Customer Experience Marketplace Developed by Genesys

Genesys deliver stronger business performance with CX marketplace

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GenesysAppFoundry
Unified Communications

Published: March 23, 2018

Rebekah Carter - Writer

Rebekah Carter

During this year’s Enterprise Connect event , Genesys, the global omnichannel customer experience, and contact centre solution leader, announced that they’d be contributing to stronger business performance with their own CX marketplace. The organisation debuted an “AppFoundry” marketplace service that brings together an ecosystem of more than 200 pre-built solutions for better customer experience.

The AppFoundry solution from Genesys is designed to make it easier for customers to access some of the latest and greatest creations in on-premise and cloud contact centre solutions, all within a single, and easy-to-use marketplace environment.

Creating the AppFoundry Ecosystem

According to Genesys, there are currently thousands of customers in their network using at least one of the integrations available on the new AppFoundry marketplace. The service includes solutions for a selection of verticals, ranging from financial services to healthcare and retail. Now, users will be able to access those services on a single platform that hosts partners like AWS, Plantronics, Vidyo, and many more.

The Genesys AppFoundry provides all customers with a single interface through which they can explore a world of pre-built integrations that they can use to enhance their own CX platform. The system comes with a one-click installation feature, so you can set up a new integration within a matter of seconds.

According to the general manager of machine learning services at AWS, Vasi Philomin, the AppFoundry should make it easier for businesses to take advantage of disruptive technology like machine learning, and AI. For instance, the natural language definition opportunities of Amazon Lex are available on the Genesys system.

Where Will Genesys AppFoundry Be Available?

Merijn Te Booij
Chief Marketing Officer for Genesys, Merijn Te Booij

To begin with, Genesys will be rolling out AppFoundry functionality with PureCloud, which can be automatically configured and installed on-demand. The company is planning on integrating one-click purchasing for PureCloud by the end of the year, before the capabilities start to extend to the rest of the portfolio too, offering services to PureConnect and PureEngage during the second half of 2018.

The ability to quickly and easily provision new integrations into the Genesys Customer Experience platform should help customers to access the CX solutions of their dreams with as little frustration as possible. Genesys plans on adding at least 40% more integrations into the mix during this year.

According to the Chief Marketing Officer for Genesys, Merijn Te Booij, it’s important for companies to stay flexible and agile if they want to get ahead of customer expectations today. By creating a constant ecosystem of applications for the Genesys CX platform, the organisation hopes they’ll be able to accelerate time-to-value for customers. The goal is to give all brands an opportunity to find and rapidly access solutions for a higher standard of customer experience.

What You Can Find in the Genesys AppFoundry

The current AppFoundry ecosystem is packed full of cutting-edge customer experience solutions, along with business optimisation solutions and employee engagement strategies. From enhanced applications for the CRM system to services for analytics and workload management, there’s something for almost every need. Each of the integrations in the ecosystem must undergo stringent testing from Genesys to be added to the AppFoundry.

If a customer is interested in accessing something not currently available in the AppFoundry, they can register their interest, and give Genesys more insight into market demand. The system itself is backed by the DevFoundry community- a developer network with more than 1,000 active members.

 

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