{"id":227284,"date":"2020-03-03T02:56:13","date_gmt":"2020-03-03T10:56:13","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=227284"},"modified":"2020-07-30T13:57:20","modified_gmt":"2020-07-30T20:57:20","slug":"genesys-cloud-the-way-forward-it-is","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-cloud-the-way-forward-it-is","title":{"rendered":"Genesys Cloud: The Way Forward, It Is"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Long before cloud was on the tip of every IT and business leaders\u2019 tongues, it was the backdrop for the second film of the classic \u201cStar Wars\u201d trilogy, \u201cThe Empire Strikes Back.\u201d I\u2019m not referring to the cloud as we know it today, of course, but Cloud City, the \u201cmetropolis of sophisticated beauty and political freedom,\u201d perched on the planet Bespin<\/a>.<\/p>\n

Cloud City, the place where Han Solo was encased in carbonite, was known as \u201ca sanctuary for those trying to escape the turmoil gripping the galaxy.\u201d And, it has far more parallels to today\u2019s customer experience climate than one might think. Just consider the intricacies and challenges for customer experience leaders every day. An ever-growing list of channels to manage, connecting multiple systems in use, harnessing an inordinate amount of data to deliver more personalised service, to name just a few.<\/p>\n

Today, the cloud serves as the sanctuary to provide organisations with the freedom to deliver experiences so good they exist in our<\/u> galaxy \u2014 not one that\u2019s far, far away. While plenty of organisations already have moved to the cloud, an increasing number are still carefully considering how the shift will support their credo to provide better customer experiences.<\/p>\n

We\u2019re at a point where it\u2019s no longer a question of if<\/em> organisations will make the jump to the cloud, but when<\/em>. Trends across our own customer base show that the time is now for many businesses. In fact, nearly 70% of new customers chose a cloud solution from Genesys last year.<\/p>\n

Which leads us to the next chapter in the Genesys story.<\/p>\n

PureCloud Is Now Genesys Cloud<\/strong><\/p>\n

While Genesys has been a leading provider of on-premises contact centre solutions throughout our nearly 30-year history, we\u2019ve undergone a transformation. Today, we have emerged as the world\u2019s leading public cloud contact centre provider.<\/p>\n

To better reflect who we are as a company and how we\u2019re helping our customers, we have changed the name of our flagship software as a service (SaaS) offering from the PureCloud application\u00ae to Genesys Cloud<\/strong><\/a>\u2122<\/strong>.<\/p>\n

This isn\u2019t just a name change though. It publicly reflects the way we\u2019ve been innovating and going to market for quite some time. As a cloud company, we\u2019re creating and delivering all our new innovations in Genesys Cloud \u2014 and then making them available to Genesys Multicloud CX (formerly PureEngage) and PureConnect customers. This enables all<\/em> of our customers \u2014 those using cloud, on-premises and hybrid solutions \u2014 to adopt new Genesys technologies faster.<\/p>\n

Genesys Cloud is more than just another SaaS offering; it\u2019s both an all-in-one solution and an innovative development platform. Like Cloud City, Genesys Cloud gives its customers freedom and sophistication. With its open APIs, immense scalability and reliability, Genesys Cloud is the world\u2019s leading public cloud contact centre platform helping organisations of all sizes across the globe provide better experiences to their customers and employees.<\/p>\n

Introducing Experience as a Service<\/strong><\/p>\n

At the same time, we\u2019re launching Experience as a ServiceSM<\/sup> powered by Genesys Cloud<\/a>, which enables organisations to achieve true personalisation at scale.<\/p>\n

We all know the notion of personalised service is not a new concept. However, I would argue very few businesses get it right. While plenty of organisations are good at targeting personas or market segments, few deliver truly memorable, one-of-a-kind customer interactions through personalisation. The challenge lies in effectively analysing the copious amounts of data that omnichannel interactions create. When organisations leverage the cloud and artificial intelligence (AI), they can provide the level of personalisation consumers demand \u2014 that\u2019s what we enable with Genesys Cloud.<\/p>\n

The Force Is With Us<\/strong><\/p>\n

Delivering Experience as a Service and getting personalisation right is bigger than Genesys alone. It takes a cohesive ecosystem of partners. To that end, we\u2019re focused on strengthening strong strategic alliances with the most forward-thinking technology providers in the world, including Amazon Web Services, Google Cloud, Microsoft, Salesforce, Zoom Video Communications and more. Together, we\u2019re making it easier for organisations to integrate solutions and connect data between disparate systems to link every step of their customers\u2019 journeys.<\/p>\n

We\u2019re also putting additional focus on our partner network, working more closely than ever with companies, like Accenture, Avtex, Cognizant, ConvergeOne, NTT and Orange Business Services, to ensure our customers have the right support in place to execute on their cloud strategies. Finally, to help organisations extend the Genesys Cloud platform with seamless access to cutting-edge applications, integrations and services, we continue to grow the AppFoundry with innovative companies like eMite, Mobile Office and Softphone.<\/p>\n

2020: Building on the Foundation <\/strong><\/p>\n

As I look back on the many conversations I\u2019ve had with customers, partners and employees since joining Genesys<\/a>, one thing stands out: All businesses are looking for the same thing. They all want to reach customers in the right<\/strong> way \u2014 addressing their every need with empathy so each experience feels unique. Through Experience as a Service, we\u2019re the best-positioned company in the industry to make it a reality.<\/p>\n

When I look to 2020, I\u2019m particularly excited because I know Genesys already has the foundational elements to help businesses deliver personalisation in the right way \u2014 with Genesys Cloud<\/a>, Genesys AI<\/a> and our AI orchestration<\/a>. We have the expertise, relationships, innovation and the right team.<\/p>\n

And just as Lando Calrissian, the legendary Rebellion general, says, \u201cYou truly belong here with us among the clouds.\u201d[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Long before cloud was on the tip of every IT and business leaders\u2019 tongues, it was the backdrop for the second film of the classic \u201cStar Wars\u201d trilogy, \u201cThe Empire Strikes Back.\u201d I\u2019m not referring to the cloud as we know it today, of course, but Cloud City, the \u201cmetropolis of sophisticated beauty and […]<\/p>\n","protected":false},"author":695,"featured_media":217340,"template":"","tax_priority":[],"tax_blogtype":[17761],"tax_blogcategory":[15939,13125,13232,13571],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-227284","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-executives-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-cloud-en-gb","tax_blogcategory-digital-en-gb","tax_blogcategory-workforce-engagement-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/227284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/695"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/227284\/revisions"}],"predecessor-version":[{"id":330833,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/227284\/revisions\/330833"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/217340"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=227284"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=227284"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=227284"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=227284"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=227284"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=227284"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=227284"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=227284"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=227284"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=227284"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=227284"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=227284"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=227284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}