Genesys Launches the Future of Digital Customer Engagement

As Genesys brings to close an extraordinary year in which we’ve grown new bookings more than 40% in every quarter, we’re firmly planting a stake in the ground for the future by creating Genesys Digital. Industry veteran Barry O’Sullivan will lead this new business unit.

Genesys Digital will enable companies to address the latest technology trends as well as consumers’ ever-changing needs in the digital landscape. Consumers’ lives are increasingly digital, blurring the lines between marketing, sales and service for brands. Businesses recognize the strategic benefit to better orchestrate every consumer touchpoint. This new business unit will assist companies in keeping pace with shifting consumer preferences for digital engagement across the customer journey — whether they’re using web chat for an inquiry, scheduling an appointment via text or receiving care from a chatbot.

Genesys is already seeing this shift in its business, with digital interactions growing more than 300% year-over-year. Approximately 15% of Genesys Cloud™ customers are now digital first. In addition, many of the company’s largest enterprise customers using Genesys Multicloud are experiencing a shift to digital with increasing volumes of chat sessions over phone calls. IDC predicts that by 2021, 65% of organizations will have shifted to digital-first through automated operations and contactless experiences, as physical interactions become a service of the past.

We’re broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience. This will allow them to connect with today’s consumers in the channel (digital or voice) they prefer. The channel won’t define the future of customer engagement; the consumer’s experience of initiating contact with that brand will be the defining moment.

Genesys Digital will deliver digital-based, artificial intelligence (AI)-driven innovations that can be deployed independently or consumed with our company’s product suite. And, with the creation of this new business unit, three industry disruptors and experienced executives will lead our product portfolio.

  • Barry O’Sullivan is EVP and GM, Digital and AI, leading the Digital business unit. Barry assumes this new role after driving growth and innovation with Genesys Multicloud, the majority of our business. Prior to Genesys, Barry was CEO and Founder of Altocloud, a cloud AI company that Genesys acquired in 2018, and GM of the Collaboration business at Cisco Systems.
  • John Hernandez is promoted to EVP and GM, Multicloud Solutions. Several months ago, as SVP of the Genesys Multicloud CXTM solution, John spearheaded the launch of an industry first with Genesys Multicloud Architecture. Prior to joining Genesys in 2020, he was CEO of Selligent, a cloud marketing platform, and Chief Operating Officer (COO) of the Salesforce multi-billion-dollar Service Cloud business.
  • Olivier Jouve continues to lead Genesys Cloud as EVP and GM. He’ll work closely with Barry O’Sullivan to advance the company’s digital innovations, building on Genesys Cloud’s track record of triple digit year-on-year growth for the last three years in a row.

Despite the challenging environment, 2020 has been a record-setting year for Genesys. We have captured market share by acquiring hundreds of new customers, expanding deal sizes, increasing cloud migrations and continuing to support our existing customers. We’ve increased our presence and growth through our alliances with enterprise technology leaders, including Adobe, Amazon Web Services, Google, Microsoft, and Zoom. And we’re proud of the recognition we’ve received for our cloud market leadership from firms, including ForresterFrost & Sullivan and OMDIA.

We’re ready for 2021!