News : Frost & Sullivan Recognizes Genesys Growth Strategy
#contactcenterworld, @Frost_Sullivan, @Genesys
Mountain View, California, August 13, 2014 -- Based on its recent analysis of the cloud customer contact solutions market, Frost & Sullivan recognizes Genesys with the 2014 North American Frost & Sullivan Company of the Year Award for Cloud Customer Contact Solutions. Frost & Sullivan believes the Genesys platform packaging strategy, coupled with several strategic acquisitions, has helped to significantly increase its installed base of cloud customers. Genesys embarked on this portfolio growth strategy in 2012, and with aggressive product development and a complementary pattern of acquisitions, augmented a different aspect of its cloud portfolio.
In Q1 2013, Genesys made three strategic acquisitions—Utopy, Angel and SoundBite. Utopy brought speech and text analytics and missing components to the Genesys Workforce Optimization suite; Angel added hosted self-service, along with a rich development environment; and SoundBite brought cloud-based outbound notification capabilities. Furthermore, in Q4 2013, Genesys acquired Echopass, an established provider in mid- to large cloud contact center solutions.
"Genesys's growth strategy resulted in flexible deployment options wherein customers could stay on-premise, deploy in the cloud, or use a hybrid model, moving between cloud and premise as needed," said Frost & Sullivan Principal Analyst, Nancy Jamison. "The company also designed packages that are attractive to the small- and mid-sized market as well as the larger enterprise."
"The sales pipeline for cloud continued to grow exponentially in 2013 due to the company's go-to-market strategy; this included the addition of new go-to-market partners, sales tools, professional services packages, easy add-ons and free trials," noted Ms. Jamison. "With this new focus and a solid suite of cloud offerings, Frost & Sullivan expects Genesys to continue to grow and become a cloud contact center market leader in 2014."
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy and implementation. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.
#contactcenterworld, @Frost_Sullivan, @Genesys
Posted by Veronica Silva Cusi, news correspondent
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About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Thursday, August 14, 2014
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