Genesys rebrands SaaS solution, puts greater focus on cloud offering

Genesys has rebranded its flagship software as a service (SaaS) offering PureCloud to Genesys Cloud, stating this change reflects the evolution of the company and the launch of Experience as a Service.

Genesys Cloud is an all-in-one solution and a public cloud contact centre platform, focused on helping organisations provide better experiences to their customers and employees. Experience as a Service, powered by Genesys Cloud, enables organisations to achieve true personalisation at scale, the company states.

Genesys chief executive officer Tony Bates says, "Through Genesys Cloud, we're delivering Experience as a Service to make it easier for organisations to foster customer trust and loyalty. This starts by helping them know their customers as individuals, not profiles or segments, and leading with empathy throughout every connected moment.

"When businesses can provide distinctive experiences tailored for each customer, they're achieving the level of personalisation today's consumers are looking for – and that's what we enable with Genesys Cloud.

With its feature set, open APIs and 100% microservices-based architecture, the platform was built for developers by developers, Genesys states.

In fact, last year alone, 60% of the platform's seven billion and growing monthly API calls originated from customers and partners. In addition, organisations have even more opportunity to make Genesys Cloud their own by leveraging applications, integrations and services from the Genesys AppFoundry, the dedicated customer experience marketplace.

To make it simpler for organisations to adopt Genesys Cloud, the company is rolling out new usage-based pricing. Beginning in the first quarter of 2020, customers have the flexibility to pay only for the hours they want and add as many users as required.

In addition, customers can also make changes to their subscription bundle, such as increasing hours and adding digital channels or workforce engagement management seats.

This gives customers versatility to tailor their subscriptions to meet evolving business requirements, Genesys states.

The company also announced it is delivering all new innovations exclusively via the Genesys Cloud platform. This makes it easy for any Genesys customer, whether on-premises, cloud or hybrid, to consume new capabilities, including artificial intelligence, digital, predictive analytics and more, regardless of the Genesys product they use, the company states.

Last year Genesys added 500 new customers to Genesys Cloud, including Banco Inter, Concord Servicing Corporation, eFinancial, Ethiopian Airlines, Medicard Philippines, Inc., Paycor, SITA and TechStyle.

The company also announced it closed more than 1,000 deals with existing customers in 2019 for Genesys Cloud. Deployments range in size from 20 to 20,000 seats with nearly 90% of organisations fully implemented in just 90 days, the company states.

McGee-Smith Analytics president Sheila McGee-Smith says, "After a nearly 30-year legacy of providing leading on-premises contact centre solutions, Genesys has successfully pivoted to the cloud – a feat many premises providers have tried but few have succeeded in making.

"Genesys Cloud gives businesses the best of both worlds: one of the industry's most powerful cloud platforms enabling rapid innovation and scalability, coupled with the knowledge and expertise of an industry pioneer. This winning combination enables even the most complex organisations to provide a differentiated experience to each customer, every time.