Genesys Cloud CX: Cloud First and Cloud Only
March 7th, 2023
Genesys recently announced that their sole focus for development will be on their Cloud CX platform and as of October 2022 they will no longer be offering premise, private or hybrid cloud options to customers.
How are Genesys CX Multicloud and CX Private Editions affected?
The intention of this update to Genesys Cloud CX (formerly Genesys PureCloud) is is clearly to focus efforts on the cloud, however it is doing so at the expense of all customers for whom cloud is not a preference or option. Existing Genesys customers on their CX Multicloud and CX Private Editions are faced with a decision, move to full cloud or else! New customers needing more premise footprint and integrations are no longer seeing Genesys as an option.
For many customers operating mission critical contact centres, moving fully to the cloud, albeit a strategically attractive proposition, is a tactical impossibility. Regulatory compliance can put a stop to cloud, where UK data sovereignty is needed, or adherence to specific security requirements. Some customers require more resiliency, with systems able to operate locally without dependence on the cloud.
Flexible cloud deployment for contact centre services
The need to deliver contact centre services to agents in any location has caused many to see cloud as the only option. It is not. You can still deliver all the services you want to your agents, wherever they may be, in a premise, hybrid cloud, private cloud or public cloud service, it’s just how you connect them that matters.
At Cinos our contact centre services span all ‘types’ of cloud, focussing on the outcomes desired by the customer not on the architecture of the technology driving it. Our contact centre strategy covers cloud, private/hybrid, and premise, with a clear and smooth roadmap to take you from one to the next.
Contact Cinos for cloud, hybrid and premise contact centre solutions
Thanks to our close ties with our primary vendor Cisco, Cinos is able to leverage our contact centre expertise to provide the omnichannel connected customer experience expected from a contact centre and digital engagement platform.
Whether you have an aversion to cloud contact centre, a preference for hybrid/premise, or the need for a more gradual roadmap taking them to cloud (typically due to existing assets to be sweated in a multi-vendor contact centre setup), Cinos has the contact centre solution for you.
