Genesys announced that it continues to experience customer adoption and platform growth with PureCloud by Genesys, a cloud-based customer engagement and employee collaboration offering.
Analyst firm Frost & Sullivan forecasts that hosted/cloud contact center solutions will increase from 24% of the total seats base in 2015 to 40% by 2020. Genesys is exceeding this pace by adding more than 500 PureCloud customers in the last 12 months alone, nearly half of which are located outside of North America. Moreover, there has been a 300% increase in customer usage in the first half of 2017.
PureCloud is also infusing its partner channel with new revenue opportunities. The solution’s partner base has expanded by 43% so far in 2017, resulting in a 72% increase in customers gained via the channel.
Since last year, PureCloud’s momentum has gained industry recognition. According to principal analyst for Frost & Sullivan Nancy Jamison, “PureCloud by Genesys earned our 2016 Growth Excellence Leadership Award for Cloud Customer Contact Applications because of its industry-leading growth in the cloud contact center applications market, competitive and feature rich capabilities, and excellent customer support.”
Today, the solution handles more than one million interactions per day across phone, email, chat and social channels to support the customer journeys for hundreds of companies across the world, including Al Romansiah, Deakin University, Feros Care, Gestcom, Grupo Monge, MyBudget, Quicken Inc., Rose-Hulman Institute of Technology and Smollan, among many others.
To support this global growth, PureCloud offers user interfaces in 15 languages. Furthermore, over 63 million customer API calls are processed per month on the solution.
In addition to deploying the solution’s customer engagement functionality, nearly one-third of customers add PureCloud Communicate, which combines traditional IP PBX (private branch exchange) functionality with employee collaboration tools like video conferencing, screen sharing, dynamic team chat, rich employee profiles and document management.
PureCloud also demonstrated momentum in its roll-out of new features and functionality, with nearly 160 major enhancements released in the last year.
Launched globally in 2015, PureCloud is a unified, all-in-one customer engagement and employee collaboration solution.