Aphrodite Brinsmead, Senior Analyst, Customer Experience and Interaction

Genesys is making bold moves to strengthen its position in the cloud customer service market. Following its acquisitions of Angel.com in February 2013 and, more recently, SoundBite Communications, Genesys will also offer its own suite of contact center applications in the cloud.

The new solution, Platform On-Demand, will be offered in addition to Genesys’ existing partner-led cloud solutions. It is targeted at contact centers with over 100 seats that are looking for an entire Genesys suite, as well as customers that want to add select applications in the cloud.

As the uptake of cloud contact center solutions rapidly increases, it is a logical move for Genesys to offer its own suite of contact center applications in the cloud. Although the vendor is behind its competitors in launching its own cloud offering, there is a significant opportunity in the market as customers …