Genesys makes "aggressive" push into mid-market

Genesys makes "aggressive" push into mid-market

Unveils new mid-market tailored Cloud offerings to drive growth

Genesys managing director, Gordon Clubb.

Genesys managing director, Gordon Clubb.

Contact centre solutions provider Genesys is making an "aggressive" push in the mid-market with new Cloud offerings in a bid to drive growth of about 15 per cent.

Genesys managing director A/NZ, Gordon Clubb, told ARN the new Cloud offerings were a very new proposition.

He said the proposition also would need new partners to take it to market.

"Cloud represents a new way for the mid-market customer, but also for the channel," he said.

"We are looking for partners who can give us a broad reach into high-growth markets."

In a strategic move from Genesys, the Cloud offers are aimed at enabling mid-market organisations with a set of customer experience solutions that are flexible and agile and provide a cost-effective way to bring new customer experience solutions to market.

The cloud availability of the Genesys Customer Experience Platform will be delivered through a set of standard bundles.

It offers organisations a set of Cloud capabilities to update their customer experience for self-service and the contact centre.

Clubb, said it was an exciting time as the market was looking to refresh its customer experience environment.

"It is no longer a proprietary platform," he said.

"Its an exciting time for channel and fits into our strategy with growth and the market leadership we want to take into the market.

"I think we have a good foundation for that.

He said the company would be seeking growth of around 15 per cent for 2015 in A/NZ.

"The move into the mid-market is reinforcing that growth is possible and ready to be targeted."

"It fits in with our aggressive growth strategy for A/NZ."

In the last three years Genesys has expanded its addressable market segments and in the process, has more than tripled its addressable market.

Current partners include Telstra, Dimension Data, IBM and Veridian Solutions.

Genesys director of mid-market and Cloud A/NZ, Josie Vizzari, said the company had become one of the leading suppliers of customer experience platform and contact centre solutions in A/NZ.

"But our success has predominantly been in the upper end of the market," she said.

"The development of the Genesys cloud offerings provides the opportunity to extend our proposition and market reach."

She said she had found, through discussion with partners, that the mid-market often came up against capital constraints and a lack of resources.

"We also know that because of this, they’re looking for a rapid time to value, with low effort. This is precisely where the Genesys cloud offerings will help,” she said.

Genesys is currently working with its partners across A/NZ to identify where the immediate opportunities lie.

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Tags Gordon ClubbGenesys Customer Experience PlatformGenesys managing director A/NZ is a channel management ecosystem that automates all major aspects of the entire sales, marketing and service process, including data tracking, integrated learning, knowledge management and product lifecycle management.

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