Genesys Unveils New Customer Experience Marketplace to Drive Unparalleled Business Performance

Thousands of Genesys customers across every vertical, including financial services, retail, hospitality, healthcare and more, are using at least one integration from its partner ecosystem. Today, over 200 applications, integrations and services are listed in AppFoundry, a 100 percent increase since mid-2016. Leading partners include: Amazon Web Services, Aria Solutions, Avtex, eMite, AudioCodes, AVST, CafeX Communications, Call Journey, ConvergeOne, Jabra, Occam Networks, Plantronics, RedSky Technologies, SmartAction, Starfish Associates, and Vidyo.

AppFoundry gives all customers one interface to explore the ecosystem of pre-built integrations for the Genesys Customer Experience Platform. With "one-click installation" capability, Genesys customers, like Amazon Web Services, can enable and configure a new integration in about 30 seconds, resulting in lightning-fast time-to-value.

"The new Genesys AppFoundry makes it easier than ever for businesses to rapidly benefit from new machine learning technologies," said Vasi Philomin, general manager of Machine Learning Language Services at Amazon Web Services.  "This latest innovation from Genesys brings the natural language capabilities of Amazon Lex to the customer engagement market in a very easy and consumable way. Now, businesses can simply activate Amazon Lex in their contact center with just one click for an improved customer experience."

One-click install for PureCloud AppFoundry applications is available now, allowing on-demand configuration and enablement. The company also plans to add one-click purchasing for PureCloud in the second half of 2018. Genesys expects to start extending these capabilities to the rest of its portfolio at the same time.

Adding the ability to auto-provision integrations across the breadth of the Genesys Customer Experience Platform will position AppFoundry for significant growth. The company anticipates adding nearly 40 percent more integrations in 2018, which it considers in line with analyst predictions.

According to Gartner, "By 2020, 60 percent of the software application providers that consume cloud platform services as part of their product offerings will also market, sell and provision their offerings through cloud platform marketplaces."¹

"Organizations need to be extremely agile to stay ahead of customer expectations today," said Merijn te Booij, chief marketing officer of Genesys. "By creating one consistent ecosystem of applications for our Customer Experience Platform and leveraging the power of the cloud, we've accelerated time-to-value for businesses. Our aim is to give all customers a simpler way to discover and rapidly deploy solutions that propel the standard of customer experience even higher."

Today, AppFoundry is comprised of leading customer experience, employee engagement, and business optimization solutions. These include specialized applications for customer relationship management (CRM), workload management, analytics, payment processing, marketing automation, digital, self-service, outbound, artificial intelligence, workforce optimization, collaboration, and knowledge management. To deliver the highest quality marketplace in the customer experience industry, partner integrations undergo a rigorous review by Genesys to ensure they meet its high standards for functionality, integration methodology and potential for customer value.

Customers can register interest in a potential integration even if it's not available for their Genesys product today. This gives customers more visibility into the latest customer experience innovations and provides partners with more insight into market demand.

Genesys AppFoundry is backed by the company's DevFoundry, a development support community with nearly 1,000 active members — a 400 percent increase in less than two years. The DevFoundry provides tools, services and best practices to enable developers to quickly build and bring to market new innovations for the Genesys Customer Experience Platform.

Learn more about the new AppFoundry marketplace during Enterprise Connect 2018 conference and expo in Orlando, Florida, on March 12-15, where Genesys will host several key partners in booth 713.

¹Gartner "Tech Go-to-Market: Consider Cloud Platform Marketplaces as a Disruptive Alternative to Traditional Sales Models – Part 1" by David Yockelson, Mark Paine, May 2, 2017

About Genesys
Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

Contacts:
Rachel Faulkner
Genesys
[email protected]
+1 317-715-8109

Lisa Hawes
Sterling Communications
[email protected]
+1 408-395-5500

SOURCE Genesys

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