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News : Genesys Named a Leader by Forrester Research
Miami, FL, USA, Oct 4, 2016 -- Genesys, a provider in omnichannel customer experience and contact center solutions, announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a "Leader" in two new reports from Forrester Research. Genesys was among the companies that Forrester invited to participate in two new independent research reports that evaluated the most significant software vendors in contact center interaction management.
Genesys was recognized as a leader in both new reports, "The Forrester Wave™: Contact Center Interaction Management for Large Contact Centers, Q3 2016" and "The Forrester Wave™: Contact Center Interaction Management for Midsize Contact Centers, Q3 2016." In both reports, Genesys received the highest scores in the current offering category as well as in the omnichannel capabilities and reporting and analytics criteria, and the highest possible score in the CRM integration, user interface and third-party ecosystem criteria. The company also received the highest possible score in market presence for large contact centers.
"Customers who want a system that approaches 'best of suite,' a broad global support partner network, and integration with other UC and telephony systems should consider Genesys," wrote the Forrester reports author Art Schoeller, Vice President and Principal Analyst. Both reports noted that "Genesys offers Premier Edition for smaller configurations."
The Forrester Waves for Contact Center Interaction Management covered both on-premises and cloud solutions. Forrester Wave methodology requires analysts to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Genesys
Customer Experience is the heart of every business! Genesys, a provider of omni-channel customer engagement and contact center solutions can ensure you provide the best experience possible. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Tuesday, October 11, 2016