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.
"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.