Do you want to unleash powerful customer experiences? Picking the right cloud contact center solution provider is key when making critical call center decisions. View this slideshare. It will help you evaluate the following: How do you maintain business continuity when your enterprise applications are hosted in the cloud? What cost savings are you likely to realize through a cloud-based model? How can you maximize flexibility and agility for your business, as needs change? How do you manage security and compliance? Get the FORRESTER RESEARCH REPORT: Manage The Cross-Touchpoint Customer Journey http://gsys.co/VGFfq

1. Supporting Customer Journeys
and Your Business with a Cloud
Contact Center
eBook

2. HOSTED SOLUTIONS
COMPANIES ARE
ACCELERATING MOVEMENT
Contact Center Applications Are Going to the Cloud
Frost & Sullivan / Sept 2014 Report
In Adding Value and Managing Change in Today’s Contact Center, the analyst firm found
that annual revenues from cloud solutions have already exceeded on-premises contact center
solution sales.
They forecast that hosted solutions in North America will climb from $2 billion in 2013 to $3.4
billion in 2018, at an 11.4% CAGR. They also found the movement from on-premises applications
fairly distributed across industry verticals, with a high adoption rate in industries such as financial
services and healthcare. To Frost & Sullivan, this validates the maturity of the Cloud model and
supports the case for its robustness.
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CLOUD ENABLES
INCREASED RESPONSIVENESS
Differentiate by Serving
Customers Better
Those companies who focus on end-to-
end journeys build significant competitive
advantage, reduce customer churn, and
differentiate their brand from competitors
seeking to take those customers away.
Supporting customers across the multiple
touchpoints of purchase, onboarding, account
management and issue resolution journeys
requires a rich platform of capabilities. It
means connecting with customers through
your website, on their mobile devices, from
your contact center and back office — with
personalized, assisted service. To accomplish
this, your organization must track and share
a single view of the customer to deliver
consistent and contextually aware experiences
across all channels — without customers ever
having to repeat themselves.
This increased level of responsiveness also
demands constant availability (uptime), low
customer effort (integrated systems), and
maximum trust (security).

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CAVEATS AND CONSIDERATIONS
Numerous Benefits Realized Through a
Cloud-Based Contact Center
First-Address Questions:
1 How do you maintain business continuity
when your enterprise applications are hosted
in the Cloud?
2 What cost savings are you likely to realize
through a cloud-based model?
3 How can you maximize flexibility and agility
for your business, as needs change?
4 How do you manage security and compliance?
Moving systems from on-premises to cloud
deployment requires several considerations
to ensure that, in all cases, your business
continues to operate as designed, and is able
to respond to changing requirements. Disaster
recovery, data security, and the flexibility
to adapt to a shifting business climate are
paramount when considering contact center
technologies and solution providers.

5. “The customer’s perception is your reality.”
Kate Zabriskie, in Forbes Magazine
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BUSINESS CONTINUITY
Competitors Are One Click Away
Contact Centers Are Complex Environments
The technologies and multiple integrated
systems involved in today’s modern contact
center are designed to maintain loyalty and
renewals — by simultaneously supporting both
customer service and online sales efforts.
The impact to loyalty and the cost of
disaster-caused downtime is significant,
when you consider lost agent productivity
and damaged customer value. The ‘hidden’
costs of downtime can include loss of your
competitive advantage and the related
long-term effects to your brand.
Competitive Pressures Never Cease
If your contact center is unavailable or
incapable of handling customer needs for
whatever reason — and a competitor is
available instead — chances are often good
customers will choose an alternative.
In today’s environment, your customers’
move to a competitor is only one click away.

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GEOGRAPHIC DISASTER RECOVERY
Enhanced Through Cloud Deployment
Global, Cloud-Based Solutions Hosting Should Span Multiple Regions
Maintaining instances of your contact center technology in multiple data centers provides geographic diversity — meeting your business
continuity needs.
Spanning data centers in distributed regions provides high availability (HA) of all critical components.
Core HA functionality is maintained through hosting your contact center applications in at least two different regions. Choose a solution provider
who maintains:
• Data center pairs in all global regions, including the Americas, EMEA and APAC
• Ensure that no single point of failure exists in the architecture, and that auto-failover of individual elements is part of the implementation
• Insist on a 99.99% uptime SLA
• Maintain strict access control policies, including role-based physical restrictions, environment logging and periodic audits, to protect both
security and privacy

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COST JUSTIFICATION FOR A
CLOUD CONTACT CENTER
Significant Financial Benefits
There are several primary cost
justifications for growing your business
through a contact center hosted in the
cloud versus deploying capabilities
on-premises:
Faster Time to Value:
Adding capabilities — especially those with
the potential to generate revenue — are up
and running sooner in a cloud contact center.
Supporting new digital channels is the perfect
place to start.
1 No Capital Expenditure (CAPEX):
Rather than procuring new equipment,
software and people to support growing
on-premises systems, a cloud deployment lets
you ‘pay as you grow.’
2 Assured Return on Investment (ROI):
Match the costs to scale and new capabilities
with the volume of customers you are servicing
and supporting. This provides a clear path to
return-on-investment for your contact center
modernization and expansion efforts.

