Genesys®, a global leader in omnichannel customer experience and contact center solutions, has reported that nearly 100 top brands adopted the Genesys PureConnect™ omnichannel engagement offering last year. More than 80 percent of the wins replaced legacy systems from Avaya, Cisco and others to meet their customers’ desire for hyper-personalized, always-on digital service across phone, email, chat and text.
Today, PureConnect seamlessly connects the customer journey for thousands of companies around the world and countless industries ranging from FORTUNE 500® businesses to mid-sized global enterprises. Newly added logos in 2017 included The Coca-Cola Company and another leading beverage brand, a major financial software vendor, global IT network providers, as well as Abanca and Transat, to name but a few.
Also with significant positive growth in the Genesys reseller channel last year, today PureConnect is included in the portfolio offering for some of the industry’s top channel brands worldwide including AVDS, Adapt, Avtex, Continuous Technologies International Inc., ConvergeOne, Digital China, E-Contact, Fourth Dimension Systems, GS Neotek, NEC, Sixbell and Spark.
In addition, Genesys has significantly increased its investment in PureConnect across the board in research and development (R&D), sales, marketing and customer support in order to consistently exceed expectations.
Genesys President Tom Eggemeier commented, “Genesys is building upon PureConnect’s 20-year heritage of industry leadership by continuing to anticipate market shifts and respond with innovation that meets customer expectations. Today, by carrying forth this same track-record of proactive, ongoing investment, we’re taking what was already great and making it even better in the areas of analytics, omnichannel, webification, digital and cloud acceleration.”
With more than 200 developers focused on PureConnect, the Genesys commitment to R&D has enabled the company to continue to build on its foundation for the future. In 2017 alone, Genesys rapidly added more than 50 new features and enhancements to PureConnect. A few of those key capability enhancements include:
- User Interface: A new and modern web-based user interface for managing customer engagement across channels, including SMS, that simplifies deployment and reduces training.
- Analytics and Reporting: A new web-based data dictionary for analytics and an extraction tool provide more flexibility and control so customers can easily export and understand data.
- Self-service: New speech recognition and text-to-speech languages for self-service automation enable more natural speech patterns, increase accuracy and expand global deployment capability.
- Workforce Optimization: Additional support for OPUS audio files improves audio quality, and new dual channel recording separates the agent and customer audio for improved post call analytics.
Frost & Sullivan Principal Analyst Nancy Jamison said, “PureConnect continues to be a powerful product with the omnichannel backbone to create satisfying customer journeys. Customizable, simple to administer and with flexible deployment options, it offers an ideal path for companies interested in moving to the cloud, but not quite ready for the public cloud model.”