Tom’s Message – October 2017
New investments in PureConnect add strength to our long-term strategy for PureEngage, PureCloud and the Genesys Customer Experience Platform.
Like any successful business, we look at investments in our solutions from multiple perspectives, in particular, long-term value to our customers. Not all ideas make the cut, but the best ones do. That brings us to PureConnect and how we’re ramping up our investment.
Before Genesys acquired Interactive Intelligence, many of you built your communication and customer engagement infrastructure on the Customer Interaction Center (CIC) and CaaS platform. Considering our investment in the rebranded PureConnect, I think you made a wise choice.
Why we’re investing more in PureConnect
Our PureConnect premise customers like its low total cost of ownership and its capabilities for quick expansion without increasing footprint or professional services.
For cloud, it’s a different story. Not every business is ready to trust a public cloud model or receive continuous updates that are common in multi-tenant cloud models. This is the unique differentiator of PureConnect that customers like: All the benefits of the cloud, but with more options for customization of the solution, as well as its deployment and servicing.
For these reasons and more, investing in PureConnect makes sense.
Where is the PureConnect investment going?
First, there is the technical brainpower. We currently have more than 200 developers dedicated to PureConnect. In addition, we’re creating new capabilities for PureEngage and PureCloud, and going forward, those innovations will be part of PureConnect. Our three-year roadmap also details the big role PureConnect plays in the Genesys Customer Experience Platform.
We’re also exploring a tier-less support model for PureConnect that we believe will improve your experience when you’re interacting with Genesys.
Next up for PureConnect
Our goal is straightforward: Give customers a cost-effective solution for offering better customer experience, agent productivity and business outcomes. To that end, there’s a new release of PureConnect coming soon, with details that will be communicated through blogs, webinars, emails—and through the Genesys Customer Success team.
There’s also an upcoming webinar with a live demo of PureConnect. You’ll hear directly from the PureConnect Product Management team on big improvements that are in the works.
Stay tuned for what promises to be a great new year for PureConnect!