Is cloud transformation more ecologically critical?

 Today more and more enterprises are accelerating the implementation of cloud strategy, in the wave of change in full swing, some people jokingly call this the era of "people in the cloud", especially by the impact of the epidemic, the advantages of the cloud such as flexible, elastic, agile delivery, etc. further highlighted.

　　Around 2012, some traditional software leaders such as Oracle, SAP, Adobe, etc. have begun the journey of cloud transformation, and domestic Kingdee, UFIDA, etc. have also embarked on the road to cloud. The call for transformation resounded through various fields, and Genesys, which started as a call center, began to transform in the same period.

　　"The transformation of the cloud brings a great benefit to the company, to be able to predict the future growth very accurately, which is one of the advantages of cloud services." Lei Senghua, president of Genesys Greater China, said Genesys has tripled its business from 2013 to now, with 60 percent of its business now related to the cloud. Having successfully transformed from a traditional Internet solution provider to a cloud service provider, the

Call Center Transformation

　　Call centers have gone through the early days of manual hotline calls to today's mobile, social and omnichannel contact centers, and are moving towards intelligence with the cloud and AI.

　　While the business is changing to the cloud, Genesys is also transforming from a contact center to an omnichannel contact center in terms of technology, based on routing rules and introducing AI technology. 2020 On November 12, 2020, Genesys was named in the Leaders quadrant in Gartner's Magic Quadrant for Contact Center as a Service 2020 report.

　　This year Genesys will continue to focus on cloud delivery innovation and feature acceleration as a development priority, and will continue to deliver technology innovations such as analytics and reporting, digitalization, Genesys workforce interaction management and AI.

　　Genesys Greater China Business Development Director Jinpeng introduced that Genesys can meet customers' needs for a variety of services such as self-built, hybrid cloud and cloud customer service, providing two service models, Genesys Clould's SaaS and Multicloud Hop Cloud. Genesys Clould adopts a microservice architecture with agile, elastic and flexible cloud Multicloud is built on top of containers and supports high elasticity of cloud through orchestration, supporting AWS, Azure, Google Cloud, Tencent Cloud, Ali Cloud and other multi-cloud deployments. It is reported that Genesys cloud service has not been fully landed in China for the time being, and it is planned to fully land Genesys cloud service in China in the future.

　　During the epidemic, telecommuting became the norm, and the demand for home seating deployments grew rapidly. "The cloud part, the cloud call center is a more mature system overseas, so what we are seeing is a significant rise in overseas cloud seat companies. genesys China cloud has not fully landed for now, but home seat is also expanding significantly." Yue Peng, Sales Director of Genesys Greater China, introduced that Genesys started to do the deployment of home seating with several different customers in February this year, and achieved 50,000 seats online in just a month or so, and completed the deployment of home seating for more than 80 customers to ensure the uninterrupted business of customers.

　　In the long run, telecommuting and flexible office is a major development trend.

　　According to Yue Peng, before the epidemic, some large enterprises had planned to deploy part of their seats at home due to operational costs, convenience and flexibility, and the epidemic only triggered and promoted the development of home seats. For example, during the epidemic, Genesys quickly helped them deploy several thousand seats at home. Such high efficiency was also possible because the company itself was prepared. For example, in 2019, Tongcheng Yilong started to try with Genesys to let employees of some businesses work from home. They found that too many constraints on employees would increase employee turnover, and tried to deploy home seats for remote work in order to make these small partners happier and more efficient when they work. It was precisely because of the experience accumulated from these attempts at home seat deployment that the epidemic was able to quickly achieve a home office scale of several thousand seats.

　　"Customers need a fast and elastic call center solution, but now from a technical point of view, the cloud is the most suitable, the cloud is easier to do elastic, ready to deploy, especially like the native cloud, born with such capabilities." Yue Peng pointed out.

Building an ecology focused on industry

　　Genesys, which entered China in 1999, harvested its first major customer in the following millennium, ushering in the new century. In fact, Genesys has had a good run in China as well.

　　Genesys, which has been working in China for more than 20 years, has a new strategic plan for 2020 that focuses on expanding the industry market and expanding the ecological partner cooperation circle.

　　According to Yue Peng, starting next year, Genesys China's sales team will change the previous division of teams between large enterprises and SMEs, and divide them only by industry to focus more on the industry. "There are several reasons, one is that Genesys solutions in a comprehensive cloud transformation, cloud solutions natively have many advantages, unlike previous products, thousands of seats a program, dozens of seats may have to find a very economical and cheap small house. And the cloud architecture of 10,000 seats and a hundred seats from the architecture is the same. Secondly, the technical solutions will support the transfer of all our sales force to industry-focused focus. This will better understand the business needs, changes and trends of industry customers. Our partners can also go from this direction to dig deeper into the needs of industry customers, including the development of some new applications."

　　Genesys sales team shift is different from many enterprises, most of the cloud transformation of software companies will still distinguish between small enterprises and medium and large enterprises, after all, different size of the enterprise's in the customization, consulting services and other aspects of the needs of a great difference. Yue Peng believes that if you look at the dimensions of large and small customers, generally small customers with few IT staff, the needs are relatively simple, large customers with strong IT power, there are more customization needs. But if we look at the industry, vertical industry small and medium-sized enterprises generally follow the large head enterprises. So Genesys does vertical industries, on the one hand, will first do the head benchmark customers, and a lot of experience accumulated can be passed on to the SMEs below.

　　It is reported that in 2021 Genesys China will focus on finance, Internet/new media, manufacturing and other industries, and especially will pay more attention to the enterprises going abroad. This year during the epidemic Genesys signed several Chinese enterprises to go overseas, basically all of them are using Genesys Cloud to do so.

　　In the cloud era, the construction of ecology is crucial to the success or failure of enterprises. This year, Genesys has been making continuous moves in terms of integration, and in February, Genesys Cloud was officially launched on AWS Marketplace cloud application store; in May, it announced a partnership with Zoom, a video communication company, to provide more efficient and convenient team collaboration solutions; in July, it announced the expansion of cooperation with Microsoft, its public cloud contact center platform and all-in-one solution Genesys Cloud™ and Microsoft Teams to achieve a high degree of integration, contact center agents can collaborate with any colleagues using Microsoft Teams at any time; in August announced a partnership with Adobe to help enterprises and organizations break down the gap between marketing, business, sales, service and other departments. In August, the company announced a partnership with Adobe to help companies and organizations break down data barriers between marketing, commerce, sales and service departments, and in the same month, it established a partnership with Infosys, a consulting service provider.

　　Golden Peng stressed that the industry is not only Genesys alone, there must be various types of partners, the first category is Genesys traditional distributors, more focused on the industry. The second category is the industry's active SI (integrator), and enterprise business system stickiness is higher, more understanding of enterprise business. The third category is some consulting companies, "these three categories plus the power of Genesys consulting, we integrate these resources, making our understanding of this industry become stronger. While doing the head customer, it will integrate several experience resources to make the solution replicable and form a reuse in the industry."

　　One of the lauded advantages of cloud or SaaS model is industry reusability to form scale effect, however, the practice over the years also shows that there are certain challenges in industry reusability, and Genesys people are doing some useful exploration and experimentation.

*** Translated with www.DeepL.com/Translator (free version) ***