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Genesys Ranked First for 2020 Market Share in Contact Center Applications Software

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San Francisco, CA, USA, Aug, 2021 -- Genesys(R), a global cloud provider in customer experience orchestration, has been ranked first for 2020 market share in the IDC Worldwide Contact Center Applications Software Market Shares 2020 report (July 2021), placing first in the overall revenue share standings with 13.8% share.

Companies have embraced cloud and digital solutions to meet today's changing consumer expectations and business needs. Traditionally, contact centers have been optimized for efficiency, treating customer experience as a series of singular interactions. However, in today's always-on consumer landscape, businesses need to create effective empathetic experiences through fluid, context-based conversations that build customer trust and loyalty.

"Our focus on providing businesses with multiple options for delivering cloud-based customer experiences fueled our growth last year as companies transitioned to the cloud to support remote work," said ML Maco, Executive Vice President of Global Sales and Field Operations at Genesys. "Consumer expectations and business needs are constantly changing, and we expect our momentum to continue as we help even more businesses deliver empathetic experiences for both customers and employees."

"We've seen a major shift towards contact center modernization over the past year," said Mary Wardley, Program Vice President for Customer Care and CRM at IDC. "The pandemic underscored the need for business agility and flexibility, and Genesys continues to be positioned to deliver the cloud, digital and AI capabilities that businesses need to thrive."

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

Date Posted: Monday, August 30, 2021



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