Chatting with John Hernandez About the Genesys 2020 Virtual Analyst Summit
Genesys has always done a great job engaging with industry analysts, and even during the COVID-19 pandemic, the company continued to do so. At its recent virtual analyst summit, CEO Tony Bates discussed Genesys’ vision of Experience as a Service, while providing updates on its overall business, strategy, and execution (specific numbers are NDA, but suffice it to say that the company has been showing strong momentum and growth in terms of revenues and customers).
The analysts in attendance got an update from Barry O'Sullivan, EVP and GM, Genesys Multicloud Solutions and Olivier Jouve, EVP and GM, Genesys Cloud, discussing the company’s two business units. One of the event highlights was a demo of the company’s AI capabilities from Elcenora Martinez, Global VP of Product Management, AI. We also saw a couple relatively new faces, including CMO Joyce Kim, and ML Maco, Executive Vice President of Global Sales and Field Operations.
The information provided by the Genesys team was informative, but hearing from several customers really made me a believer in the progress the company has made. The customers we heard from were quite generous with their praise for Genesys, as evidenced by these quotes:
- “Genesys is easy to use and easy to adopt” (actually the term used was “adoptability”)
- “Adding new functionality was easier than expected.”
- “When agents ask for something, I don’t have to say no. I can say yes. That’s different for IT.”
- “It took only five months to go-live versus 18 months for our last deployment”
- “We went to the Genesys Appstore and picked a couple solutions for gamification. It was really easy.”
- “We had been thinking of hiring another 100 agents. However, thanks to Genesys Workforce Management, we coped with pandemic spikes okay.”
- “The project was on time and on budget, which is very rare in IT.”
These are just a few examples of what the customers had to say about working with Genesys.
After the summit I had the opportunity to speak with one of my favorite people in the industry, John Hernandez, SVP, GM, Genesys Engage Multicloud. In this video interview, John provides an overview of the two key Genesys offerings – Genesys Cloud and Genesys Engage, as well as Genesys Multicloud and “Experience as a Service.” He also provides a hint as to what to expect in the coming months.
It wouldn't be a Genesys event without some fun, and the event concluded with a wine tasting featuring Brien O’Brien of Clif Family Winery. While not quite the same as being together in person, it was fun to have a shared experience, as well as some really good Napa wines.
Like some other companies in the contact center/customer experience market, Genesys has been successfully migrating customers from premises-based products to cloud-based services, and there’s no end in sight as cloud services become the preferred option. Genesys has done a good job of focusing on execution, strategic alliances, innovation, and expansion, and I expect its growth and momentum to continue for the foreseeable future.
Tags
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (3) Apply 8x8 filter
- Alcatel-Lucent Enterprise (13) Apply Alcatel-Lucent Enterprise filter
- AT&T (15) Apply AT&T filter
- AudioCodes (15) Apply AudioCodes filter
- Avaya (131) Apply Avaya filter
- Cisco (203) Apply Cisco filter
- Dell (4) Apply Dell filter
- Five9 (1) Apply Five9 filter
- Fuze (2) Apply Fuze filter
- Genesys (12) Apply Genesys filter
- HP (22) Apply HP filter
- IBM (79) Apply IBM filter
- Logitech (23) Apply Logitech filter
- Lumen (1) Apply Lumen filter
- Masergy (3) Apply Masergy filter
- Microsoft (307) Apply Microsoft filter
- Mitel (71) Apply Mitel filter
- NEC (38) Apply NEC filter
- Nectar (22) Apply Nectar filter
- Polycom (34) Apply Polycom filter
- RingCentral (26) Apply RingCentral filter
- Sennheiser (5) Apply Sennheiser filter
- Tata Communications (7) Apply Tata Communications filter
