Genesys and Moats?
This post was written by Jason Alley, lead consultant at Vanguard Communications.
We see end user companies continuing to streamline investments in communications technology and vendor relationships. This often manifests itself in the form of a decision to standardize on an enterprise communications suite, including a common IP PBX/ACD infrastructure. On the other hand, we also see contact center management (often referred to as “the Business”) defending their territory, or staking new claims, by investing in a standalone contact center suite to liberate themselves from the rest of the enterprise.
On two recent engagements, we learned the Genesys SIP contact center suite had been selected as a standalone solution. One client was in the process of deploying the solution across two contact centers and 500 agents. The other was considering deploying it across multiple contact centers and potentially thousands of agents. In both cases, a central driving force was to enable the business to have control of the technology and vendor relationships – essentially dredging a moat around the contact center.
To be honest, I was surprised by this discovery. I was not aware that the Genesys standalone SIP-based solution was far enough along to convince two fairly conservative companies with mission critical contact centers to make such a move. I am also still getting used to the concept of Genesys offering a standalone solution, as their bread and butter has always been providing overlay solutions on top of existing PBX/ACD platforms. I tip my cap to the folks at Genesys and look forward to seeing how these case studies play out.
For those interested in reading additional case studies involving the Genesys SIP contact center suite, I found a white paper written by Sheila McGee-Smith that is worth a read.
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