Tuesday, August 18, 2020

Genesys unveils multicloud architecture for contact centres - ITREALMS

ITREALMS:
A global leader in cloud customer experienceGenesys and contact centre solutions, has said, the industry’s first native multicloud architecture, reports ITREALMS.


With new levels of flexibility, agility and choice, it’s now simpler for organisations to build a rich multivendor ecosystem and tailor their infrastructure, deployment and management models to fit their business. This gives enterprises the resiliency, portability and scalability they need to future proof their contact centres.

Multicloud gives organisations ultimate control

Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in more personalised service that drives customer engagement and loyalty. In addition, organisations can benefit from the ability to transition to the cloud while preserving existing technology investments and complying with rigorous data and security requirements.

The newly containerised architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud™ or third-party providers. For example, with Genesys Engage, Fiat Chrysler Automobiles benefits from a single platform to support a diverse set of applications, cloud deployment models and vendors across their global enterprise. In addition, the multicloud architecture makes it possible for organisations to run Genesys Engage in the private cloud of their choice, including leading Infrastructure-as-a-Service providers, Amazon Web Services (AWS), Google Cloud and Microsoft Azure.

The multicloud approach also allows every Genesys Engage customer, both cloud and on-premises, to consume innovation with speed and ease regardless of their deployment model.

For instance, it enables organisations using Genesys Engage to access the artificial intelligence powered capabilities of Genesys Cloud, such as Predictive Engagement and Workforce Engagement Management, as a completely integrated solution.

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