Genesys Unveils Industry's First True Multicloud Architecture for Contact Centers
With new levels of flexibility, agility and choice, it's now simpler for organizations to build a rich multivendor ecosystem and tailor their infrastructure, deployment and management models to fit their business. This gives enterprises the resiliency, portability and scalability they need to future proof their contact centers.
Multicloud gives organizations ultimate control
Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in more personalized service that drives customer engagement and loyalty. In addition, organizations can benefit from the ability to transition to the cloud while preserving existing technology investments and complying with rigorous data and security requirements.
The newly containerized architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud™ or third-party providers. For example, with Genesys Engage, Fiat Chrysler Automobiles benefits from a single platform to support a diverse set of applications, cloud deployment models and vendors across their global enterprise. In addition, the multicloud architecture makes it possible for organizations to run Genesys Engage in the private cloud of their choice, including leading Infrastructure-as-a-Service providers, Amazon Web Services (AWS), Google Cloud and Microsoft Azure.
The multicloud approach also allows every Genesys Engage customer, both cloud and on-premises, to consume innovation with speed and ease regardless of their deployment model. For instance, it enables organizations using Genesys Engage to access the artificial intelligence powered capabilities of Genesys Cloud, such as Predictive Engagement and Workforce Engagement Management, as a completely integrated solution.
Multicloud ecosystem support drives big benefits
In addition, cloud customers can decide how Genesys Engage is operated – independently, by Genesys or managed by a partner such as Accenture, Aria Solutions, Avtex, BT, Cognizant, ConvergeOne, Infosys, NTT LTD or Orange Business Services. Further, organizations can move their software applications between different clouds or utilize multiple providers to address varying geographic needs and data sovereignty requirements.
Enterprises using Genesys Engage benefit from its open architecture, which enables them to avoid vendor lock-in. They can also easily extend their core contact center solution by integrating existing applications from many providers, like AWS, Google Cloud, Microsoft, Nuance and Calabrio to name a few. This offers organizations more options to support a range of solutions, including voice and chatbots, workforce engagement management, voice and speech recognition and more.
Commenting on Genesys multicloud architecture:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the?world's leading public cloud contact center platform,?designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
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