The Genesys Suite: Genesys renamed (again) and added to its core products. Genesys Cloud, better known as PureCloud, has been renamed Genesys Cloud CX. Genesys Engage, previously known as Pure Engage and Engage Multicloud, is now Genesys Multicloud CX. As usual, no change to Genesys PureConnect, previously known as CIC or that other platform.
New to the suite is Genesys DX, a standalone digital customer engagement offering. The founder of Altocloud credits the 2018 acquisition of Altocloud as the key to enabling this new unit. DX also leverages the recent acquisition of Bold360 and investments in AI. DX is about fostering digital-first and/or digital-only interactions.
The digital party is not new, and it is getting crowded. Several CCaaS providers are emphasizing digital-first/only engagements (Cisco, NICE, Talkdesk …), but there are also standalone solutions such as eGain, Glia, 24/7, Microsoft (Nuance), and LivePerson. It’s also a interspecies party with representatives from CC, CRM, sales, service, and marketing. #WorldsCollide
DX is a twist on CX, which is emerging as a more contemporary term for CC. I suppose it also applies to EX, especially if using digital agents (EDX?). DX can include CX, but not CC. CX includes CC and DX, but not EX. I might have all this wrong, but don’t worry, because Genesys will likely rename everything (except PureConnect) soon.