Program details

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AppFoundry gives partners, developers, ISVs, IHVs, VARs, and customers an unprecedented opportunity to market their solutions to the Genesys customer base. The feature-rich marketplace listing portal allows our customers to browse and search for new solutions that solve problems or add value in their Genesys environment. When customers express interest in a listing, the customer lead is captured and delivered directly to the listing party and the Genesys sales representative supporting that account. Genesys Marketplace program staff facilitates an introduction to the direct Genesys sales team.

Also, the program provides partners the opportunity to co-market their solutions at Genesys events, in webinars, in digital marketing campaigns, and to the press. Finally, the marketplace program provides a commercial model that allows third parties to directly compensate the Genesys Salesforce for sales of apps listed in the marketplace. Direct compensation for sales representatives helps foster alignment and collaboration with Genesys sales.

Objectives

The objectives of the AppFoundry Partner program are as follows:

• Improve Genesys’ customer experience and time to value.
• Provide ISVs, IHVs, VARs, SIs, and customers a clear path to market for solutions built on Genesys APIs, integrations, and anything that adds value to a Genesys environment.
• Provide customers easy access to an attractive and easily searchable catalog of partner solutions and/or Genesys-built integrations to third parties.
• Foster collaboration and alignment with Genesys sales.

Benefits

The AppFoundry ISV partner program benefits are as follows:

Tiered partner program

The tiered partner program features provide benefits at different levels, based on the aggregate gross revenue generated within the AppFoundry program. The aggregate revenue is defined as the sum of Genesys’ total gross billing to the end customer or reseller and the partner’s total gross billing to the end customer or reseller.

Joining the tiered program

To join the tiered program, perform the following:

• Partners must ensure that they have an application listed as an ISV application on Genesys Cloud.
• Each new partner joins the AppFoundry ISV partner program with the Bronze Tier.
• Optionally, partners can provide Genesys’ Common Terms of Service for an ISV application. For more information about the common terms of service, see Common Terms of Service.

Partner tiering

Genesys annually evaluates each partner’s compliance with the program guide requirements before changing each partner’s category, tier assignment, and economic benefits. Genesys measures and reports the performance on a set of cloud recurring revenue, defined as a KPI. Official compliance and applicable program changes to this KPI are assessed annually.

The timelines for the compliance reviews are as follows:

• Compliance review takes place in Q4 and is based on the applicable recurring revenue and training certifications from the ongoing calendar year.
• The KPI is defined as the recurring annual gross revenue earned through sales. The KPI is the sum of gross sales, partner invoices, and Genesys invoices. This KPI is subject to change annually with the AppFoundry program guide.
• When the partner is deemed to be non-compliant with the KPI during the annual compliance review, a recovery grace period is granted. If the partner fails to achieve compliance within the recovery period, Genesys changes the partner’s tier.

AppFoundry enablement

AppFoundry enablement process

The process of AppFoundry enablement is as follows:

• Follow the guidelines in Joining AppFoundry.
• Complete the Genesys Ascend Program application and profile.
  Note: AppFoundry partner program acceptance requires Genesys approval.
• Perform business alignment, including company maturity, white space alignment, vertical alignment, and regional alignment.
• Maintain compliance at Genesys. For more compliance information, see the Code of Business Ethics.

Execution of AppFoundry partner contracts

To execute the AppFoundry partner contracts, the following are required:

• AppFoundry Partner Master Agreement (minimum).
• Additional agreements and exhibits listed on the Genesys Legal page.
• An appropriate SDK agreement that governs the use and/or distribution.
• Appropriate evaluation license agreements.
• Genesys AppFoundry Marketplace addendum.
• GDPR data processing agreement.

Partner Enablement Manager (PEM)

Once your agreement is signed, a dedicated PEM is assigned to support and empower our partnership to reach your goals and drive successful outcomes. The PEM works cross-functionally with internal and partner team members to expand the definition of partner success through end-to-end partner enablement and engagement.

The PEM provides high-touch support throughout our partnership journey. The PEM reviews the partnership plans to ensure alignment with the partners’ go-to-market and strategic focus partnership with Genesys.

A kickoff meeting is scheduled with the following agenda:

• Introduction
• Our partnership journey
• Overview of the AppFoundry partner program
• Genesys Partner Portal
• Resources, assets, and tools
• Developer center
• Genie 2.0
• Partner academy – training and certifications
• Ongoing support.

Training and certifications

• ISV AppFoundry partners are required to work with their assigned PEM to review and track the Genesys curriculum within our partner academy.
• ISV AppFoundry partners are required to have one person who has earned the Cloud Certified Partner (CCP) certification to be technically certified.
  Note: CCP certification is provided free of cost to all the partners via the partner academy.
• ISV AppFoundry partners are required to complete core content and labs to be eligible to register for the exam. The partner is considered a technically certified individual only after passing the exam.
• ISV AppFoundry Partners can access the partner academy via the partner portal. The partner academy provides a free learning journey that is curated specifically for AppFoundry partners.

Development of integration & commercial setup

The AppFoundry Developer Enablement team supports the partners by developing their integrations. Genesys supports partner-defining pricing and discounting strategies. For more information about part management, see the Part Management Guidelines. Genesys Cloud integrations support the fair use policy. For more information about the fair use policy, see the Genesys Cloud fair use policy.

