Contact centre services provider Genesys has revealed that 70% of new customers migrating from legacy systems opted for its cloud offerings during the first six months of 2019.
Genesys Cloud, the firm’s next-generation customer experience platform, is proving to be the driving force behind the growth, achieving a 70% year-over-year revenue hike and a sales increase of 112% compared to the same quarter in 2018.
That’s largely thanks to sales from Avaya displacements during the period, which the firm said have risen by 143% compared to that same period last year.
The platform’s success also extends across Genesys’ SaaS product suite, with the providers’ PureCloud offering increasing by nearly 110% YOY – a triple digit growth trend that the platform has achieved every year since its 2015 release.
Genesys said its PureBridge offer, in which it helps assesses customers’ migration needs, has also been a particularly notable factor behind the growth.
"We've reached a tipping point where the vast majority of new customers are choosing our flagship cloud offer," said Tony Bates, CEO at Genesys. "Genesys Cloud is the platform to help both new and existing customers deliver the experiences consumers demand as the new era of personalisation continues to change the landscape.”
According to global research-advisory firm Nemertes Research, which surveyed several businesses switching from on-premises systems to Genesys, the 70% that opted for Genesys Cloud did so due to quick implementation times, global scalability, increased sales and rapid availability of new features.
The company also highlighted the platform’s additional outcomes, which include a 31% decrease in operational costs, 23% improvement in First Call Resolution (FCR), 13% reduction in Call Handle Time (CHT), as well as a 6% increase in Customer Satisfaction (CSAT) scores.
“We'll meet organisations wherever they are in their march to the cloud to help them successfully manage every moment with their most important asset: their customers," Bates added.
