© ContactCenterWorld.com
www.ContactCenterWorld.com

Genesys Ranked Highest in Growth and Innovation in 2022 Frost & Sullivan Report

#contactcenterworld

San Francisco, CA, USA, Nov. 29, 2022 -- Genesys, a global cloud provider in customer experience orchestration, was named a leader by Frost & Sullivan in the annual Frost Radar™: North American Enterprise Cloud Contact Center Market 2022 report. Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both customer (CX) and employee experiences (EX).

The Frost & Sullivan report analyzes top industry players for their growth, innovation, roadmap, go-to-market strategies and investment in key trend areas. According to Frost, Genesys "continues to employ AI to improve CX and EX, adding to its already robust AI-powered capabilities. For instance, in 2022, the company added Smart Advisor for agent assistance, increased its knowledge management capabilities, and made advancements in AI-powered forecasting, employee engagement, and predictive engagement with customers."

"In our complex business environment, organizations must drive continual customer value to foster loyalty and repeat business," said ML Maco, executive vice president of global sales and field operations at Genesys. "Recognition by Frost & Sullivan underscores our mission to help customers orchestrate experiences that make people feel seen, heard and understood, and the effectiveness of our digital and AI innovations in making that possible. This is the path toward deepening customer and employee relationships today — and ultimately long-term business success."

"Organizations are more steadily migrating to the cloud so they can rapidly innovate and deliver the service their customers expect," said Nancy Jamison, industry director in ICT at Frost & Sullivan. "Execution in evolving cloud-based customer care and advanced AI technologies to deliver great experiences were key components in Genesys leadership position in the enterprise-class segment."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Wednesday, November 30, 2022



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.