Genesys Introduces Three New Editions of Its Contact Center Platform with Updated Functionality

By Tracey E. Schelmetic, TMCnet Contributor

While the function of a contact center is essentially the same across all organizations and all industries – a company representative assists a customer with questions, problems or other issues – different contact centers have different needs from a technology and management perspective. For this reason, one size does not fit all when it comes to contact center solutions. Enterprise solutions may simply be too much for smaller contact centers, and solutions designed for SMBs may not have enough features and functionality for larger organizations.

Contact center and customer experience solutions provider Genesys is announcing three new contact center editions—Premier Edition for small to mid-sized contact centers, Business Edition for mid-sized contact centers, and Enterprise Edition for large contact centers. The three editions provide contact center functionality for customer support organizations of all sizes.

“Companies spend vast amounts of money creating compelling brand promises that their customer experience fails to deliver,” said Paul Segre (News - Alert), President and CEO of Genesys. “With the new Genesys contact center editions, companies of all sizes can now rapidly deploy systems that transform customer experience into a competitive differentiator.”

All three editions incorporate technology comprehensive offerings integrate technologies and expertise from the companies that Genesys has acquired in recent years: Angel, Utopy and SoundBite Communications (News - Alert), as well as home-grown technology from Genesys for call recording, screen capture and intuitive analytics.

Analytics are increasingly critical to a well-run contact center. These solutions can search a multitude of data sources related to contact center operations, analyze them and draw intelligence that might not otherwise be spotted by human eyes that can help improve processes as well as customer satisfaction.

Genesys’ new intuitive analytics feature, called Pulse (News - Alert), offers visual dashboards and interactive reports designed to provide real-time monitoring of contact center operations and performance. The editions extend best-in-class customer experience solutions to new market segments and represent the most comprehensive set of offerings for contact centers ever made available.

The Genesys (News - Alert) Premier Edition is a pure cloud offering that delivers everything that small to mid-size contact centers need to provide exceptional customer experiences, including routing and IVR capabilities and the intuitive Angel Virtual Contact Center user experience. The Business Edition for mid- to large-size contact centers, which features all the functionality of an enterprise solution, can be run in the cloud, on-premise with a pre-configured appliance or in a hybrid cloud configuration. Genesys Enterprise Edition was designed 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-premise or in a hybrid cloud configuration.

According to Genesys, the editions extend best-in-class customer experience solutions to new market segments and represent the most comprehensive set of offerings for contact centers ever made available.

(source: http://www.cloudcontactcenterenterprise.com/topics/cloudcontactcenterenterprise/articles/360807-genesys-introduces-three-new-editions-its-contact-center.htm)