Go-To-Market activities

Once access to the Partner Portal is granted, AppFoundry partners can begin their Go-To-Market activities.

The Go-To-Market activities are as follows:

• Press Release
• Introductory partner webinar for Genesys sales team (partners and friends)
• Ability to participate in marketing awareness campaigns
• Creating sales materials and uploading to Genie 2.0 (Genesys digital sales library).

To get started, perform the following:

1. Log in to the Partner Portal.
2. In the Marketing tab, click Partner Marketing Central (PMC).
   Note: If you do not have access to PMC, click Sign up here to create and request an account.
3. Once logged into PMC, click Learning tab to begin your marketing checklist.

Sales models

Genesys Cloud ISV application introduction

AppFoundry ISV Partners deliver products and solutions that integrate with the Genesys Platform Portfolio and add value to it. The users of the Genesys Platform are directly affiliated with the contact center or customer service operations, including agents, supervisors, line-of-business managers, and more. The ISV applications are AppFoundry application listings that run inside or in parallel with Genesys Cloud.

The ISV applications are offered in the following two ways:

• Invoiced by Genesys

• Invoiced by partner

During the application listing process, the partner can decide whether the application must be offered as invoiced by Genesys, invoiced by the partner, or both. For more information about the ISV applications, see ISV applications and What are ISV applications?

ISV applications invoiced by Genesys

The ISV applications invoiced by Genesys integrate with Genesys Cloud’s billing system. The AppFoundry Partner Terms and Conditions apply to the delivery of the ISV application to the customer. The customer and partner are responsible for ensuring that adequate terms for data processing are in place between them. The customers are charged every month for both their committed usage and the usage beyond their monthly commitment. To install the ISV application, the customers have to purchase the ISV application and update their Genesys Cloud subscription.

Genesys Sales and Genesys Resellers quote the ISV applications invoiced by Genesys. The ISV applications invoiced by Genesys come with a free trial period. For more information about the free trials for the ISV applications, see How premium apps benefit application providers.

Support, Terms, and Conditions

Developers, SIs, or ISVs registered as Genesys AppFoundry partners create and/or maintain the ISV applications. Genesys is not the creator or owner of these applications. Unless Genesys is explicitly listed as the owner of an application, Genesys does not provide, warrant, or offer support services for the application. The use of these applications by the partners or their customers results in the transmission of data outside a Genesys on-premise environment or the Genesys Cloud platform(s). In this case, Genesys does not take responsibility for securing this data, and the customer and partner are responsible for ensuring that adequate terms for data processing are in place between them.

Finally, the partners and their customers acknowledge that Genesys is notified of the application usage. The partner is responsible for redirecting from their application listing to their Terms of Service and Support Terms. AppFoundry partners are responsible for providing compliance with Schrems II and GDPR when selling in the European Union and other data privacy regions. AppFoundry partners are not considered subcontractors of Genesys. Genesys acts as a billing agent for our AppFoundry partners. The terms governing the customer’s use of AppFoundry products are on the AppFoundry website as per the partner’s application listing. Those AppFoundry terms are between the AppFoundry partner and the customer, and Genesys is not a party.

Revenue share to Genesys

The Genesys Ascend AppFoundry Partner operations guide provides details about the revenue share model, pricing definition, and quoting guidelines. To get access to the AppFoundry partner guide, request a partnership with Genesys in the Genesys Ascend Partner Portal.

ISV application licensing and billing

The ISV applications follow the Genesys user-based licensing model, mimic model, or metered usage model controlled by the AppFoundry partner. If an AppFoundry partner is on the Genesys user-based licensing model, the application follows the license calculation of Genesys Cloud. The partner enforces proper permission management to ensure proper billing by Genesys. For more information about Genesys billing to customers, see the Genesys Cloud Services terms and conditions, Genesys Cloud Billing FAQ, Usage Type Licensing information, and Metered Type Licensing information.

Quick start enablement packages

Genesys highly recommends listing a quick start enablement package for the AppFoundry Partners who list their ISV applications for Genesys Cloud.

Partnership experiences

The AppFoundry partner program offers ISV partnership to its partners. The ISV partnership is suitable for partners whose applications are installed on top of Genesys Cloud or integrate perfectly with Genesys Cloud. These applications are offered with Genesys Cloud and enhance the overall customer experience.

A few application usage areas are as follows:

• Workforce Management
• Security and Compliance
• Channels and Routing
• Operations
• Business Intelligence
• CRM and Case Management
• Voice of Customer
• Voice Enhancements
• Video and Mobility
• Bots and Automation
• UC and Collaboration
• Telco and Devices

The ISV partnership is built to offer ISV applications. The ISV applications allow AppFoundry ISV partners to install their application on top of Genesys Cloud with an installation card and other integrations, including license, permission, and user management.
With the ISV applications, the customer installs the application directly from the AppFoundry Marketplace into their Genesys Cloud environment. Genesys takes care of the installation methodology during installation. With this installation, Genesys invokes a new cloud instance in the partner’s environment.

The ISV partnership offers the following:

• Onboarding support.
• Partner Enablement support.
• A free Genesys Cloud organization for development purposes.
• Internal and external marketing.

The AppFoundry ISV partnership offers a revenue share. Genesys uses the revenue share to incentivize Genesys Sales and Resellers to sell the ISV applications. Genesys Sales gets license compensation and quota relief for the sold ISV applications.