Genesys Unveils New Customer Experience Marketplace to Drive Unparalleled Business Performance

At the Enterprise Connect conference opening, Genesys, the global leader in omnichannel customer experience and contact center solutions, will debut a unified AppFoundry marketplace that incorporates integrations for its entire portfolio, including the PureEngage, PureConnect and PureCloud platforms. The new Genesys AppFoundry makes it simpler for businesses to quickly gain value from the industry’s highest caliber of cloud and on-premises customer experience solutions available in one comprehensive marketplace.

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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.

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“The new Genesys AppFoundry makes it easier than ever for businesses to rapidly benefit from new machine learning technologies. 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,” said Vasi Philomin, general manager, Machine Learning Language Services, Amazon Web Services.

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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.

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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.”

“Organizations need to be extremely agile to stay ahead of customer expectations today.  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,” said Merijn te Booij, chief marketing officer, Genesys.

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