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Genesys Adds Features to Contact Center Solution

March 27, 2017

Enterprise Connect 2017 hosted the first day of its contact center showcase today, and industry leaders from around the world came together to showcase their latest innovations. Genesys was present and took advantage of the opportunity to showcase several new features aimed at further improving the customer experience: PureEngage, PureConnect, and PureCloud. Each of these features has unique functions designed to appeal to various types of businesses.

Genesys acquired Interactive Intelligence, a data analytics company, in the fourth quarter of last year, and clearly has been taking advantage of their capabilities when developing these new features. PureCloud is a cloud based collaborative system that allows customers all over the world to access the same data and information. PureConnect and PureEngage allow users to create tailor made engagement programs to better allow agents to connect with customers. The goal of Genesys with these new product offerings is to become more of a one stop shop for businesses to find all of their customer communication needs, rather than having to purchase a number of different solutions.

"Genesys is returning to Enterprise Connect this year as a much larger company with a broader product portfolio. One thing that hasn't changed is our laser focus on powering the world's best customer experiences," said Merijn te Booij, chief marketing officer at Genesys. "We're able to address the entire customer lifecycle, from marketing to sales to service, for small organizations as well as global brands with tens of thousands of users. We're excited to show our continued commitment to our PureConnect solution. We've added capabilities that we know will make PureConnect even easier to use and support even greater agent efficiency."

The fact that Genesys has focused so much on the cloud (with its acquisition of Interactive Intelligence and focus on developing these new product features) is emblematic of the current state of contact centers. Developers are focusing much more both on the cloud and data analytics in order to give their customers everything they need to engage with customers and better understand those engagements. Genesys is just one example of a number of innovations being displayed at Enterprise Connect. 

Edited by Maurice Nagle