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Multi-cloud architecture for contact centres

Cloud customer experience and contact centre solutions provider Genesys is making it easier for organisations to build a multi-vendor ecosystem by unveiling the industry’s first native multi-cloud architecture.

Developed for Genesys Engage, the architecture supports a variety of cloud platforms (e.g. Genesys Cloud, AWS, Google Cloud and Microsoft Azure), deployment models (private or public cloud, on-premises or hybrid) and management approaches (independently, by Genesys or by a partner such as Accenture, Aria Solutions, Avtex, BT, Cognizant, ConvergeOne, Infosys, NTT LTD or Orange Business Services).

Barry O’Sullivan, Executive Vice President and General Manager for Genesys Multicloud Solution, said: “For decades, businesses had to choose between a suite of applications from a single vendor or siloed best-of-breed systems, resulting in an administrative nightmare, high costs and inconsistent customer experiences. With our multi-cloud architecture, we’re partnering with our customers to overcome this challenge. We’re giving enterprises the ultimate freedom to customise and future-proof their contact centre technology and infrastructure so they can deliver unique experiences for every customer.”

Organisations can move software applications between different clouds; utilise multiple providers to address varying geographic needs and data sovereignty requirements; and extend their core contact centre solution by integrating applications from other providers, such as voice and chatbots, workforce engagement management, voice and speech recognition.

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TechnologyReseller: 2021