QPC Announces Tracxion Drive, enhanced WFM / WEM Data Adapter now available in the Genesys AppFoundry

MOLD, Wales, Nov. 22, 2023 /PRNewswire/ -- QPC, a leading provider of customer contact optimisation solutions, today announced the availability of Tracxion Drive, our advanced WFM/WEM Data Adapter for Genesys Cloud CX®, on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.

Tracxion Drive optimises workforce performance and engagement by delivering the best multichannel data. Our solution enables data-driven decision making to strategically allocate resources, deliver great customer experiences, and simplify complex workforce management.

Tracxion makes it easy for Genesys customers to:

Supercharge their WFM: Tracxion Drive's innovative solution uses advanced real-time event data to transform workforce management (WFM). It provides resource efficiency gains by delivering precise WFM interval and enhanced adherence data. Our platform effortlessly manages hybrid operations, integrates to multiple WFM systems, delivers a comprehensive enterprise-wide view and enables secure segmented BPO integration, resulting in exceptional customer experiences.

Enhance Employee Experience (EX) with Dynamic Agent Management: Tracxion Drive goes beyond traditional Workforce Engagement Management (WEM) by leveraging enriched data to provide unique metrics, such as customer-agent-focused metrics that show how agents impact customer effort and Net Promoter Score (NPS)

Transform Enterprise BI and Customer Journey Analytics and orchestration: Tracxion Drive provides accurate and comprehensive interaction data as the foundation of your enterprise data strategy, revolutionising BI by uncovering hidden unproductive activities. It connects digital channels and contact centres in real-time, enhancing the agent-customer experience and enabling data-driven decisions.

Simplify and De-risk Cloud Migration: By using Tracxion Drive as a replacement for your existing WFM Adapter on Genesys platforms, you can not only gain from all the benefits of better data but also take advantage of the seamless integration into Genesys Cloud CX to simplify and de-risk cloud migration. This will help reduce project risk and costs by maintaining the operational integrity of all data for WFM, reporting, and insights during the migration process and beyond.

"We are thrilled to offer Tracxion Drive's unique capabilities to the Genesys partner ecosystem," says Phil Smith, QPC CEO. "With our real-time integration, organisations can now leverage the best multi-channel data to drive incremental resourcing efficiency gains through enhanced WFM/WEM performance."

QPC's application, Tracxion Drive is now compatible with Genesys Cloud CX, an all-in-one composable solution that helps organisations offer frictionless and connected customer and employee experiences. As a modern, API-first experience orchestration platform, Genesys Cloud CX enables organisations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimisation.

To learn more about the specific features and benefits of Tracxion Drive visit our AppFoundry listing.https://appfoundry.genesys.com/filter/genesyscloud/listing/83fa202f-c705-4892-a5b5-7cdde9ab7586

About QPC:

Industry leader in contact centre and customer experience solutions for over 30 years. Our expertise helps contact centres worldwide overcome challenges, transform operations, achieve higher customer satisfaction and drive business growth. A trusted strategic partner for elevating customer interactions and exceeding operational goals

https://www.qpc.com

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SOURCE QPC

Genesys Cloud Reaches Nearly $1.3 Billion Annual Recurring Revenue in Third Quarter of Fiscal Year 2024

Genesys Cloud Reaches Nearly $1.3 Billion Annual Recurring Revenue in Third Quarter of Fiscal Year 2024

Company continues strong global growth with more than 40% of revenue coming from outside of North America during the quarter

Genesys®, a global cloud leader in AI-powered experience orchestration, today reported the results for the third quarter of its fiscal year 2024 (Aug. 1- Oct. 31, 2023). The Genesys Cloud™ platform ended the period with nearly $1.3 billion annual recurring revenue (ARR)i, growing approximately 50% year-over-year. This strong performance was driven by robust growth across all regions, led by Europe, Middle East and Africa (EMEA), where Genesys Cloud revenue increased 60% year-over-year. As a result, more than 40% of total Genesys revenue during the quarter came from outside of North America.

Adoption of Genesys AI rapidly accelerated throughout the quarter, highlighted by the growth of Genesys Cloud Native Bots with usage for digital bots up nearly 4X and voicebots up nearly 5X year-over-year. Notably, customer usage of Auto Summarization for Agent Assist grew 3X during the quarter. In addition, the number of digital interactions on the Genesys Cloud platform maintained an upward trajectory, growing nearly 3X year-over-year. To help organizations meet rising customer expectations, Genesys continued its fast pace of innovation by releasing 30 new AI features during the period focused on further strengthening its generative, conversational and predictive AI capabilities.

