News : Genesys Enhances Partner Activity in Australia and New Zealand
Sydney, Australia, April 18, 2016 -- Contact centre solutions provider, Genesys, has outlined key areas it will be focusing on in the next few months after recognising its heavy reliance on the channel.
The vendor revealed plans to expand into the mid-market, offer dedicated marketing support tools, partner enablement and hire more staff.
Genesys A/NZ channel director, Vaughan Webster, estimates about 90 per cent of its revenue is fulfilled through its channel partners and the majority of its business has stemmed from the enterprise space, but it sees plenty of opportunity in the mid-market.
To help tackle this part of the market, the vendor signed Generation-e as its mid-market partner last year.
"We’ve got a vast array of customers that we traditionally haven’t touched because we’re focused on the enterprise space, but they still have complex needs without the significant budget that some of the large organisations have," Webster said. "We’re addressing that through a couple of new means through appointing new partners and through our product portfolio."
In the second half of this year, the vendor will unleash its partner enablement program that will provide tools for partners on sales, presales and technical support.
It has also enhanced its partner portal with new tools to help partners benchmark their business performance, access training material, deal registration, pricing information, and so on. The vendor will also be providing partners with dedicated marketing support such as lead nurturing, email marketing, social media content and web content syndication.
In addition to this, Genesys is also expanding its account executive network to help service local partners and customers.
"We’re also recruiting in Canberra to complement the existing team, and to ensure we have dedicated representatives to support our partners and customers," he said.
Posted by Veronica Silva Cusi, news correspondent
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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: Tuesday, April 19, 2016