The Milestone Comes at a Good Time to Support Much Needed Improvements in CX, EX, and IT System Modernization
The News: The Genesys Cloud CX platform now has Federal Risk and Authorization (FedRAMP) authorization at the Moderate Impact Level. According to Genesys research, more than two-thirds of government agency CX leaders plan to implement a CX platform that can integrate systems within the next 2 years. The FedRAMP-compliant Genesys Cloud CX would enable a secure move to the cloud and offer the benefits of improved CX, improved EX, and IT system modernization.
“Government agencies are under tremendous pressure to modernize their infrastructure to provide personalized, empathetic experiences, all while facing limited budgets and compliance mandates unique to the public sector,” says Olivier Jouve, Chief Product Officer at Genesys. “Genesys Cloud CX provides the secure and compliant, open platform they need to meet the changing needs and increasing expectations of their customers.” See the complete Press Release from Genesys here.
FedRAMP Authorization Achieved for Genesys Cloud CX
Analyst Take: The Genesys Cloud CX platform has achieved FedRAMP authorization, which means that for those government agencies considering a move to a cloud-based CX orchestration platform, they have a secure and compliant option. Genesys Cloud CX is a robust platform, offering state and federal agencies access to digital, voice, AI, workforce engagement management (WEM), analytics, and unified communications and collaboration (UCC) capabilities that support orchestrating CX across touchpoints.
FedRAMP is a government-wide program that promotes the adoption of secure cloud services across the federal government by providing a standardized approach to security and risk assessment for cloud technologies and federal agencies.
This FedRAMP authorization comes at a good time and should offer a boost to Genesys’ efforts in the government sector for the following reasons:
- CX is playing an increasing role in the Biden administration’s agenda and over the past year there has been CX-focused hiring, organized CX departments, and funding initiatives. In March 2023, the White House submitted a budget proposal for fiscal year 2024 requesting more than $500 million in additional funding to hire personnel and support various CX programs across federal agencies. The proposal, which is in line with the executive order issued by President Biden in December 2021 calling on the government to transform CX and service delivery to the people, also seeks to modernize services, reduce administrative burdens, pilot new online tools and technologies, and improve agency capacity to improve service delivery.
- CX is lagging. Of course, the stories of poor service at the DMV, IRS, or other government agencies are legendary, although likely a bit exaggerated at times. However, there are deep problems with the current state of modernization, particularly when it comes to CX and citizens’ ability to interact seamlessly across digital channels. There is also a trust issue with citizens who are faced with difficulties finding the services they need and overly-complicated procedures.
- EX is lagging. The government sector is still struggling with staffing shortages and increased workloads. Recent research shows more than half (52%) of government employees say that they are burned out from their jobs, which is notably higher than their private sector counterparts (46%). This rate has fallen from last year when it was 56% but is still concerning as worker departures are expected to continue. One-third of the government workforce (33%) plans to leave their jobs in the next 12 months. The planned departure rates are even higher for younger workers (43%) and lower-income workers (44%).
- Solid differentiator. It is not clear how broad the Genesys government customer base is. The release states that the company supports the State of Missouri, NAVAIR, a state unemployment agency, and others. FedRAMP should lower some of the barriers for approval and potentially spur more agencies to seriously look at implementing a cloud CX platform such as the Genesys offering. A perusal of the FedRAMP Marketplace has several technology providers considered to be in the much broader CX market ecosystem, such as eGain, Medallia, and Qualtrics as well a few others that are in process. However, there are currently only a few that would be considered in the same CCaaS category as Genesys.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
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Image Credit: Genesys
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
