Genesys™ Multicloud CX & PureConnect
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Transcript of Genesys™ Multicloud CX & PureConnect
End of Sales for On-Premises Perpetual Licenses Announcement
August 3, 2021
On-premises products
Genesys™ Multicloud CX & PureConnect
Page 2 of 10
Contents
End of Sale of Perpetual Licenses for on-premises products .................................................. 3
Overview ................................................................................................................................... 3
Details ....................................................................................................................................... 3
Frequently Asked Questions ...................................................................................................... 5
About Genesys ......................................................................................................................... 10
Page 3 of 10
End of Sale for Perpetual Licenses
Last Updated: July 29, 2021
Overview
Effective February 1, 2022 Genesys will offer only subscription licensing for on-premises
deployments of Multicloud CX and PureConnect; perpetual licenses for the following products
will no longer be offered.
Genesys Platform Release End of Sale of Perpetual Licenses
Genesys Multicloud CX (formerly Engage) on-premises solutions
All January 31, 2022
PureConnect on-premises solutions All January 31, 2022
Details
Related Documents
The following documents can be found on Genie:
End of Sale of Perpetual Licenses for on-premises products (PPT)
End of Sale of Perpetual Licenses for on-premises products (PDF)
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Supplemental Information
Customers who have purchased perpetual licenses for Multicloud CX or PureConnect still will be
able to use these products after February 1, 2022 at licensed capacities.
Customers may renew maintenance contracts for perpetual licenses to continue receiving
support for and updates to Multicloud CX and PureConnect.
Customers who need to expand their Multicloud CX or PureConnect systems after February 1,
2022 may do so by purchasing additional subscription licenses. There is no need to convert
existing perpetual licenses to subscription licenses.
Subscription licenses include product use, support, and updates during the subscription period.
Subscription licensing also offers a range of premium support and professional services
options.
Genesys introduced subscription-based licensing for premise products in 2017 to lower up-front
cost, allow more favorable accounting treatment, and increase licensing flexibility.
For more information on the End of Sales for Perpetual Licensing and migration options, please
contact your Genesys account representative.
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Frequently Asked Questions
Why is Genesys announcing an on-premises perpetual last sale date?
Global disruptions are exposing weakness in the on-premises model. Genesys believes cloud is the right direction of the market to meet these changing needs. On August 3, 2021 Genesys is announcing January 31, 2022 as the last sale date for on-premises perpetual products.
• For customers that need a little more time to migrate to the cloud, Genesys Subscription provides a graceful transition
• Customers can add subscription licenses to their existing on-premises environment to extend functionality
• The subscription offer allows customers to start consuming their on-premises solution in the same way they will consume their future cloud solution
Please contact your Genesys account team with any questions.
What does the last date to purchase Multicloud CX (formerly PureEngage on-premises)
and PureConnect on-premises perpetual products mean?
The last date to place an order is also called the end of sale date, or EOS. This means that after
a certain date no new or additional Multicloud CX or PureConnect on-premises perpetual orders
will be accepted. Genesys is announcing the last date to place an order for Multicloud CX and
PureConnect on-premises perpetual products is January 31, 2022. As of February 1, 2022, no
new or additional on-premises perpetual orders will be accepted. Customers may buy
subscription licenses to use on their existing on-premises platform until they transition to the
cloud with Genesys.
Is this an end of life for Multicloud CX and PureConnect on-premises perpetual
products?
This is not an end of life. Customers with Multicloud CX and PureConnect on-premises
perpetual products with a valid maintenance agreement will continue to receive support and
upgrades.
Note: General end of life announcements for specific product versions will continue as standard
Genesys practice.
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What are the options for Multicloud CX and PureConnect on-premises perpetual
customers that wish to continue using Genesys technology?
Genesys deeply values the lasting relationships with all customers and will work with customers
to help accelerate migration to Genesys Multicloud CX or Genesys Cloud CX. Subscription
licensing is also available if on-premises remains a priority deployment model.
Can existing customers buy additional Multicloud CX or PureConnect on-premises
perpetual products to extend an existing installation after the last sale date?
No. The last date to purchase Multicloud CX and PureConnect on-premises perpetual products
is January 31, 2022. As of February 1, 2022, no new or additional on-premises perpetual orders
will be accepted. Customers may buy subscription licenses to use on their existing on-premises
platform until they transition to the cloud with Genesys.
Can an existing customer upgrade Multicloud CX or PureConnect on-premises
perpetual products after the last purchase date?
Genesys encourages customers to run the latest versions of software unless there are specific
implementations that require earlier releases. A Multicloud CX or PureConnect on-premises
perpetual customer with an active maintenance contract will remain eligible for upgrades per the
terms of their maintenance agreement.
Note: Please be aware of any product prerequisites that may come from an upgrade and
purchase those products prior to the January 31, 2022 last sale date, especially if upgrading for
new functionality.
