‘Genesys has always been a channel focusedorganization’- Avanti Misra, Director Channels

In a conversation with DQ Channels Avanti Misra, Director Channels – India, SAARC
and Asean at Genesys shares the channels strategies of Genesys for 2k18.

India and Asean Challenges

How much business is direct to channel for Genesys?

Genesys hasalways been a channel based organization. 50% of the business is led bychannel and 100% is executed by channels. Genesys India believes that true scale and coverage is only possible with a strong partner GTM. Hence to strengthen this business model, Genesys started ramping up its investments in an in-country partner team to manage and grow strategic partnerships..

What are the main verticals where Genesys makes its fine presence?

Our main motive is to basically drive scale with the existing partners and create new ones to fill the coverage gaps. We map skilled and experiencedpartners to various verticals. There are partners who manage the enterprise segment as well as the midmarket.
Some of Genesys’s partners Top SIs like Dimension Data, IBM, Wipro, Orange Business Services, AGC Networks, TCS &Mid-Market Partners like Smart Connect, CS Infocomm, VIS Networks, Moksa Technologies as well as Services Partners like Cognizant, Accenture, Infosys

What sort of traction you are looking at government and hospitality?

That’s an area of focus for Genesys this year; building up the opportunity in the government sector. The potential in Government and Hospitality inthe CX market is rising in India now. Over the years CX was just treated more as a voice channel but noworganizationsare realizing that they need to lead with digital  and omnichannel.

What will be the key focus areas for next 12 to 18 months for Genesys?
Our key focus area is to develop the new markets, both from geographic coverage as well as vertical focus. The existing CX users will adopt the Omni channels story and elevate the game; that’s a large market. But more importantly we are going after the mid market because that is where the next big leap for CX is. We are also looking at working with service providers to host our solution and offer the cloud story in the country. Not to mention,  we are definitely going after the government space; we see a lot of opportunity with ERS, Smart Cities and other government projects.For the time being, that’s the plan. And we are aligning strategic partnerships to grow in this space.


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