marketing teams to ensure that customers are aware of our solution and that together we can deliver great video-based customer experiences.”

To increase the opportunity for partners, Genesys continues to ramp up investment in developer enablement and openness of the DevFoundry platform. At the upcoming DevFoundry Conference in Toronto scheduled for September 7-8, 2016, the company will announce the first AppFoundry partner integrations approved for Genesys Cloud.

AppFoundry partners with integrations to Genesys Cloud include:

• EffectiveCAT – An agent scripting solution with user friendly call scripting directly within the WorkSpace Web Edition agent desktop, complete with automatic screen pop to the appropriate script.
• Mindtouch – A cloud-based, web self-service platform that helps companies take the product content they already produce and turn it into a customer engagement channel that grows revenue by educating buyers and creating product experts. It also integrates within the Workspace Web Edition agent desktop.
• ProcedureFlow – ProcedureFlow guides teams through processes with hyperlinked flowcharts, reducing training time of new advisors and providing them with process steps to better assist customers.
• CallScripter – CallScripter enables the development of agent scripts without IT involvement, guiding agents through customer interactions using conversational prompts, business logic and third-party data sources.

“Through the AppFoundry program, MindTouch not only is getting a wider audience for our platform, but the AppFoundry team worked with us to find the right Genesys partner to complete our initial integration to ensure rapid time to market without sacrificing quality,” said Aaron Fulkerson, CEO of MindTouch.

“Customers have greeted AppFoundry and DevFoundry as a welcome resource for solutions and support needed to accelerate innovation with the Genesys Customer Experience Platform,” said Jim Kraeutler, Vice President of the Innovation Group at Genesys. “It’s very exciting to see how Genesys is increasing our customers’ ability to deliver great results using partner-created solutions.”

For more information visit www.genesys.com/uk.