Genesys today launched Genesys Cloud, a new comprehensive portfolio of cloud solutions for contact centers and customer engagement.
Genesys Cloud consists of two offers: the newly available Platform On-Demand, which delivers the full capabilities of the Genesys platform from the cloud; and Solutions On-Demand, which delivers the recently acquired Angel cloud solutions for smaller contact centers and interactive voice response (IVR) for self-service.
The Genesys Cloud Platform On-Demand provides a highly scalable set of solutions that enable companies to quickly implement customer engagement solutions from Genesys. Platform On-Demand supports an unlimited number of users with flexible deployment scenarios, including a cloud-only model and a hybrid cloud model, which can blend on-premises and cloud-based solutions. The hybrid model provides the flexibility to integrate with existing on-premises Genesys-only or multi-vendor environments, allowing customers to migrate to the cloud at their own pace.
Genesys Cloud Platform On-Demand delivers voice contact centers, advanced self-service, proactive communications, speech analytics, workforce management, and multichannel support for email, chat, and mobile. Both new and existing Genesys customers can add cloud solutions as their needs change and evolve. Genesys Platform On-Demand is fully managed and supported by Genesys.
Genesys Cloud Solutions On-Demand are based on the Angel contact center and IVR self-service solutions, and typically support up to 150 agents with unlimited IVR ports. Genesys Cloud Solutions On-Demand enable business or departmental users to get up and running quickly. They also provide advanced business intelligence and analytics and a wide range of industry solutions for financial services, healthcare, technology, media and entertainment, pharmaceutical, retail, telecommunications, travel and hospitality, and utilities companies. Today, Genesys Cloud Solutions On-Demand serves more than 800 customers.
Genesys Cloud Platform On-Demand is available immediately in both the United States and United Kingdom. Genesys Solutions On-Demand is available in the U.S. market. Genesys will roll out support for additional geographies in future releases.
"Today's announcement signals a major disruption in the market for cloud-based contact center solutions," said Paul Segre, president and CEO of Genesys, in a statement. "Through exciting acquisitions and internal innovation, Genesys has aggressively expanded its range of cloud solutions to ensure companies of all sizes can take advantage of world-class customer engagement combined with the benefits of rapid deployment and ease of use enabled by the cloud."
"Genesys Cloud Platform On-Demand is a critical new addition to our portfolio of cloud offerings, adding to our well established Solutions On-Demand business, as well as our long-standing business with cloud partners worldwide," added David Rennyson, executive vice president and general manager of Genesys Cloud Solutions, in the statement. "With this addition, Genesys offers the industry's broadest choice of cloud solutions for contact centers and customer engagement, enabling companies to deliver an optimized customer experience via the delivery model of their choice."