Genesys customers were unpleasantly surprised that Interaction Marquee is becoming obsolete and not supported anymore, starting from October 12, 2021. Unfortunately, this product providing insights in real-time statistics is soon to become obsolete. We know as no other how vital access to real-time statistics is, so we feel obligated to inform all Genesys partners and customers about this not-so-public announcement.
As of July 31, 2021, Genesys announced the End of Life support for Interaction Marquee and the Interaction Web Portal for all Genesys PureConnect platforms, previously known as CIC or Customer Interaction Center. This affects the End of Sales (Last Order Date), End of Maintenance, and End of Support.
Microsoft has announced Silverlight End of Support [on July 9, 2019 --Ed.].
Because of this framework retirement, Genesys must retire the Interaction Marquee application. Customers on active maintenance contracts will be fully supported by Genesys till October 12, 2021.
Major versions affected by this EOL announcement
• CIC / Customer Interaction Center
• PureConnect On-premises
• PureConnect Cloud
No entitlement replacement is offered due to product retirement.
To maintain certain functionality, Genesys recommends IWP customers migrating to:
• Interaction Connect [Limited statistics --Ed.]
• Interaction Desktop [Windows application --Ed.]
• IC Business Manager (ICBM) [Windows application and limited customization --Ed.]
• CX Insights [Limited functionality and not production-ready --Ed.]
Q: Why is Genesys retiring these applications?
A: Interaction Web Portal (IWP) and Interaction Marquee have become technically obsolete. They are based on the Microsoft Silverlight development framework. Microsoft has announced Silverlight will reach End of Support on October 12, 2021. Because of this framework retirement, Genesys must retire the IWP and Interaction Marquee applications.
Q: Why is Genesys retiring these applications so soon?
A: Products based on third-party products or platforms are dependent on that vendor’s support, and are subject to the vendor’s product lifecycle. Interaction Web Portal (IWP) and Interaction Marquee are based on Microsoft’s Silverlight development framework. Microsoft has announced Silverlight will reach end of support on October 12, 2021, so Genesys will be unable to offer software patches, security updates or other fixes after that date. Redesign of these products using some other platform is not possible.
Q: What are customers’ options?
A: To maintain certain functionality, Genesys recommends IWP customers migrating to Interaction Connect and IC Business Manager (ICBM ).
This will affect a lot of essential work processes and stagnate day-to-day steering within a contact center. Especially now during and post-Covid, where more and more agents are working remotely, real-time insights into the performance of your contact center are more important than ever.
We are surprised that this announcement is not following Genesys PureConnect End of Life Policy, providing at least 42 months between announcement and actual End of Support.
From the original Microsoft announcement until October 12, 2021, is precisely 24 months and 20 days.
We, at 3Fiftynine, believe in a world where customers are provided with solutions that are future-proof, flexible to adapt to technology changes, and easy to use without hefty implementation fees. If you are looking for a solid alternative for Marquee, allow us to convince you in 3 minutes and 59 seconds.
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