SHARE



ABOUT THE AUTHOR


Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>
SHARE



Sheila McGee-Smith | November 19, 2013 |

 
   

Dreamforce 2013: Contact Center Announcements

Dreamforce 2013: Contact Center Announcements Aspect and Genesys use the huge Salesforce.com event to make a pair of announcements.

Aspect and Genesys use the huge Salesforce.com event to make a pair of announcements.

For those of us in tech, Dreamforce has become a must-see event, perhaps eclipsing the Vegas Consumer Electronics Show for the business-to-business crowd. As an analyst who follows the contact center space, it's a great place to not only hear the latest and greatest from CEO Marc Benioff and the Salesforce team, but also to meet and greet many contact center application providers. This year that includes three of the four Magic Quadrant leaders (Cisco, Genesys, and Interactive Intelligence), several of the cloud-only contact center solution companies (e.g., Five9, inContact, Liveops, NewVoiceMedia) as well as Aspect Software and ShoreTel. Perhaps conspicuous by their absence? Avaya, who chose in 2013 to participate (instead?) at Oracle's OpenWorld event.

While I'm sure there are more to come, on Tuesday, two contact center solution market leaders chose Dreamforce as the place to launch new cloud-based solutions. The Aspect announcement came across the wire first, so I'll start with that. I see the mark of CMO Jim Freeze on the naming of Zipwire, which Aspect is so excited about it has its own website, zipwire.aspect.com. A 30-day, try-and-buy introduction (up to 10 seats) is available to select North American customers to experience the solution's described simplicity (similar to Interactive Intelligence's Quick Spin program).

One attractive feature of Zipwire will be its "unlimited upward and downward scalability." While detailed analyst briefings were not yet held, that speaks to a multi-tenant platform, not multi-instance like Cisco and Interactive Intelligence. General availability of Zipwire is scheduled for January 2014 in the U.S. and Canada, and a global rollout is set to begin in the second quarter 2014.

The second announcement was from Genesys. Back in June 2013, I wrote on No Jitter that Genesys was describing their cloud portfolio as having two components: Genesys Platform on Demand and Solutions on Demand. Based on a briefing I had with Genesys CMO Reed Henry, it appears the "platform on demand" nomenclature has been abandoned in favor of three editions based on a common Genesys Customer Experience Platform. The Enterprise Edition is the easiest to identify--it's a tweaking of the Echopass offer, relying more and more on Genesys-owned software.

The Premier Edition owes much to the Virtual Contact Center from the Angel acquisition, now taking advantage of the Genesys platform. Not mentioned in the press release is Premier Edition SFDC Service Cloud, which replaces and extends last year's Genesys Connect solution. I asked Henry about the seemingly counterintuitive naming, Premier, for a small edition solution. He replied that Genesys looked for a name that would denote a strong solution, not a basic one, a solution that is best-in-class for that market segment.

Finally, the Business Edition is a renaming and extension of last year's Genesys One, described at that time as a mid-market solution. Today it becomes a cloud offer in addition to being available via CPE and hybrid models. (The Genesys One brand will continue for the time being in international markets, where it has some traction.)

One of the interesting elements of "extending" the existing solutions is the addition of a pre-integrated call and screen recording as a core Genesys capability. This comes from the Angel acquisition and replaces an OEM that Genesys has had with Zoom for several years. Another, almost surprising element, is Genesys' announcement that the CPE version of Business Edition will be available only as an appliance, consisting of VMWare images delivered on Dell boxes. Two appliance sizes were discussed, supporting 1-100 and 100-300 seats.

While there are certainly product components of the Genesys announcement, there is also a strong marketing element. They have created a single portfolio message that encompasses capabilities from the four acquisitions made this year. I look forward to learning more about the "hybrid" capabilities as well as understanding better the routing simplification that is part of the Premier and Business Editions. The key to Genesys future growth is Premier and Business Edition. Genesys and Echopass have already proved they can deliver Enterprise Edition.

Follow Sheila McGee-Smith on Twitter and Google+!
@McGeeSmith
Sheila McGee-Smith on Google+





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.