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Avaya Integration with Genesys

Genesys Plus Avaya

Genesys Plus Avaya

Rumor has it that Genesys are considering buying the contact center and customer services elements of Avaya, including the business streams which sit within products such as Aura, Flare and the one-X communicator. SOFTEL’s experience with [Avaya], [Genesys], [Microsoft] and [CISCO] gives us a unique viewpoint on a future where many of these platforms may be combined.  Although Genesys may not be the only company trying to load up their shopping cart with Avaya goodies, we wanted to take a look at what’s in it for them…

There is the obvious acquisition of the associated Avaya customer base, which will no doubt put Genesys on a much stronger footing. And Genesys haven’t been shy about their growing relationship with Microsoft (Skype) either. But then there is the question of “…what next?”. How would Genesys look to converge technologies and platforms – and can they even do that? The short answer is yes – yes they can – because they already have…

We should not forget that Genesys has built its business on converging technologies and providing middleware where none previously existed. Genesys continues to invest in migrations to their Cloud offering, from their own and other providers premise-based, hybrid platforms and solutions. From their humble beginnings in providing a CTI Link between a PBX/Switch and Enhanced Routing, they certainly know how to combine and converge existing technologies onto a single platform. The Avaya “challenge” would be no more and no less complex for Genesys to achieve than the countless other interaction technologies, CRM solutions and Omnichannels they have combined into their CIM Platform in the past.

Genesys plus Avaya

Genesys plus Avaya

With premise, cloud and hybrid solutions available, the process of migration would also have its exceptions. Avaya (Aura) has some pretty darn good pre-baked solutions which would be welcome additions to the Genesys offering; Flare and one-X would bring new dimensions to desktops, apps and mobiles. The similarities of the platforms and their underlying components and products (including Microsoft’s [Skype for Business]) means there is already a standardization between them too; CM and CIM, Skype-ready, Messaging and eServices – even the reporting elements share common ground.

With a Genesys architecture that’s available on so many levels, it’s quite possible that existing Avaya customers would barely even notice the change in ownership, except for a re-branding on their desktop – and a swift move to Genesys’ growing Cloud!