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News : Genesys Named a Leader in Cloud Contact Center Report by Analyst Firm

#contactcenterworld, @Genesys, @forrester

San Francisco, CA, USA, March 27, 2023 - Genesys, a global cloud provider in experience orchestration, has been named a Leader in "The Forrester Wave™: Contact Center as a Service, Q1 2023." The company's Genesys Cloud CX™ platform received the highest scores possible in the artificial intelligence (AI) architecture, workforce optimization and customer self-service criteria, and among the highest scores in the outbound capabilities criteria. With this placement, Genesys has been named a Leader by Forrester across the company's four customer experience priorities.

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, @Genesys, @forrester

Posted by Veronica Silva Cusi, news correspondent

About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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About Forrester:
Company LogoForrester 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.
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