November 16, 2018
I see more and more customers choosing to go with hosted solutions as their older phone systems become obsolete and need replacing. The decision to choose hosted reporting and management applications is predictable given the common benefits - a predictable monthly cost and a consistently up-to-date, feature-rich experience.
We've seen a major change in how customers are using hosted telephone systems. While hosted users typically had limited requirements in the past, I now regularly see complex call routing, IVRs, queues, hunt groups, etc., with many customers extensively using features that were previously solely the domain of fully-featured on-premises equipment.
Mirroring this shift, we see a corresponding shift in customer needs on the reporting and management-side as well. Where relatively basic call detail reporting sufficed for smaller organizations in the past, many are now reaching for in-depth call quality metrics, analytics, and modelling previously reserved for the largest, Enterprise-sized organizations. Reliability is also becoming more and more of a concern, as businesses rely more heavily on the data for day-to-day business decisions.
These Enterprise-level reports and features have been built-in to Genesis software since 1984, and continue to be developed as customers need more and more specialized features. Our earliest customers were large Enterprises, and although we service businesses with only a few phones (and all those in between), we've always maintained that our customers should all have Enterprise-level features and reliability.
Contact us for more information on why Genesis is your Enterprise Solution, whether your Enterprise has 5 or 50,000 phones.