I have been battling with something heavy recently...
I am not very clear on the value of letting Genesys expand into the omni channel, predominantly dominated by Salesforce and, now, ServiceNow. I am starting to suspect that by retaining non-legacy functionality outside Genesys, we can provide much more value and functionality to our clients.
This bring me to the whole Genesys conundrum: Genesys does have millions of features, but what it the point when majority of the activity is now done outside Genesys? As consultants many of us make money on supporting the product, but we are getting paid by the customer. So perhaps we should be supporting the client and not the product? I am unsure where exactly this will lead, but I think it would be amazing to start a group that examines different ways of combining Genesys with other platforms to provide the best possible outcome for the user as well as ourselves.
In my constant quest to improve our client opportunities, I was thinking about offering hybrid environments to our existing customers. Something in a form of current Genesys framework for existing clients and Bright Pattern or some other solutions for an overflow and expansion outside the normal voice.
For example, Watson or Lex or even Einstein: I do not see the value in integrating it with Genesys framework as opposed to Salesforce / SNOW: Everything would be much closer to data if I would connect directly with CRM vs. via middleware.
Or, perhaps, using Amazon Kinesis to provide screen and voice recording?
Overall, maybe I am late to the game, but I feel that it is not about pushing Genesys anymore, but about putting several of this solutions together and instead of passing on the revenue from the obvious overlap to the vendors between Genesys and Salesforce, Genesys and Verint, Genesys and Cisco, focus on re-funneling that revenue to us, the consultants, by using our knowhow of different product to limit them to where they serve best and develop the tools that link them together?
What do you think?
