PureCloud by Genesys Races Past 1 Million Interactions Daily

SYDNEY, Australia, Aug. 3, 2017/PRNewswire-AsiaNet/--

-- Adoption of hosted/cloud contact centre solution exceeds Frost & Sullivan 
industry predictions 

Genesys(R) (, the global leader in omnichannel customer 
experience ( )  and 
contact centre solutions 
continues to experience explosive customer adoption and platform growth with 
PureCloud by Genesys(TM) (, a cloud-based 
customer engagement and employee collaboration offering.

Logo - 

Analyst firm Frost & Sullivan forecasts that hosted/cloud contact centre 
solutions will increase from 24 per cent of the total seats base in 2015 to 40 
per cent by 2020.(1) Genesys is exceeding this pace by adding more than 500 
PureCloud customers in the last 12 months alone — nearly half of which are 
located outside of North America. Moreover, there has been a 300 per cent 
increase in customer usage in the first half of 2017.

PureCloud is also infusing its partner channel 
( new revenue 
opportunities. The solution’s partner base has expanded by 43 per cent so far 
in 2017, resulting in a 72 per cent increase in customers gained via the 

Since last year, PureCloud's accelerated momentum has gained industry 
recognition. According to principal analyst for Frost & Sullivan Nancy Jamison, 
"PureCloud by Genesys earned our 2016 Growth Excellence Leadership Award for 
Cloud Customer Contact Applications because of its industry-leading growth in 
the cloud contact centre applications market, competitive and feature rich 
capabilities, and excellent customer support."

Today, the solution handles more than 1 million interactions per day across 
phone, email, chat and social channels to seamlessly and securely support the 
customer journeys for hundreds of companies across the world, including Al 
Romansiah (, Deakin University 
(, Feros Care (,

Gestcom ( 
), Grupo Monge (, MyBudget 
(, Quicken Inc. (  ), Rose-Hulman Institute 
of Technology ( and Smollan 
(, among many others. 
New, simplified application bundles also mean customers can add digital 
channels at no additional cost – allowing them to grow seamlessly from dozens 
to hundreds of agents in a software-as-a-service (SaaS) model.

To support this expansive global growth, PureCloud offers user interfaces in 15 
languages, more than any other SaaS customer experience cloud provider in the 
market. Furthermore, over 63 million customer API calls are processed per month 
on the solution, revealing an appetite and willingness by IT professionals and 
partners to move from SaaS to platform-as-a-service (PaaS) providers.

In addition to deploying the solution’s customer engagement functionality, 
nearly one-third of customers add PureCloud Communicate ( ), which 
uniquely and natively combines traditional IP PBX (private branch exchange) 
functionality with employee collaboration tools like video conferencing, screen 
sharing, dynamic team chat, rich employee profiles and document management.

"PureCloud is quite simply the fastest growing customer experience solution on 
the planet! Market traction has far exceeded industry predictions with active 
users climbing to the same level as our first-generation cloud solution – but 
in less than half the time," said Brian Bischoff, senior vice president for 
PureCloud by Genesys. "And, we’ve upped our customer success model by doubling 
our Care Team for global 24-hour coverage and making new deployments even 
faster, with an average deployment taking less than 40 days."

PureCloud has also demonstrated strong momentum in its roll-out of new features 
and functionality, with nearly 160 major enhancements released in the last 
year. Some recent highlights include:

    --Co-browsing with Chat/Screen Share with Voice and Chat Added: Natively
    built in from the same all in-one application, these capabilities enable
    a deeper and more efficient way for companies to support digital
    omnichannel customer experiences ( ).

    --Client Integrations Strengthened: Includes media channels and data dip
    capabilities and offers cloud to-cloud direct connections, ultimately
    providing a more secure and seamless experience for customers integrating
    PureCloud with customer relationship management systems (CRM)
   ( and other back-end

    --Security/Compliance Achievements: Obsessively focused on data
    confidentiality, integrity, availability and privacy, PureCloud adheres
    to the most stringent industry certifications ( ), such as 
    the Health Insurance Portability and Accountability Act (HIPAA) and PCI
    DSS Service Provider Level 1. Genesys regularly adds security-minded
    enhancements, such as Secure Pause in its call recording feature, to
    ensure PureCloud is the most secure cloud solution available.

Launched globally in 2015, PureCloud ( is 
a unified, all-in-one customer engagement and employee collaboration solution 
that is easy to use and quick to deploy. A true cloud offering based on 
microservice architecture, PureCloud is flexible, open, feature-rich, and built 
for rapid innovation, providing organisations with a future-proof solution for 
quickly scaling to meet customer growth.

(1) "Growth Opportunities in the Hosted/Cloud Contact Centre Market" Report 
K0B8-76, Page 12, by Global Digital Transformation Team at Frost & Sullivan, 
December 2016.

About Genesys

Genesys(R) powers more than 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 more than 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 because they perform equally well across channels, on-premise and in 
the cloud. Experience communication as it should be: fluid, instinctive and 
profoundly empowering. Visit ( on 
Twitter (, Facebook 
(, YouTube (, 
LinkedIn ( and the Genesys blog 

Renee Byatt 
+61 401988474

Sarah Einig
H+K Strategies for Genesys  
+61 421582268

SOURCE: Genesys