Can existing customers buy additional Multicloud CX or PureConnect on-premises
perpetual products as part of a maintenance renewal?
No. The last day to purchase Multicloud CX and PureConnect on-premises perpetual products is
January 31, 2022. As of February 1, 2022, no new or additional on-premises perpetual orders
will be accepted. After January 31, 2022, customers may buy subscription licenses to use on
their existing on-premises platform until they transition to the cloud with Genesys. At time of
renewal, Genesys will discuss migration plans to cloud or subscription solutions but will
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continue to offer maintenance renewal contracts for the existing on-premises perpetual estate if
that remains a priority deployment model.
After the last purchase date can existing customers buy additional on-premises
perpetual products if necessary for a Professional Services engagement?
No. The last date to place a Multicloud CX and PureConnect on-premises perpetual order is
January 31, 2022. As of February 1, 2022, no new or additional on-premises perpetual orders
will be accepted. Please work with your Genesys team to understand any product requirements
that are part of the PS engagement and plan accordingly.
Is Latitude by Genesys included in the on-premises perpetual last sale date
announcement?
Yes. The last date a Latitude by Genesys on-premises perpetual product can be quoted is
December 31, 2021. The last day to submit an order for Latitude by Genesys for an on-premises
perpetual platform is January 31, 2022. All terms and dates noted in this FAQ apply for Latitude
by Genesys.
Is Decisions by Genesys included in the on-premises perpetual last sale date
announcement?
Yes. The last date a Decisions by Genesys on-premises perpetual product can be quoted is
December 31, 2021. The last day to submit an order for Decisions by Genesys for an on-
premises perpetual platform is January 31, 2022. All terms and dates noted in this FAQ apply
for Decisions by Genesys.
Can Multicloud CX and PureConnect on-premises perpetual customers still renew their
maintenance agreements after the last sale date?
Yes. Genesys will continue to offer maintenance renewals for Multicloud CX and PureConnect
on-premises perpetual customers on their existing deployment after the last sale date. No
additional sales of on-premises perpetual products will be allowed. At time of renewal, Genesys
will discuss migration plans to cloud or subscription solutions but will continue to offer
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maintenance renewal contracts for the existing on-premises perpetual estate if that remains a
priority deployment model.
Will Genesys allow multi-year on-premises perpetual renewal terms after the last sale
date of January 31, 2022?
Genesys practice today is to renew on-premises perpetual customers to a one-year contract
while making sure customers are considering moving to the cloud or subscription.
Will a Multicloud CX or PureConnect on-premises perpetual customer migrating to
subscription need to purchase any additional hardware?
Please contact your Genesys account team with any questions.
Can both on-premises perpetual and subscription licenses exist in the same
deployment?
Yes. On-premises perpetual and subscription licenses can co-exist in the same deployment.
Please contact your Genesys account team with any questions.
Can both on-premises perpetual and cloud exist in the same deployment?
Yes. On-premises perpetual and cloud licenses can co-exist in the same deployment. Please
contact your Genesys account team with any questions.
If a customer is interested in migrating does everything need to transition at once?
No. On-premises perpetual, subscription licenses, and cloud licenses can co-exist in the same
deployment. Please contact your Genesys account team with any questions.
What if a customer’s budget cycle does not allow them to “pre-buy” on-premises
perpetual products prior to the last purchase date?
Please contact your Genesys account team with any questions.
Page 9 of 10
If a Multicloud CX on-premises perpetual customer moves to subscription is BDS
(Billing Data Server) required for product usage tracking?
No. Genesys subscription offers a “seasonal license” component to help customers plan for
peak usage periods in their subscription contract term so installation of BDS is not required.
Please contact your Genesys account team with any questions.
Note: BDS collects measurements from customers based on their usage and relays that data
back to Genesys for counting/billing purposes
Will a customer receive any credit or financial incentive to move from Genesys on-
premises perpetual to Genesys cloud or subscription offers?
Please contact your Genesys account team with any questions
How does the on-premises perpetual end of sale announcement impact rentals?
Rental orders will no longer be accepted as of January 31, 2022. Rental customers should
transition to Genesys Multicloud CX, Genesys Cloud CX, or Genesys Subscription when their
current rental agreement expires.
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About Genesys
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for
organizations in over 100 countries. Through the power of the cloud and AI, our technology
connects every customer moment across marketing, sales and service on any channel, while
also improving employee experiences. Genesys pioneered Experience as a Service℠ so
organizations of any size can provide true personalization at scale, interact with empathy, and
foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and
the world's leading public cloud contact center platform, designed for rapid innovation,
scalability and flexibility.
A global company with global diversity
Spanning over 100
countries, we cover a
lot of ground.
Maybe one day we’ll get
Antarctica, but until then
we have the other
continents covered.
Genesys employees work
together to create the best
customer experiences.