Tuesday, 10 March 2015 05:00

Genesys goes cloud to tap mid-market

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Exclusive: Genesys has brought the cloud-based Genesys Customer Experience Platform to Australia and New Zealand, allowing the company and its partners to address the needs of mid-market organisations.

Genesys customer experience and contact centre software is well regarded by its customers, but to date its focus has been on-premises software that has mostly been relevant to the enterprise market, where managing director Gordon Clubb (pictured) says it is the leading player.

The introduction of the cloud-based Genesys Customer Experience Platform "expands our reach" into organisations requiring around 100 to 500 seats, Clubb told iTWire.

"That part of the market has been struggling" with financial and skill limitations, even though they want the capability, flexibility and scalability that comes with a modern offering, he said. "It's not just a front-end contact centre [system]" as it includes multichannel and workforce optimisation capabilities.

Genesys can now offer Australian and New Zealand mid-market organisations the same sophistication that high-end customers enjoy, but with the simplicity they need and at a relevant price-point, Clubb added.

"We expect the mid-market will gravitate towards a cloud solution," he said.

The multi-tenanted service - which as already been piloted by local organisations in sectors including healthcare and retail - is hosted in Australia and other locations including Singapore.

While it provides rapid deployment packages and easy upgrades, customisations are still possible where required.

"It'll help partners differentiate themselves" through customisation and other services, said Clubb.

While Genesys is not ready to make any specific announcements, Clubb said the company is developing cloud solutions for specific vertical markets.

The new cloud services provide an opportunity for mid-market organisations to make significant improvements to the customer service and customer experience they provide, he said.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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