Discussion Thread View
Expand all | Collapse all

Optimizer replacement?

  • 1.  Optimizer replacement?

    GCAP Member
    Posted 09-14-2020 15:20
    Have you heard if Optimizer will have a new version or new technology? Our IT manager thought they heard there would be a new WFM solution at some point?

    Conor Twomey
    Arbella Service Company, Inc. and its Affiliates

  • 2.  RE: Optimizer replacement?

    Posted 09-15-2020 15:26
    Edited by Cameron Smith 09-15-2020 15:26
    Hi Conor,

    Thanks for reaching out.

    As part of the R4 2020 Release, we are planning to make new Workforce Engagement capabilities available from Genesys Cloud to our Connect customers. This will take the form of hybrid technology. This means your Connect deployment integrates with Genesys Cloud to give you access to, not just Workforce Engagement capabilities, but also capabilities like AI and Digital Channels.

    The benefits of utilizing this hybrid technology include:

    • Faster innovation in high velocity areas like Digital and AI
    • Investment protection for deployed PureConnect capabilities like voice or integrations
    • Superior business outcomes through AI-powered Journey Optimization
    • Continued investment in PureConnect voice upgrades, backups, testing, operations, data centers and more.

    For the upcoming release in R4, we are focused on Voice Interactions for that Workforce Management use case. This is part of a larger set of Workforce Engagement capabilities being made available to customers on the Connect platform from the cloud. We will be publishing a lot more detail as we get closer to the R4 release.

    Please stay tuned for more information in later months. In the meantime, you can get some background on Genesys Cloud Workforce Management capabilities by visiting the resource center here: 


    If you have any questions or would like to discuss further please reach out.

    Have a great day!

    Cameron Smith
    VP, Product Management - Workforce Engagement Management