Ovum, recently briefed at the Genesys G-Force event in Sydney, says Genesys’s iWD solution addresses customers’ desire to modernise their business processes for efficiency gains and compliance, and has already delivered a number of “compelling use cases” in the region, including Telstra and the New Zealand Ministry of Justice.
However, according to Ovum’s Senior Analyst, Enterprise Telecoms, Claudio Castelli, despite Genesys reporting that it has had the most success with its iWD solution in the ANZ region - “gaining significant traction” - and despite “the hype at G-Force, it is still early days for Genesys’s mobility strategy.”
Genesys looks at mobility across four main solution areas - mobile customer care, mobile contact centre operations, mobile knowledge worker, and mobile-enabled business process – and Castelli says that Genesys’s current products focus on the first two areas of mobile customer care and mobile contact centre operations.
“Genesys has some ongoing pilots, but the only customer case in the region that it shared was Emirates, which is its second global deal with an airline. This suggests that Genesys may have found a good niche in this vertical.”
According to Castelli, while the other two mobile solution areas - knowledge worker and mobile-enabled business process - are on Genesys’s roadmap for 2013, there is still a long way to go.
And, Castelli suggests that with a growing number of mobile workers and the trend towards ‘bring your own device’, Genesys will have to accelerate the development and rollout of its mobile knowledge worker solution in order to meet what Ovum predicts will be increasing demand from enterprises looking to apply iWD in mobile working environments.
“We believe that mobile workers will increasingly be part of the process in an intelligent workload distribution environment,” Castelli adds.
Ovum also sees opportunities for Genesys to extend its Conversation Manager support to include greater contextual information from connected consumer electronics devices, like e-readers, sat navs, and telehealth devices – and Castelli says M2M is an area that Genesys should also monitor closely, commenting that: “A mobile-enabled business process will not be complete without the integration of devices that are not necessarily managed or controlled by end users.”
Castelli, commenting further on Genesys’s iWD business, says that the company shared some interesting case studies at the G-Force event, including Telstra, which is using iWD to link from the customer point of contact to its network operations in order to improve service activation times and deliver better customer services.
Ovum was also briefed on Gensys’s New Zealand Ministry of Justice case study, with the organisation using iWD to improve its tax collection process.
According to Castelli, the Ministry of Justice expects the solution to provide better control and workflow, which he says will support changes in process and result in the Ministry’s collection rates increasing from 75 percent to 90 percent. “This should increase its revenue from tax delinquent accounts by $20m per year. It also expects that the solution will reduce its annual operating costs by at least $2m, although this will be harder to quantify,” Castelli said.