News : Frost & Sullivan Recognizes Genesys Growth Strategy
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.
Posted by Veronica Silva Cusi, news correspondent
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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 is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Thursday, August 14, 2014