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On March 15, 2023¹, Genesys announced their decision to discontinue the sale and renewal of new licenses for several of their products:
Genesys Multicloud CX™
Genesys Multicloud CX™ private edition
Genesys PureConnect
PureConnect Premise
PureConnect Subscription
PureConnect Cloud
Genesys Engage
Genesys Predictive Engagement on Genesys Engage on-premises
Genesys Engage Cloud
Genesys Engage Multicloud
If you’re a current customer of one of these Genesys solutions, here’s what that means for you:
Genesys will be attempting to migrate you over to one of their cloud solutions within the next two years. Releases and upgrades to their legacy products will halt on December 31, 2023,² and maintenance and support will end on June 30, 2025³.
During this shift, you will experience disruptions and additional burdens, as well as rip-and-replace cost implications associated with this EOL.
Alternatively, it’s the perfect time to explore what other solutions are out there — specifically, other solutions that have been born in the cloud, built on modern micro services architecture and with AI at their core.
Experience the Dialpad difference
Dialpad's Ai Contact Center is the world’s most advanced omnichannel contact center, offering Ai-enabled digital, inbound, and outbound voice capabilities designed to deliver excellent customer outcomes.
But you don’t have to take our word for it — we recently commissioned Forrester Consulting to conduct a Total Economic Impact analysis, which examined the cost savings and benefits our customers can expect.
The results⁴:
Investment payback in fewer than 6 months
30% quicker handle time for support teams
40% more sales calls per rep
20% reduction in average handle time for contact center agents
50% decrease in post-call admin work
More than $13 million dollars of financial benefit over 3 years
The transition to the cloud [with Dialpad] was really about creating flexibility. Improving data analytics was also one of the top priorities for us, as well as integrations.
Jeanna Bash
Director of Enterprise Applications at RE/MAX
Meet Dialpad Ai Contact Center
Cloud-first: What’s the difference?
There are three major areas that legacy contact centers and truly cloud-first contact centers differ: Innovation & agility, IT support & security, and mobility.
On-premises | Cloud | |
|---|---|---|
Innovation & agility | Subject to lengthy upgrade, expensive migration roll out. | Continuous innovation, weekly incremental upgrades to the latest version thanks to microservices architecture. |
IT support & security | Rely on dedicated IT teams to maintain the equipment, keep the network running, and make any changes or improvements to the system. | Fully managed by CCaaS providers on hyper-scale Public Clouds infrastructure (e.g. Dialpad is built on GCP) with state-of-the-art security practices. |
Mobility | Can only be accessed on-site or through a VPN from company computers. | Can be accessed via the internet from any device. |
A cloud-first contact center gives you access to the latest technology, at a fraction of the cost and with ongoing maintenance and upgrades included. You can scale up and down as needed with ease, and your system can integrate easily with third party systems via open APIs. And that’s just the basics.
If you’re still not sure whether a cloud-first contact system is right for your business, we’d love to give you a product tour of Dialpad.
With Dialpad, we can set up a new call center in 10 minutes from anywhere. We have the flexibility to manage our call center on our own and it’s easy.
MIKE MONTEIRO
Communications System Manager at Education First | World leader in education with 10,000+ employees
Helpful resources
Talk to a contact center migration specialist
Get in touch with our sales team for a no-obligation consultation on how Dialpad can seamlessly transition your contact center to the cloud, ensuring minimal disruption and maximum value for your business.