Genesys to Showcase Contact Center Industry’s Most Comprehensive Set of Cloud-based Solutions at the Government Technology Exhibition and Conference

OTTAWA, CANADA — October 28, 2014 — Genesys (www.genesys.com), a leading provider of multi-channel customer experience, self-service and contact center solutions, today announced the availability of the full range of the company’s cloud-based offerings throughout Canada. The suite of Genesys cloud contact center offerings represent the most comprehensive cloud solutions available in Canada and support a worldwide key business imperative for transformation of the customer experience across organizations of all sizes. Genesys will be demonstrating the cloud solutions during the Government Technology Exhibition and Conference taking place in Ottawa, Canada from October 27-30 at the Ottawa Convention Centre.

Fully Featured and Scalable Cloud Solutions

Genesys cloud offerings extend the company’s best-in-class customer experience solutions into new market segments via the cloud model as fully featured and scalable offers, easily tuned to the specific usability requirements and business needs of each customer. Implementing Genesys cloud provides a new opportunity for organizations, governments and enterprises to easily deploy a customer experience strategy that includes the broad and complete set of capabilities from Genesys such as multi-channel, speech analytics, assisted self-service and end-to-end analytics.

As part of the award-winning Genesys Customer Experience Platform, the cloud platform offers now available in Canada include the easy-to-deploy Genesys Premier Edition for small to mid-sized contact centers, the Genesys Business Edition for mid-sized contact centers and the Genesys Enterprise Edition for large contact centers.

Beyond the full edition suites are standalone cloud solutions based on the Genesys Customer Experience Platform including Self-Service, Proactive Customer Communications, Mobile Marketing and Workforce Optimization. These individual solutions help organizations deliver predictive, proactive and personalized customer service, sales and marketing experiences to their customers, members or employees, while efficiently scheduling, assigning and providing quality monitoring and training to the workforce.    

Innovation to Deliver a Connected Customer Experience

“These new cloud offers give organizations a comprehensive set of solutions to rapidly innovate their self-service and contact center applications to deliver a connected customer experience,” said Tom Breneol, Vice President, Canada for Genesys. "Being cloud-based, these solutions give organizations the business agility to quickly tune their customer experience strategies with while also mitigating operational risks and lowering capital expenditures.”

Genesys is demonstrating the cloud offers in booth 102 at the Government Technology Exhibition and Conference. During the event, the company will also provide an opportunity to see first hand demonstrations of additional Genesys solutions including Conversation Manager, Proactive Customer Communications, Workforce Optimization, and Enterprise Workload Management.

Notes to Editors:
 

Premier Edition for Small to Mid-Size Contact Centers

The Genesys Premier Edition is a pure cloud offering that delivers everything that small to mid-size contact centers need to provide exceptional customer experiences across self-service and human-assisted touchpoints. Built with world-class routing, IVR capabilities and an intuitive user experience, this edition is designed to be flexible, quick to deploy, and easy to use. Capabilities include:

  • Scale to 250 seats
  • Multi-channel support
  • Unlimited IVR ports
  • Intuitive and visual solution configuration
  • Proactive notifications and surveys
  • Business Intelligence Analytics
  • Workforce Optimization
  • Bundled Telco Services

Business Edition for Mid to Large-Size Contact Centers

The Business Edition is the most feature-rich and flexible customer experience solution ever offered for mid to large-size contact centers. With this edition, customers can choose to run their self-service applications and contact center in the cloud, on-premise with a pre-configured appliance or in a hybrid cloud configuration. The on-premise appliance comes in multiple configurations. Whether in the cloud or on-premise, the Genesys Business Edition deploys rapidly, is easy to use, and scales as contact centers grow. Capabilities include:

  • Scale up to 1,000 seats
  • Inbound and Outbound Multi-channel support
  • Voice, email, chat, mobile and advanced self-service channel support
  • Simplified and pre-configured routing options for rapid deployment
  • Real-time performance and operational monitoring and analysis
  • Proactive notifications and surveys
  • Business Intelligence Analytics
  • Workforce Optimization
  • Pre-integrated hardware appliances for on-premise deployments

Enterprise Edition for Large Contact Centers

Genesys Enterprise Edition is tailor-made for large organizations that require highly scalable and customized self-service and contact center solutions. With this edition, customers can choose to run their self-service applications and contact center in the cloud, on-premise or in a hybrid cloud configuration. Capabilities in addition to those in the Business Edition include:

  • Scale to unlimited seats
  • Cross-channel interaction management
  • Support for remote and branch office workers
  • Work item prioritization, routing & analytics
  • Customization and third party system and application integration

Mobile Marketing

Genesys Mobile Marketing allows businesses to slice through the noise of other media channels to engage consumers through a more responsive and effective medium. Genesys mobilizes existing marketing and social media efforts and is proven to help organizations build lifelong, profitable relationships with their clients. Capabilities include:

  •  Compliant Mobile Opt In and Preference Management
  •  Multi-channel (SMS, MMS, QR codes, mobile web, Passbook)
  •  Mobile Coupons & Cardless Loyalty Programs
  •  Mobile Polls, Trivia, and Gamification
  •  Location-based services (iBeacon)
  •  Worldwide SMS/MMS coverage

Proactive Customer Communications

Genesys Proactive Customer Communications delivers a powerful set of multi-channel outbound business solutions that drive positive outcomes for the organization in areas such as collections, sales and customer service. Customers are managed across their journeys allowing companies to take full advantage of historical, contextual and transactional data to ensure customer’s needs are being met even before the customer asks. Capabilities include:

  • On-demand service that scales to thousands of seats
  • Cross-channel (voice, SMS, email, mobile web) with blending and escalation
  • Predictive, preview or progressive dialing
  • Proactive notifications and surveys
  • CRM integration
  • Powerful compliance tools
  • Bundled Telco Services

Self-Service IVR

Genesys Self-Service IVR is a truly on-demand cloud IVR that offers organizations a more agile, secure, and cost-effective way to deliver a high-quality self-service customer experience (CX). Built on the world’s leading voice automation platform with a simple, intuitive user experience, organizations of all sizes now have a quick and painless path to migrate from inflexible premise- or cloud-based IVR platforms of the past. Capabilities include:

  • Intuitive, visual conversation flow builder
  • Multi-channel support
  • ARS and TTS in any language
  • Analytics
  • Personalization through data and CRM integration
  • PCI, HIPAA, SSAE-16, and ISO 27001 compliant
  • Bundled Telco Services

Workforce Optimization

Genesys Workforce Optimization can increase operational efficiency and improve employee engagement all while optimizing the customer experience. Capabilities include:

  • Speech & Text Analytics
  • Workforce Management
  • Quality Management and Coaching
  • Call Recording with Screen Capture

Availability

In Canada, Genesys works with partners including Bell Canada, Telus, IBM, Online Business Systems and dozens more. The Genesys Premier Edition is available for a 30-day Free Trial in Canada. Learn more and request your free trial.

About Genesys Canada

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797. In Canada, Genesys has more than 300 employees, with the majority of employees housed in three main offices located in Saint John, Markham and Toronto. Saint John is the company’s primary Customer Care site and Markham is the primary development site for Canada. Genesys works with numerous government entities in Canada, including the Ontario Lottery and Gaming Corporation, Public Works and Government Services Canada, the Canada Revenue Agency, the City of Edmonton, and many more.

PR Contact

Group SJR for Genesys
genesyspr@groupsjr.com