Genesys, an industry-leading provider of omnichannel customer experience and contact center solutions, has finally unveiled its three new customer experience product offerings: PureEngage, PureConnect, and PureCloud.
Showcased at this year's Enterprise Connect 2017 trade show in Orlando, Florida, Genesys’ new customer experience solutions will cater to the unique needs of different buyers and market segments. All offerings in their cloud portfolio provide great value to both business users and contact center agents through a host of usability features that create a cost-effective and scalable voice solution.
Genesys Product Portfolio Expansion Fueled by ININ Acquisition
Since Genesys’ $1.4 billion acquisition of rival Interactive Intelligence late last year, industry analysts and market watchers have been on the lookout for what the combined company will offer to its existing and prospective customers. And the provider certainly did not disappoint.
In a recent interview with Janelle Matthews, the Senior Vice President of Solution Strategy at Genesys, she shared with VoipReview.org her thoughts on their portfolio expansion. Matthews believes these advancements were only a natural progression following Genesys' acquisition of Interactive Intelligence.
According to Matthews: “Interactive Intelligence brought a broad product portfolio, including advanced cloud and on-premise solutions, as well as key technical R&D and support talent that complements the capabilities of Genesys to help customers of all sizes and all complexities, anywhere in the world, create exceptional customer experiences.”
“Genesys and Interactive Intelligence were highly complementary companies focused on improving the customer experience as leaders serving adjacent market segments with complementary offers," she explained. "This transaction has positioned the combined company to deliver more innovative, omnichannel solutions that span the needs of customers of all sizes and every level of sophistication, including complementary Interactive Intelligence portfolio offerings such as unified communications and collaboration tools."
Indeed, the combination of the two providers has allowed Genesys to offer a bigger, more comprehensive portfolio that powers outstanding customer experiences for companies of all sizes, regardless of whether they choose a cloud-based or on-premise deployment solution.
“We truly are better together,” quipped Matthews.
Creating Positive Customer Experiences with Genesys
The customer experience and the overall customer journey is important for businesses to take note of. This helps companies to deliver a customer service experience that is tailored directly to the customer, therefore helping to build brand loyalty and to make for a positive calling experience. For companies looking to ensure this type of customer experience, choosing the right solution with all of the critical features is crucial. When comparing solutions, Matthews advised that, first and foremost, “companies should look for solutions that enable them to transform customer journeys across marketing, sales, and services in order to create seamless, personalized, and effortless experiences.” A good contact center solution must also be able to go beyond managing a great interaction, conversation, or individual customer journey. And, the best solution should also be able to manage a customer lifecycle while reducing friction across customer engagement and employee engagement. "The key is breaking down silos, becoming more data-driven and, increasingly, anticipating customer needs," shared Matthews.
In addition to this, a good solution is one that provides employees with valuable insight into previous and current conversations (therefore providing them with context and prior engagements), which creates a more productive, personalized customer experience. Matthews further highlights scalability as an important factor to consider when looking for a customer engagement solution. It's important that a solution can easily grow with your business or allow you to add or subtract lines based on seasonality or high/low call volume times of the year. Scalable solutions will help to let you easily manage your phone system without frustration and additional IT support, thus helping you save on your monthly communication costs.
Considering the above criteria, it’s safe to say that Genesys’s newest offerings have ticked all the right boxes when it comes to reliable, scalable solutions. Below are some of the highlights of Genesys’ new customer experience solutions:
- PureCloud by Genesys - A cloud-based customer engagement and employee collaboration solution. Easy to use and quick to deploy (it only requires a browser and a headset to start calling), PureCloud by Genesys connects phone, email, chat, video, and social through one tool, helping simplify customer relationships and effectively manage them. It also offers integration with leading business tools and apps, such as Salesforce, Zendesk, and more.
- PureEngage (powered by Genesys Enterprise Edition) - A true omnichannel customer engagement suite for global businesses. Available on-premise and in the cloud, PureEngage offers businesses real-time contextual journeys, intelligent routing, and scalable digital transformation. It can also be customized through open APIs and web standards.
- PureConnect (powered by CIC and CaaS) - An all-in-one multichannel contact center solution geared towards medium-to-large organizations. Flexible, cost-effective, and easy to deploy and administer, PureConnect offers businesses the ability to interact with customers over phone, email, chat, text, or tweet all within a single application. Matthews said they are excited to offer PureConnect plus its enhanced and expanded features. “The two biggest feature upgrades include co-browse view and early adopter WebRTC. These two features allow contact center agents to have greater control over creating a magnificent customer experience,” explained Matthews.
Merijn te Booij, the Chief Marketing Officer at Genesys, said that if there’s anything that hasn’t changed since Genesys’ acquisition of Interactive Intelligence, it’s their laser focus on powering the world’s best customer experiences. “We’re able to address the entire customer lifecycle, from marketing to sales to service, for small organizations as well as global brands with tens of thousands of users,” said Te Booiji.
For additional information on Genesys and the company’s expanded and re-branded Genesys Customer Experience Platform, please visit their website.
Genesys helps businesses create exceptional customer experiences for lasting relationships. A leader in omnichannel customer experience and contact center solutions, Genesys is trusted by more than 10,000 companies in 100 countries worldwide. Their Customer Experience Platform portfolio includes PureCloud by Genesys, PureConnect Powered by CIC, and PureEngage Powered by Genesys Enterprise Edition. In addition to these, Genesys also offers Employee Engagement and Business Optimization solutions.