- Unify (69) Apply Unify filter
- Vonage Business (11) Apply Vonage Business filter
- Zoom (1) Apply Zoom filter
- Acme Packet (10) Apply Acme Packet filter
- Arkadin (8) Apply Arkadin filter
- Aspect (10) Apply Aspect filter
- BT (12) Apply BT filter
- CallTower (5) Apply CallTower filter
- Clarity Connect (8) Apply Clarity Connect filter
- Damaka (3) Apply Damaka filter
- Dialogic (2) Apply Dialogic filter
- Dimension Data (11) Apply Dimension Data filter
- Enghouse Interactive (5) Apply Enghouse Interactive filter
- IntelePeer (9) Apply IntelePeer filter
- IR (7) Apply IR filter
- Jive (9) Apply Jive filter
- Kurmi Software (4) Apply Kurmi Software filter
- Lifesize (18) Apply Lifesize filter
- Modality Systems (6) Apply Modality Systems filter
- Momentum (13) Apply Momentum filter
- NewVoiceMedia (1) Apply NewVoiceMedia filter
- Orange (18) Apply Orange filter
- OVCC (3) Apply OVCC filter
- Panasonic (5) Apply Panasonic filter
- PanTerra Networks (4) Apply PanTerra Networks filter
- ScanSource (4) Apply ScanSource filter
- SIPPIO (2) Apply SIPPIO filter
- Snom (5) Apply Snom filter
- TekVizion (2) Apply TekVizion filter
- Unimax (4) Apply Unimax filter
- Verint (2) Apply Verint filter
- VOSS (12) Apply VOSS filter
- Voxbone (9) Apply Voxbone filter
- West (13) Apply West filter
- Yorktel (8) Apply Yorktel filter
- 3CX (5) Apply 3CX filter
- Aerohive (1) Apply Aerohive filter
- Avnet (1) Apply Avnet filter
- Drum (1) Apply Drum filter
- ESI (1) Apply ESI filter
- Esna (11) Apply Esna filter
- Exinda (2) Apply Exinda filter
- EZuce (2) Apply EZuce filter
- GUnify (4) Apply GUnify filter
- Highfive (1) Apply Highfive filter
- Huawei (20) Apply Huawei filter
- Logmein (1) Apply Logmein filter
- Metropolis Technologies (2) Apply Metropolis Technologies filter
- NextPlane (22) Apply NextPlane filter
- Patton (4) Apply Patton filter
- Radish Systems (1) Apply Radish Systems filter
- Radisys (1) Apply Radisys filter
- SMART (78) Apply SMART filter
CONTENT TYPE
- BC Expert Insights Market (5) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (8) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (3) Apply BC Expert Insights Planning filter
- BC Expert Insights Solution (1) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (12) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (14) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (4) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (0)
- Buyer Guide (0)
- Case Study (1) Apply Case Study filter
- Executive Interview (7) Apply Executive Interview filter
- Expert Roundtable (26) Apply Expert Roundtable filter
- Guest Contributions (4) Apply Guest Contributions filter
- Multimedia (9) Apply Multimedia filter
- News Analysis (338) Apply News Analysis filter
- Newsfeed Article (0)
- Newsfeed Article (523) Apply Newsfeed Article filter
- Thought Leadership (0)
- Vendor Collateral (16) Apply Vendor Collateral filter
- Vendor Resource Best Practices (0)
- Vendor Resource Buyers Guides (0)
- Vendor Resource Multimedia Content (0)
- Vendor Resource White Paper (0)
- Webinar (0)
- Webinars (0)
- White Paper (6) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (343) Apply Banking And Investment filter
- Education (172) Apply Education filter
- Energy And Utilities (240) Apply Energy And Utilities filter
- Finance (0)
- Government (279) Apply Government filter
- Healthcare (205) Apply Healthcare filter
- Hospitality (70) Apply Hospitality filter
- Insurance (39) Apply Insurance filter
- Manufacturing (284) Apply Manufacturing filter
- Media/Publishing (187) Apply Media/Publishing filter
- None (18) Apply None filter
- Professional Services (281) Apply Professional Services filter
- Retail & Distribution (326) Apply Retail & Distribution filter
- Technology (521) Apply Technology filter
- Transportation (32) Apply Transportation filter
Comments
There are currently no comments on this article.
You must be a registered user to make comments