8. “Gartner estimates that 45% of workers
today in the United States work outside of
the traditional office — some portion of the
week–and that contact center infrastructures
are best deployed as multichannel suites.”
1
Deloitte and Gartner
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MAXIMIZING FLEXIBILITY
AND AGILITY
Enterprises Focused on Innovation
Nimble Operations
Midsize companies represent the healthiest
sector of the economy, responsible for almost
half of global job growth1
. While your growing
enterprise is focused on innovation, you must
also keep your operations nimble — being
very responsive to customer needs. Delivering
great CX across customer journeys requires
the agility offered by the Cloud — companies
gain that agility by:
Supporting newly mobile customers
with a distributed workforce:
It is fast becoming a cloud-first,
mobile-first world. Studies show that 90%
of your customers are now likely to be on
a smartphone when they reach out to you.
And thanks to cloud-based applications and
IP telephony, your workers can be distributed
globally — even working from home.
Maximizing time-to-value as new
capabilities are added:
New features can be trialed or implemented
almost immediately. And cloud-based
deployment enables you to size contact
center up or down as needed — to address
seasonal volume and load fluctuation based
on bursts of activity, such as special promotions
or campaigns.

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IMPROVING EFFICIENCIES
Enterprises Focused on Profitability
Automating the Back Office While Enhancing Workforce Quality
Workforce management capabilities, agent monitoring, and coaching tools help you administer workload distribution and train employees. Based on
the kinds of inquiries and issues which come in to your contact center, you are able to continuously improve the quality of customer interactions.
Remember, touchpoints can involve voice, web, social, mobile or other channels, so driving greater satisfaction and loyalty means giving customers
connection choices.
Molding more effective employees through coaching keeps them happy as well, and helps you retain the human resources most likely able to help
you grow your business.
Stay Ahead of Advancing Technology
Constantly upgrading systems takes planning, people and process. With your contact center in the Cloud, you never have to worry about updates,
security patches or upgrading technology. Make sure that your solution provider keeps everything up to date for you automatically, and as needed
on a recurring basis.

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SECURITY AND
COMPLIANCE MANAGEMENT
Protecting Data, Privacy and Trust
Insist on Top Industry Certifications
The security of cloud services provided
is critical to continuously delivering great
experiences to your customers. It is also
instrumental in protecting the trust they
have placed in you for preserving the
integrity any personal, transactional or
confidential information.
Choose a solution provider who has
earned a wide portfolio of security
certifications and maintains data protection
standards, including:
• PCI DSS 3.0 Level 1: The highest
level of Data Security Standards by
the Payment Card Industry
• SOC 2 Type II: Certifying the
operating effectiveness of a Service
Organization’s Controls
• HIPAA Compliance: Compliance with
the Health Insurance Portability and
Accountability Act, the standard for
protecting sensitive health data
• US-EU Safe Harbor Registered:
Certifies adherence to the framework
developed by the Department of
Commerce in coordination with the
European Commission

11. SUMMARY
Flexible Capabilities and Financial Rewards
Deploying your contact center in the Cloud provides you with significant benefits, both in added
capabilities and in new efficiencies, to increase the caliber of your customer experience. Responding
to customers using multiple channels and new channel features puts pressure on you to maximize
the time-to-value of contact center enhancements. Yet, the ability to quickly modernize without
capital expenditures in hardware, software and people means that your costs vary only as needed,
to support your present levels of business.
It is important to pick the right solution provider based on some critical considerations. These
include ensuring business continuity, the ability to maximize business agility as you grow and needs
change and by supporting the requirements for maximum security and regulatory compliance.
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12. CLOUD SOLUTIONS THAT ACCELERATE
TIME TO VALUE & NEW REVENUE
WITH A FULL SPECTRUM OF CLOUD
SERVICES, UNLEASHING THE POWER OF
EXCEPTIONAL CUSTOMER EXPERIENCES
As the leading contact center provider in the Cloud, with thousands of customers, industry-leading certifications and
a global footprint of high availability data centers, Genesys has proven success across numerous industries and a wide
variety of customer segments.
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13. Genesys is the market leader in multi-channel customer experience (CX) and contact center
solutions in the cloud and on-premises. We help brands of all sizes make great CX great
business. The Genesys Customer Experience Platform powers optimal customer journeys
consistently across all touchpoints, channels and interactions to turn customers into brand
advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more
than 100 million digital and voice interactions each day.
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