Genesys, a leading contact centre and omni-channel experience vendor, supporting more than 25 billion customer interactions per year, just revealed some impressive insights into its 2018 growth. According to a recent Genesys report, cloud sales for the brand have risen by 32% year-over-year. Additionally, Genesys experienced growth gains in every market, with 30% growth in large enterprises, 50% for small and mid-sized businesses, and 70% in the mid-market.
Although sales have increased substantially within all of the cloud offerings from Genesys, the PureCloud platform is delivering the best results. Sales have more than tripled since 2016, blowing the competition away. According to Genesys, PureCloud has even accelerated faster than major SaaS platforms like ServiceNow, and Zendesk, with a projected annual revenue growth of 130% since 2017. Over 300 new enhancements have been delivered to the platform in the last 2 years alone.
Growing with the Rise of Cloud
Cloud deals in 2018 with a value of over $1 million increased for Genesys at a rate of 110% compared to the previous year. According to Genesys, much of this growth can be attributed to the Genesys PureBridge program, which helped around 1,200 companies to transition away from legacy systems with vendors like Cisco, Avaya, and others, into a smoother cloud experience.
In a press release about their substantial growth this year, Genesys drew attention to customer "Alberta Treasury Branches" - a large financial institution in Alberta Canada that used the Genesys cloud experience to connect better with customers, improve workplace management, simplify cost management, and "improve employee communication."
Other businesses benefiting from the Genesys offering include:
