Genesys eyes Canada for growth – Intelligent CIO North America

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Genesys Xperience 2024 earlier this year introduced the company’s Canadian channel partners as an increasingly strong growth component. Intelligent CIO spoke to Alex Lewis, Senior Director, Partner Sales, Genesys, about the company’s increased emphasis on the Canadian market.

What makes Genesys’ Canadian channel partners an increasingly strong growth component?

Our Canadian partners have a deep understanding of our Canadian customers across the breadth of their business. This allows our partners to provide wholistic consulting and guidance to maximize value from Genesys Cloud, our AI tools and our ecosystem integrations.

Many of our Canadian partners also have Salesforce and ServiceNow practices allowing them to provide a wide spectrum of services beyond just Genesys.

Our Canadian partners have longstanding trusted advisor relationships with their customers. That combined with their Genesys expertise and deep knowledge of the customers business is a plan for success.

How did the increased emphasis on the Canadian market come about?

The increased emphasis is really market driven. We’ve seen increased demand for Genesys Cloud across Canada including a number of large banks and government entities. The timing was perfect for Genesys to bring on a new leader in Canada, Michael Wiesblatt, who is based in Toronto. He has a nearly 20-year history in the CX space and has brought new energy and focus to the Canadian market.

What opportunities are partners who have made the move to the cloud seeing?

There are so many “new” things we can do together in the cloud that were either very difficult or impossible on-prem. We have a large ecosystem including large players like Salesforce to all the partners in our Genesys AppFoundry providing integrated solutions and add-ons to Genesys Cloud. This brings new services opportunities for our partners and allows them to deliver even better outcomes for their customers.

How is Genesys encouraging partnerships between itself and multiple partners around specific deals?

Our mantra on the North America Partner team is “All Partners, All the Time!”. Quite frequently, we’ll see multiple partners supporting and delivering a Genesys solution for a customer. We may have a GSI in the boardroom influencing global CX strategy, a VAR/SI selling the licensing and deploying Genesys Cloud, then another services partner integrating CX Cloud from the Salesforce side.

We focus on delivering the best outcomes for our customers and our partners, whether one or many, fold around that concept. Everything around our partner strategy is customer focused, customer first and our partners are all in to that goal.

What difference are the CX Cloud Agreement with Salesforce and new partnership with ServiceNow making to Genesys strategy?

Genesys is the hub for AI powered experience orchestration and it’s made more powerful through our alliances with Salesforce and ServiceNow. From the partner lens, we’re unlocking new opportunities to deliver additional value through our integrations and ecosystem alliances.

Are further such announcements expected?

At this time, we’re incredibly excited and focused on our current alliances.

What work is Genesys doing to co-ordinate engagement and skill share between the partners – in terms of high-level perspectives on their verticals?

We’re leading regular enablement and training sessions to ensure all our partners are prepared to deliver a successful Genesys Cloud solution.

Many of our partners are expanding their vertical focus and others are locking arms with other partners in a 1+1=3 scenario to deliver world class outcomes across verticals.

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Genesys eyes Canada for growth – Intelligent CIO North America

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