• November 20, 2013

Genesys Enters Midmarket Space with New Contact Center Editions

Genesys, a provider of customer experience and contact center solutions, yesterday released three new contact center editions: Premier Edition for small to midsized contact centers, Business Edition for midsized contact centers, and Enterprise Edition for large contact centers.

The Genesys Premier Edition is a pure cloud offering for companies with up to 250 contact center seats. Capabilities include multichannel support, unlimited IVR ports, proactive notifications and surveys, business intelligence analytics, workforce optimization with quality management and speech and text analytics, stand-alone agent and administrative support or native support within Salesforce Service Cloud, and bundled telco services.

The Business Edition, which can scale to up to 1,000 contact center seats, allows customers to run their contact centers in the cloud, on premises with a preconfigured appliance, or in a hybrid cloud configuration. Capabilities include inbound and outbound support for email, chat, mobile, and advanced self-service channels, simplified and preconfigured routing, real-time performance and operational monitoring and analysis, workforce optimization, and workforce management.

Genesys Enterprise Edition is tailor-made for large organizations that require highly scalable and customized contact center solutions. With this edition, customers can choose to run their contact center in the cloud, on premises, or in a hybrid cloud configuration. It can scale to cover an unlimited number of contact center seats and includes all of the features of the premier and business editions, with cross-channel interaction management, support for remote and branch office workers, work item prioritization, routing and analytics, customization, and third-party system and application integration.

These comprehensive offerings integrate technologies from Angel, Utopy, and SoundBite Communications, companies that Genesys acquired in the past year or so.

Complementing these offers are new capabilities from Genesys for call recording, screen capture, and intuitive analytics. The intuitive analytics, called Pulse, are visual dashboards and interactive reports that provide real-time monitoring of contact center operations and performance.

"Companies spend vast amounts of money creating compelling brand promises that their customer experience fails to deliver," said Paul Segre, president and CEO of Genesys, in a statement. "With the new Genesys contact center editions, companies of all sizes can now rapidly deploy systems that transform customer experience into a competitive differentiator."

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