UJET has cast doubt over whether Genesys can support complex CCaaS implementation projects in a new campaign to prospective customers.
In an email, UJET promises Genesys customers “TRUE Multicloud Flexibility & Innovation” with its new CCaaS proposition, built in partnership with Google Cloud.
Yet, the tone of the email is a little brash, perhaps crafted to induce panic among Genesys customers, which do not harness its one remaining CCaaS solution: Genesys Cloud CX. It states:
Begin your Genesys migration on your terms, rather than waiting for another announcement of EOL, further cuts, forced migrations, or product limitations.
While the “forced migration” may cause concern, Genesys has promised to serve all its multi-cloud customers until the end of their contracts.
Furthermore, the vendor committed to providing maintenance and support for all its Genesys Engage on-premises.
Yet, Genesys CEO Tony Bates suggested that the vendor’s future lies with its public cloud solution. Indeed, in a blog, he stated that it is “going all in” and “putting the full force of the company behind Genesys Cloud CX.”
So, perhaps the writing is on the wall for Genesys Engage too – as it was for PureConnect, its single-tenant CCaaS platform, earlier in the year.
UJET seems to sense this, greeting the news with a series of hard-hitting claims. These include:
- Genesys will no longer support Multicloud CX and PureConnect, leaving customers with no choice but to migrate.
- Genesys Cloud CX runs on AWS only, limiting both the resiliency and future portability of your cloud contact center.
- Genesys’ ability to continue handling large, complex CX deployments is now in question – which is why customers are switching to UJET and Google Cloud.
The final suggestion that Genesys will struggle to handle complex CX deployments is debatable. Indeed, most of its leading competitors in the space – including NICE, Talkdesk, and Five9 – also only offer a single-cloud proposition, each deployed across many large enterprises.
Yet, multi-cloud solutions are often ideal for companies wishing to make a more incremental approach to cloud migration. These typically include large enterprises, which are more hesitant to move away from heavily customized legacy solutions.
Why? Primarily because it allows them to operate in a hybrid mode a little more easily.
Has Genesys Opened the Door for UJET, Cisco, and Others?
As reports suggest that the departure of Google Multicloud CX will impact only two percent of the Genesys customer base, it is easy to glance over the news.
However, much of its significant on-premise base has yet to switch to the cloud, and by taking away Multicloud CX, Genesys seems to restrict its migration options.
Moreover, the timing of the move seems strange as its multi-cloud offering appeared a logical solution to target the Avaya on-premise base with. After all, Avaya works with a who’s-who of travel, finance, and government brands, many of which will likely prefer a more tentative approach to the cloud.
As such, Multicloud CX would seem like a natural transition point. Now that it is unavailable, it limits options for enterprise customers who want a premise-based solution that they can control and put in a cloud, such as Azure or Google Cloud.
UJET can perhaps capture this opportunity, as can other multi-cloud vendors – including Cisco – which is also likely to be chomping at the bit.
A Disruptive Time In the CCaaS Space
The macro-environment for many CCaaS vendors is challenging. For instance, lengthening deal cycles are likely restricting revenues as companies look to contain costs amid a worsening economic backdrop.
Hopefully, such trends are only a temporary barrier for CCaaS vendors to face. Indeed, some predict that the market will double in size within the next five years.
Yet, many global tech giants are entering the market too. Google’s recent entrance – in tandem with UJET – caused ripples, as did Microsoft and Zoom launching platforms earlier this year.
As such, expect lots more movement within the fast-paced market. Even the likes of Five9 – which has impressed in exceeding revenue expectations – has faced a tumultuous period following the departure of former CEO Rowan Trollope.
Such a story shows just how difficult the market is to predict.
Yet, Genesys is hedging its bets on its Cloud CX platform, funnelling all its energy into the solution in a bid to stay at the top of the pack – a position certified in the 2022 Gartner Magic Quadrant.
Will its strategy work? Many will have doubts, with the likes of UJET fanning the speculation flames. Yet, only time will tell.
