Genesys unveils multicloud architecture for contact centers

Genesys, a cloud customer experience and contact center solution provider, has announced a native multicloud architecture. This has new levels of flexibility, agility and choice, so organisations can build a rich multivendor ecosystem and tailor their infrastructure, deployment and management models to fit their business. This helps enterprises build contact centers that are resilient, portable and scalable.

Genesys Engage customers can also adopt cloud-delivered innovations, resulting in a more personalised service. 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.

Barry O’Sullivan, executive vice president and general manager for Genesys Multicloud Solution, explained, “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 center technology and infrastructure so they can deliver unique experiences for every customer.”

The newly containerised architecture of Genesys Engage has been built using open standards. This means customers can 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 company says that organisations using Genesys Engage can also access the artificial intelligence powered capabilities of Genesys Cloud, such as Predictive Engagement and Workforce Engagement Management, as a completely integrated solution.

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Charlotte Hathway

Charlotte is the editor of Comms Business and writes content that looks to inform and educate the Channel about the latest technology and business developments across the industry. Prior to her current role, she wrote for other MA Business titles New Electronics, Land Mobile and Critical Communications Today. Before moving into journalism, she spent five years working in public relations and has worked with various technology companies spanning telecommunications, cyber security and software development.

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