Genesys helps nearly 250 companies worldwide ditch legacy contact centre solutions

SYDNEY, Nov. 8, 2017 /PRNewswire-AsiaNet/ --

-- Companies of all sizes abandon legacy systems from Avaya, Cisco and other 
vendors to achieve digital transformation with the Genesys Customer Experience 

Genesys(R) (, the global leader in omnichannel 
customer experience ( ) 
and contact centre solutions 
( ), today 
announced nearly 250 companies in 2017 are replacing legacy contact centre 
systems from Avaya, Cisco and others for the Genesys Customer Experience 
Platform ( ).

Logo - 

Leading global brands from all market segments and verticals have selected 
Genesys to help them meet today's customer demand for efficient, 
hyper-personalised service across every channel, day and night. The companies 
now turning to Genesys include: Fraser Health, Lufthansa, Pentafon, Rapid 
Financial Solutions, Transat and many more, including a multinational beverage 
corporation, a U.S.-based consumer banking giant, and a financial services 
company for the automotive industry. Since the beginning of the year, 60 
percent of these migrations have been Avaya replacements, while the remaining 
40 percent are from a combination of legacy providers. 

This fast growth in legacy migrations is the result of increased demand from 
customers for omnichannel solutions 
( ) and 
recent shifts in the industry landscape. According to Gartner, "The market for 
contact centre infrastructure (CCI) is mature, yet still evolving. Application 
leaders responsible for contact centres and customer service are increasingly 
looking to replace traditional premises-based telephony-only 'call centres' or 
multichannel 'contact centres' based on siloed communication channels with 
newer, more tightly integrated systems that can support persistent seamless 
contextual transition between engagement channels -- often referred to as 
'omnichannel engagement.'" (1)

"Organisations are increasingly turning to us for our expertise and proven 
solutions for digitally-connected omnichannel customer experience 
( )," said Tom 
Eggemeier, president of Genesys. "As the only company recognised as a leader in 
both on-premises(2) and cloud(3) Gartner Contact Center Magic Quadrants, we are 
uniquely up for the challenge. Genesys is well-positioned to help make 
interactions between consumers and businesses the most seamless, frictionless 
experiences yet."

Genesys solutions enable true and complete omnichannel capabilities to connect 
the entire customer journey from marketing to sales to service. In addition, 
Genesys provides a seamless migration path from on-premises to the cloud for 
organisations looking to modernise and expand their contact centre capabilities 
with a scalable, agile and secure cloud-based solution 
( ). Legacy migrations this year have 
spanned all Genesys platform offerings, both on-premises and cloud, including 
Genesys PureCloud(TM), PureConnect(TM) and PureEngage(TM). These migrations 
range in size with 40 percent consisting of between 500 to 5,000 seats.

Nearly 45 percent of the wins have started and closed this year, resulting in a 
significantly shortened sales cycle for Genesys. The sales cycles for its 
enterprise/commercial offerings, PureEngage and PureConnect, have reduced from 
an average of 18 months to just six.

"The changing contact centre landscape forces organisations to think 
strategically about the technology they need to support today's customer," 
commented Mary Wardley, program vice president, IDC. "The approach Genesys is 
taking goes beyond a rip-and-replace mentality. Instead, the company is focused 
on a higher order mission: empowering organisations to leverage cutting-edge 
technology to become customer experience leaders themselves."

Genesys has accomplished this impressive market traction in replacing legacy 
systems through its innovative PureBridge 
( ) methodology, which works to 
educate companies on the importance of migrating to a next-generation customer 
experience offering and introduces the steps with an "All-in-One, but Not All 
at Once" approach. The program's benefits and success stories will be presented 
on Nov. 15-16 in a free 60-minute webinar, How a Contact Centre Modernisation 
Strategy Bridges Troubled Waters of Legacy Systems ( 
), featuring Melanie Turek, vice president of research at Frost & Sullivan.

The PureBridge program offers multiple assessment tools for businesses and 
individuals. For example, over 600 people have completed a CX maturity 
assessment since its launch in late July. In addition, over 12,000 people have 
already tested their customer experience expertise with a quiz assessing their 
understanding of today's consumers expectations for customer service. Lastly, 
more than 1,200 people have also completed a free CX Professional Accreditation 
Course which provides business and technical users online training designed to 
help them lead a seamless transition to a new solution. 

Businesses can also benefit with customised workshops led by Genesys to help 
them create their migration roadmap and flexible professional services packages 
specifically designed for enterprise, commercial and mid-market sectors to 
ensure a smooth, efficient process.

(1) Gartner "Hype Cycle for Contact Center Infrastructure" by Drew Kraus. July 
28, 2017.
(2) Gartner "Magic Quadrant for Contact Center as a Service, North America" by 
Drew Kraus, Steve Blood, Daniel O'Connell, October 18, 2017.
(3) Gartner, "Magic Quadrant for Contact Center Infrastructure, Worldwide," 
Drew Kraus, Steve Blood, May 16, 2017.

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 
( ).


Sian Jenkins
Marketing Director, ANZ Field Marketing
+65 8647 3151

Belinda Truong
H+K Strategies for Genesys  
+61 2 9286 1443
SOURCE:  Genesys