Frost & Sullivan Recognizes Genesys Growth Strategy in the North American Cloud Customer Solutions Market

PRESS RELEASE: Based on its recent analysis of the cloud customer contact solutions market, Frost & Sullivan recognizes Genesys with the 2014 North American Frost & Sullivan Company of the Year Award for Cloud Customer Contact Solutions. Frost & Sullivan believes the Genesys innovative platform packaging strategy, coupled with several strategic acquisitions, has helped to significantly increase its installed base of cloud customers.

Genesys embarked on this portfolio growth strategy in 2012, and with aggressive product development and a complementary pattern of acquisitions, augmented a different aspect of its cloud portfolio.

In Q1 2013, Genesys made three strategic acquisitions—Utopy, Angel and SoundBite. Utopy brought speech and text analytics and missing components to the Genesys Workforce Optimization suite; Angel added strong, hosted self-service, along with a rich development environment; and SoundBite brought world-class, cloud-based outbound notification capabilities. Furthermore, in Q4 2013, Genesys acquired Echopass, an established leader in mid- to large cloud contact center solutions.

“Genesys’s growth strategy resulted in flexible deployment options wherein customers could stay on-premise, deploy in the cloud, or use a hybrid model, moving between cloud and premise as needed,” said Frost & Sullivan Principal Analyst, Nancy Jamison. “The company also designed packages that are attractive to the small- and mid-sized market as well as the larger enterprise.”

For the small- to mid-sized contact centers, Genesys offers a Premier Edition, which is a pure cloud offering that scales up to 250 seats. It is built from a combination of routing and IVR capabilities, while the user interface offers multi-channel support, unlimited IVR ports, intuitive and visual solution configuration, as well as proactive notifications and surveys. Additionally, it provides business intelligence analytics, agent monitoring and coaching, speech and text analytics, CRM desktop integration, stand-alone agent and administrative support or native support within salesforce service cloud, and bundled telco services.

For the mid- to large-sized contact centers, the company has rolled out a feature-rich, flexible Business Edition that scales up to 1,000 seats. This solution can be run in the cloud, on-premise with a pre-configured appliance, or in a hybrid cloud deployment model. It comes in multiple configurations, with inbound and outbound multi-channel support, routing using full context, agent scripting as well as local telephony connect and media storage. Other capabilities include email, chat, mobile, and advanced self-service channels support; real-time performance and operational monitoring and analysis; workforce optimization; and pre-integrated hardware appliances for on-premise deployments.

Finally, for large contact centers, Genesys has an Enterprise Edition that scales up to unlimited seats. Its capabilities include those in the Business Edition, as well as cross-channel interaction management, support for remote office workers, work item prioritization, routing and analytics, customization and third-party system and application integration, and advanced management.

In addition to the feature-rich functionality available in Genesys’s cloud offerings, the company has made available several solutions to customers that are just starting to test the cloud. They include the Genesys Global Transit Network that provides support for multinational connectivity between sites/regions and “global queues” for consistent routing strategies across regions; the SSAE16, PCI DSS 3.0, Service Organization Control (SOC) 2 Type II certifications; HPAA compliance; high availability built into each site (N+1)O and failover; and 99.999 percent service-level agreement.

Genesys also delivers value to customers by enabling them to choose the best mix of application deployment methods. It recently launched the Genesys Guru, a portfolio of managed services that helps companies realize the full power of their customer experience technology investments by streamlining business processes and improving customer interactions. This will help customers that do not have relevant expertise to get the most out of workforce management and analytics.

“The sales pipeline for cloud continued to grow exponentially in 2013 due to the company’s go-to-market strategy; this included the addition of new go-to-market partners, sales tools, professional services packages, easy add-ons and free trials,” noted Ms. Jamison. “With this new focus and a solid suite of cloud offerings, Frost & Sullivan expects Genesys to continue to grow and become a cloud contact center market leader in 2014.”

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy and implementation. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.

Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.