To meet growing demand around the world, Genesys announced new availability in four additional Amazon Web Services (AWS) Regions. This includes adding AWS Europe (Zurich), AWS Asia Pacific (Osaka) and AWS Middle East (UAE) Regions as full-service Genesys Cloud regions and offering satellite availability to the AWS Asia Pacific (Singapore) Region. With availability in 20 AWS Regions, Genesys Cloud will enable more organizations in highly regulated industries to implement controls aimed toward data residency, security and compliance requirements while creating differentiated customer and employee experiences. Additionally, Genesys continues to expand its regional government security certifications, most recently adding ENS High Certificate, IRAP Protected and StateRAMP Authorized. To accelerate growth and innovation, the company opened a new R&D center in Budapest, continuing to expand its development focus on AI, digital and journey management.

“Expectations for empathetic experiences transcend borders and no company has enabled organizations across the world to rise to the occasion like Genesys,” said Tony Bates, chairman and CEO of Genesys. “The remarkable growth we’ve achieved across the globe is a result of the increasing demand for the AI-powered experience orchestration capabilities of Genesys Cloud and its transformative ability to create the best personalized experiences for deeper, more meaningful relationships that drive loyalty and business outcomes.”

Bates continued, “The strength of our global presence and market-leading innovations put Genesys at the forefront of delivering the future of employee and customer experiences today. Whether an organization operates in a single country or has multinational presence, Genesys makes the possibility of the experience limitless.”

Key business highlights during the third quarter include:

Enabling Customer Success

During the period, the number of customers on Genesys Cloud surpassed 5,300, including more than 850 organizations that have evolved from Genesys on-premises solutions. New and expanded customers include Electrolux Group, LKQ Euro Car Parts, LG U+ and many others. Highlighted customer stories include:

Eesti Energia, an international energy company owned by the Republic of Estonia, is unifying its contact centers across five countries, while driving greener operations from a smaller IT footprint and delivering exceptional service on Genesys Cloud. The company quickly saw results from the migration, including IVR changes completed in minutes rather than hours to days. Intending to improve forecasting, training and quality management, the company is also looking to implement Genesys Workforce Engagement Management.

Electrolux Group, one of the world’s biggest home appliance manufacturers, launched a new strategy on Genesys Cloud using Genesys Predictive Engagement and Agent Assist. After deployment, Electrolux experienced improvements in first-call resolution and employee satisfaction, and saw a 20% reduction in call and email traffic and a 25% drop in average handle time.

LG U+, one of the top three telecom companies in Korea, is in the process of migrating its 6,000 customer service agents to Genesys Cloud. Through this migration, the company seeks to evolve its contact center into a future-proof environment that can quickly adapt to ever-changing customer needs, delivering personalized customer experience and a full suite of experience orchestration capabilities to LG U+ customers.

SKY Perfect Customer-relations (SPCC), a BPO company in Japan known for managing customer centers for the subscription-based multichannel broadcasting service “SkyperfecTV!”, is advancing its customer service capabilities by integrating Genesys Cloud. With this implementation, SPCC not only aims to improve its high-quality contact center operations but is also considering the possibility of selling its in-house product, the TALKZ script creation tool, through the Genesys AppFoundry® Marketplace.

Stanley Steemer reduced its IT infrastructure costs by as much as 70% by migrating to Genesys Cloud. Now, the company is expanding its capabilities and integrating speech and text analytics and voicebots to improve the speed at which its customers are served, as well as additional Genesys Workforce Engagement Management features for a better employee experience.

Industry Recognition

Genesys continues to be lauded as an industry leader for its customer enablement, innovation and culture. Recent recognition includes:

About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

©2023 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCXNow and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

i Annual Recurring Revenue (ARR) is defined as Genesys Cloud quarterly revenue multiplied by four ii Reflects Q3 average displacement per business day. iii Adjusted EBITDA represents Earnings before Interest, Taxes, Depreciation & Amortization, plus other adjustments such as one-time expenses, restructuring charges and stock-based compensation expense iv IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment, Doc #US49988023, November 2023 v Omdia, Omdia Universe Customer Engagement Platforms 2023-24, October 12 2023 vi Frost & Sullivan, Frost Radar™: Workforce Optimization Solutions, 2023 report, September 2023 vii Frost & Sullivan, Frost Radar™: Enterprise Cloud Contact Centers in North America, September 20, 2023

Janelle Dickerson Genesys Janelle.Dickerson@Genesys.com

Method Communications genesys@methodcommunications.com

View source version on businesswire.com: https://www.businesswire.com/news/home/20231214659325/en/