Genesys, a global leader in omnichannel customer experience and contact centre solutions, has announced it is changing the name of its flagship Software-as-a-Service (SaaS) offering, PureCloud, to Genesys Cloud.
This shift reflects the evolution of the company and marks the launch of Experience as a ServiceSM powered by Genesys Cloud, which enables organisations to achieve true personalisation at scale.
Genesys Cloud, an all-in-one solution and a leading public cloud contact centre platform, helps organisations provide better experiences to their customers and employees.
“Through Genesys Cloud, we’re delivering Experience as a Service to make it easier for organisations to foster customer trust and loyalty,” said Tony Bates, Chief Executive Officer of Genesys.
“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.”
Last year alone, nearly 500 new customers across the globe selected Genesys Cloud, including Banco Inter, Concord Servicing Corporation, eFinancial, Ethiopian Airlines, Medicard Philippines, Paycor, SITA and TechStyle. The company also announced it closed more than 1,000 deals with existing customers in 2019, helping them to further modernise the service they deliver through Genesys Cloud. Deployments range in size from 20 to 20,000 seats with nearly 90% of organisations fully implemented in just 90 days.
To make it even 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 unmatched versatility to tailor their subscriptions to meet evolving business requirements.
“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,” said Sheila McGee-Smith, president, McGee-Smith Analytics.
“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.”
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