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Top Contact Center Stories of 2014: Page 10 of 14

From big name announcments to cloud, mobile customer care and customer journey management, Sheila McGee-Smith breaks out the biggest contact center stories of the year.
Sheila McGee-Smith
December 30, 2014

A Genesys promotion announced in September left no doubt that the competition has heated up in the cloud contact center market. Companies were encouraged to "replace your Avaya, Aspect, Alcatel-Lucent, Interactive Intelligence, or any qualified on-premises, legacy call center with Genesys Premier Edition Cloud Contact Center" and get the first year FREE.

There was plenty of fine print to the offer (3-year minimum subscription required, limited to centers located in the U.S., Canada, U.K. and Ireland, only Voice ACD, IVR and reporting is included – other services available at regular subscription rates, etc.) but this promotion was not necessarily about pricing. It was about drawing attention to Genesys and its plan to compete aggressively in the 25-250 seat contact center market.

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