Dynamic Contact Center for Dummies by GenesysDynamic Contact Center for Dummies by Genesys
February 3, 2008
Last week Genesys held its sixth annual industry analyst conference in their home town of San Francisco. For those analysts (about 25 in number globally) that concentrate primarily on the contact center space, it's a great way to kick-start the year. For Genesys, the meeting gave them an opportunity to review their 2007 performance (outpacing the market in growth), introduce new members of the executive team (including a new CEO, CFO and VP of Product Marketing), and showcase four users from a variety of verticals (utilities, telecom, and broadcasting).
Last week Genesys held its sixth annual industry analyst conference in their home town of San Francisco. For those analysts (about 25 in number globally) that concentrate primarily on the contact center space, it's a great way to kick-start the year. For Genesys, the meeting gave them an opportunity to review their 2007 performance (outpacing the market in growth), introduce new members of the executive team (including a new CEO, CFO and VP of Product Marketing), and showcase four users from a variety of verticals (utilities, telecom, and broadcasting).
From a growth perspective, Genesys is owned by Alcatel-Lucent and as such is unable to offer a granular breakdown of their numbers. But what they can say, about new strategic customers and increasing penetration of new technologies like their SIP Server and Business Process Routing, is more than sufficient to convey the impression of enviable performance.
The best news about the new executives is that Genesys continues to promote from within. Replacing CEO Wes Hadyn, who left in October to be president of a new Enterprise Division of Genesys partner Nuance, is Paul Segre. Paul has spent several years at Genesys, most recently as COO. The new CFO and VP of Product Marketing are also executives being promoted from within the business.
This stability in management is mirrored in their messaging. Last year, Genesys introduced a marketing strategy around the concept of the Dynamic Contact Center. The basic notion is that there are three variables in play in a contact center: interactions, resources and processes. Balancing the three of these is the role of contact center management. Genesys sees their role as creating the tools that enable contact centers to manage the three variables.
Case in point. The number of calls (interactions) into a center suddenly rises dramatically. The answer is to increase the number of agents (resources) and/or change routing strategies, e.g., send low value calls to self service (processes).
It's always heartening to see a vendor "marketecture" survive more than one year. It means the story is resonating with customers, and helping them to understand a company's portfolio in some context. Perhaps the custom Dynamic Contact Center for Dummies (right) is helping. Genesys reports that thousands have been distributed to sales people, channel partners and customers.
