Customer Evolution Isn’t Easy: Why Some Companies Flourish

Competition is a good thing. At Genesys, we have always welcomed the challenge posed by our competitors as we all push towards greater innovation. Several years ago, though, we recognized the danger signs that some of our competitors were late or unable to address — the traditional call center was undergoing a massive digital transformation fueled by new customer behaviors and expectations.

To manage this transformation successfully, Genesys had to evolve beyond its traditional identity as a provider of powerful contact center technologies and tools. We knew that legacy contact center infrastructure simply cannot support the emerging omnichannel engagement that consumers now use to communicate. Legacy infrastructure creates integration nightmares and a failure to deliver better business outcomes. Our customers need to be able to capture context and enable multimodal conversations combining voice, video, text, and other emerging digital channels into one effortless experience.

Today, companies are migrating at an ever-quickening pace from traditional and siloed contact center infrastructure to more broadly applicable customer engagement platforms. The most successful enterprises deliver omnichannel customer experiences using one engagement platform from a single vendor. Capabilities are fully and natively integrated for both voice and digital channels, workforce optimization, routing, reporting and analytics.

At Genesys, we embrace evolution and strive to be agile in our adoption of new technologies and business processes that best support our customers as they too face the challenges of this dynamic and digitally savvy world. Our platform must serve and anticipate the engagement needs of our customers’ customers across all communication channels with rich features and functionality.

Most recently, to accelerate innovation and to enable businesses of all sizes to deliver exceptional service at scale over any channel, we combined with Interactive Intelligence in a deal valued at $1.4 billion. This acquisition created a more powerful Genesys serving customers in adjacent market segments with even more innovative omnichannel solutions across complementary product portfolios.

Today, we’re immensely proud that Genesys possesses over 1,000 patents and the best customer experience technology portfolio in the industry. We serve more than 10,000 customers of all sizes and every level of sophistication across a range of industries in more than 100 countries around the world. With three complementary product offerings (PureCloud by Genesys, PureConnect, and PureEngage) targeted at different buyers and market segments, we support over 25 billion customer interactions each year both in the cloud and on-premise. We have offices in 45 countries, with more than 5,000 employees, and more than 1,000 members of the largest partner ecosystem of experienced customer engagement professionals in the world.

In this fast-changing world, the customer experience market offers tremendous opportunities for those with both the acumen and resources to innovate. Our financial security and double-digit revenue growth, combined with a skilled and stable workforce ensure we continue our 25-year track record of delivering premier solutions that address a market in motion. We are fully committed to being the customer experience icon for a new generation.

Genesys has embraced evolution. We’ll continue to thrive as the trusted leader in customer experience technology long into the future. While others may dabble in it, customer experience is all we do – and we’re betting our future on it. That is why Genesys will flourish.

If you want to take your customer experience to the next level or just want more information on our solutions, please reach out to your Genesys representative, or contact us here.