Genesys: a must-see? In Meudon, a meeting of a very exclusive club

For almost seven years, within a little-known club, large companies have been sharing their tips and best practices for improving the performance of their call centres. What they all have in common is that they are equipped with Genesys, the dominant software publisher in large customer relationship organisations, where they sometimes have between 6,000 and 10,000 licences. When 10,000 customer advisors and employees from the same company are working on the same tool, which you want to connect via an API with a third-party software publisher, a user club that is independent of the publisher can be a great help! With its dominant position in the banking, insurance and telecoms sectors, the American software publisher sometimes causes a few cold sweats: while some companies have been equipped for years with on-premise solutions (managed and maintained on site, within IT departments), Genesys will stop maintaining these architectures in 2028, offering only cloud licences. The alternative is therefore simple for an insurer or a media channel : switch to the cloud version at its rates or migrate to another publisher. Which one? To date, only one French publisher has won a tender and[...]