Genesys officially created Genesys Digital to keep up with the development of customer engagement in the digital era. Later on, Genesys Digital will be led by industry veteran Barry O’Sullivan. Publishing Genesys Digital is in line with the achievement of an increase in Genesys orders which exceeds 40% in each quarter in 2020.
Genesys Digital was created with the background of Genesys’s analysis of the development of its business. Genesys has seen the growth of digital interactions with a very large number of 300% from year to year. About 15% of Genesys Cloud ™ subscribers currently prefer access or digital features. Besides, many large enterprise customers using Genesys Multicloud are experiencing the switch to digital as the volume of chat sessions via phone calls increases.
Previously, IDC had estimated that by 2021, 65% of organizations would move to digital-first through automated operations and contactless experiences. Due to the view that services in the form of physical interactions are out of date. For this reason, Genesys intends to expand its wings by providing a brand with important capabilities to be able to manage the overall customer experience through Genesys Digital.
Genesys Digital will present digital-based, artificial intelligence-based innovations that can be applied independently or used with our company’s product range. Genesys Digital enables companies to address the latest technology trends as well as the changing needs of consumers in the digital landscape. This new business unit will help companies keep pace with changing consumer preferences for digital engagement throughout the customer journey. This includes whether they use web chat for questions, schedule appointments via text, or receive attention from the chatbot.
Genesys Digital will be led by three major figures:
Is EVP and GM, Digital and AI, leading the Digital business unit. Barry is taking on this new role after driving growth and innovation with Genesys Multicloud. Before Genesys, Barry was the CEO and Founder of Altocloud, the AI cloud company that Genesys acquired in 2018, and GM of the Collaboration business at Cisco Systems.
Is an EVP and GM, Multicloud Solutions. Several months ago John served as SVP of Genesys EngageTM solutions. John spearheaded the industry’s first launch with Genesys Multicloud Architecture. Before joining Genesys in 2020, he was CEO of Selligent, a cloud marketing platform, and Chief Operating Officer (COO) of Salesforce’s multibillion-dollar Cloud Services business.
EVP and GM Genesys Cloud. Teamed up with Barry O’Sullivan to advance the company’s digital innovation, building on the Genesys Cloud track record over the past three years.
2020 has been a record year for Genesys. Genesys has captured market share by acquiring hundreds of new customers, expanding deal sizes, increasing cloud migration, and continuing to support customers. Genesys is also improving its quality through alliances with corporate technology leaders, including Adobe, Amazon Web Services, Google, Microsoft, and Zoom.