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Genesys Named a Leader in Cloud Contact Center Report by Analyst Firm #contactcenterworld The Genesys status as a Leader in the Contact Center as a Service (CCaaS) report builds on the company's previous position as a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2022; Workforce Optimization Platforms, Q4 2021; and The Forrester New Wave™: Conversation Automation Solutions, Q3 2022 reports. The company believes its cumulative recognition demonstrates how Genesys Cloud CX empowers organizations with a future-focused vision, superior digital infrastructure, and the market-leading innovation required to meet customer and employee expectations. "Our vision is to enable any organization to drive loyalty through personalized, empathetic experiences at scale," said Olivier Jouve, chief product officer at Genesys "Our growing list of recognitions as a Leader from Forrester signifies the strength of the Genesys Cloud CX platform's digital and AI capabilities for giving organizations the foundation they need to orchestrate customer and employee experiences in the contact center and beyond." The recent Forrester Wave: Contact Center as a Service report notes: "CCaaS systems make advanced customer service practical" and "leading CCaaS vendors capture and employ critical customer information to allow highly personalized experiences." Forrester evaluated Genesys strategy, and the company earned the highest scores possible for performance and product vision criteria. The report states, "Genesys offers a broad set of capabilities — and an even broader vision… Its superior vision can take it beyond the contact center and into all customer interactions." Furthermore, according to the report, "the Genesys suite boasts an impressive breadth of functionality, with powerful customer journey analytics from its acquisition of Pointillist(R) and its comprehensive suite of workforce optimization capabilities." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, March 31, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |