To compete in today’s challenging economic environment, winning Customer Experience mindshare is more important than ever. Today’s consumers are impatient, cross-channel shifting, mobile connected, and ‘always-on.’ They have high expectations and will often select the companies they chose to do business with based on the customer experience solutions they deliver. Enterprises have reacted with new processes and tools, but have struggled to keep up with this rapidly changing environment. Customer Experience leaders are learning that they must compete with speed and agility and increasingly look to the Cloud as an essential transformation tool. The market now reflects this new reality. Frost & Sullivan predicts that Cloud-based contact center revenues are likely to exceed on-premises solutions by 2014.
Genesys is a leader in cloud-based contact centers with over $135 million in Cloud revenue. Today we are announcing a definitive agreement to acquire Echopass—also a leader in the Cloud contact center market and a long time Genesys partner. With Echopass, we now provide an even more extensive set of Cloud offerings, with specific solutions tailored to the large, midsize and the small customer. At Genesys we serve hundreds of inbound and outbound applications including workforce optimization, web engagement, mobile and social media, payment, notifications, customer service, mobile marketing and more. With these Cloud offerings, the traditional ties that bind contact center innovation to premise-based deployments are broken, and a new era of customer engagement solutions is unlocked.
It is an exciting time for customer service and an exciting time for Genesys. Genesys is dedicated to helping great businesses drive great customer experiences and to embracing the positive disruption that Cloud offers to deliver on that commitment.
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