Paul’s Message – January 2018
In business, every new year shines on a light on the next 12 months. It feels like a sort of new starting line. And yet, everything “new” Genesys is doing in 2018 builds on our work in 2017.
Last year, we introduced and delivered solutions that make it easier for you to meet rising customer expectations—think Blended AI and Kate, and our new investments in PureConnect. But we also recognize the importance of making Genesys easier to work with in designing and deploying our customer experience solutions.
To that end, we’re launching the first phase of a three-step path for simpler, more flexible and higher value experiences. Here’s a brief overview of the components:
1 – It starts with prescriptive use cases that drive specific business outcomes. They’re simple, repeatable and predictable for less risk and faster time to value. Genesys helps you visualize what’s possible for meeting business goals, and identify areas for incremental benefits along a personalized business roadmap.
2 – PureSuccess is a new set of tailored services and support options that build on use cases. Working with a Genesys Advisor, PureSuccess gives you more flexibility and choice in your level of engagement with Genesys. For example, you may want Genesys dedicated experts to drive your customer success initiatives, or less engagement with only Genesys tools supplied.
3 – Subscription pricing will be a major transformation for PureConnect and PureEngage customers. It reduces up-front costs with greater flexibility to scale up your capacity on a temporary basis and remix products when business needs change. With simpler licensing and greater transparency, you can expect to use our software and services quicker.
What’s the Driver for this Path Forward?
We listened to your feedback and it aligned with market trends, that is, the need for flexibility to support today’s dynamic businesses. For many, it will be a stepping stone that eases migration to the cloud.
In the coming months, we’ll share a lot more details in blogs, through your Genesys sales reps, and announcements. Later this year, we’ll also announce a migration path for existing customers. In the meantime, check in with Genesys often, where there’s always something new and improved on the horizon.