Genesys unveils industry’s first true multicloud architecture for contact centres

Genesys, a global leader in cloud customer experience and contact centre solutions, has announced the industry’s first native multi cloud architecture.

With new levels of flexibility, agility and choice, it’s now simpler for organisations to build a rich multi vendor ecosystem and tailor their infrastructure, deployment and management models to fit their business. This gives enterprises the resiliency, portability and scalability they need to future proof their contact centres.

A Broad multi vendor ecosystem of leading cloud platforms, technology providers and system integrator resellers gives enterprises greater control and flexibility, Multi Cloud thrives to give organisations ultimate control .

Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in more personalised service that drives customer engagement and loyalty. In addition, organisations can benefit from the ability to transition to the cloud while preserving existing technology investments and complying with rigorous data and security requirements.

“For decades, businesses had to choose between a suite of applications from a single vendor or siloed best-of-breed systems, resulting in an administrative nightmare, high costs and inconsistent customer experiences. With our multicloud architecture, we’re partnering with our customers to overcome this challenge. We’re giving enterprises the ultimate freedom to customize and future-proof their contact centre technology and infrastructure so they can deliver unique experiences for every customer”. Said Barry O’Sullivan, executive vice president and general manager, Genesys Multicloud Solution.

The newly containerised architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud™ or third-party providers. For example, with Genesys Engage, Fiat Chrysler Automobiles benefits from a single platform to support a diverse set of applications, cloud deployment models and vendors across their global enterprise. In addition, the multicloud architecture makes it possible for organisations to run Genesys Engage in the private cloud of their choice, including leading Infrastructure-as-a-Service providers, Amazon Web Services (AWS), Google Cloud and Microsoft Azure.

The multicloud approach also allows every Genesys Engage customer, both cloud and on-premises, to consume innovation with speed and ease regardless of their deployment model. For instance, it enables organisations using Genesys Engage to access the artificial intelligence powered capabilities of Genesys Cloud, such as Predictive Engagement and Workforce Engagement Management, as a completely integrated solution.

“For most global enterprises, running their business in the cloud with one provider isn’t realistic. Multicloud is the way forward, and Genesys is giving our customers the kind of versatility they need to build the cloud environment that best suits their requirements, while optimising their contact centre investment”. According to Robert Allman, Global senior vice president, Customer Experience at NTT LTD.