Genesys Rolls Out Virtual Contact Center for SMBs



Genesys has unveiled a call center replacement program for organizations that want to retire their legacy call centers and move to a multichannel cloud contact center solution. The Genesys Premier Edition – Virtual Contact Center (VCC) is now available for one year free to new customers who switch from qualified on-premises, legacy call center solutions.

The solution helps organizations migrate from legacy voice-only call center solutions to an all-in-one customer experience solution that will grow with their needs so that they are not stuck later with obsolete deployments on site. It is designed to enable small and mid-size contact centers of up to 250 seats to deliver high-value customer experiences across a variety of channels, including inbound and outbound voice, mobile and Web with more efficient, secure and dependable contact center operations via the Cloud. The solution is backed up with a 99.999 percent uptime service level agreement (SLA).

By offering the first year along with set up fees for free, Genesys removes the financial barriers to moving to a multichannel cloud contact center solution and addresses today’s business needs to meet customer demands for great experiences across a broad range of touchpoints, while helping to increase competitiveness with the delivery of differentiated customer experiences.

“Modern businesses are increasingly turning to cloud-based solutions as they look to upgrade their legacy call centers to support new channels, reduce vendor uncertainty and minimize product obsolescence while ‘upping the ante’ in delivering differentiated customer experiences,” said David Rennyson, executive vice president, Genesys Cloud, in a statement. “Genesys Premier Edition is a low-risk solution that makes moving to the cloud and retiring old, on-premises call center infrastructure easy−with no set up fees or capital investment.”

Genesys VCC is a pure cloud contact center offering built to be extremely flexible, quick to deploy and easy to use. The solution is built on the Genesys Customer Experience Platform and optimized with point and click design tools, intuitive interfaces, and “out of the box” business intelligence (BI) analytics, inbound contact center routing, and IVR capabilities for consistent, seamless and personalized assisted interactions and self-service automation. 

With Genesys Premier Edition, businesses can more easily manage the end-to-end customer experience and optimize efficiency and performance with a mobile-accessible supervisor desktop, real-time call monitoring and reporting. Bundled telecommunications options are also available and include agent telephony options such as PSTN, VoIP, WebRTC and PBX.