Contact centre solutions provider, Genesys, has outlined key areas it will be focusing on in the next few months after recognising its heavy reliance on the channel.
The vendor revealed plans to expand into the mid-market, offer dedicated marketing support tools, partner enablement and hire more staff.
Genesys A/NZ channel director, Vaughan Webster, estimates about 90 per cent of its revenue is fulfilled through its channel partners and the majority of its business has stemmed from the enterprise space, but it sees plenty of opportunity in the mid-market.
To help tackle this part of the market, the vendor signed Generation-e as its mid-market partner last year. Genesys has 17 partners in A/NZ.
“We’ve got a vast array of customers that we traditionally haven’t touched because we’re focused on the enterprise space, but they still have complex needs without the significant budget that some of the large organisations have,” Webster said. “We’re addressing that through a couple of new means through appointing new partners and through our product portfolio. We’re now bringing rapid deployment packages to the channel that help with lower-cost of sale in the mid-market.”
In the second half of this year, the vendor will unleash its partner enablement program that will provide tools for partners on sales, presales and technical support.
It has also enhanced its partner portal with new tools to help partners benchmark their business performance, access training material, deal registration, pricing information, and so on. The vendor will also be providing partners with dedicated marketing support such as lead nurturing, email marketing, social media content and web content syndication.
“It’s a one-stop portal where partners can get all the information they need to function on a daily basis,” he said.
In addition to this, Genesys is also expanding its account executive network to help service local partners and customers.
“We’re also recruiting in Canberra to complement the existing team, and to ensure we have dedicated representatives to support our partners and customers,” he said.