#contactcenterworld, @Genesys, @Gartner_inc
San Francisco, CA, USA, Aug. 9, 2023 - Genesys(R), a global cloud provider in AI-powered experience orchestration, has been positioned by Gartner, Inc., as a Leader in the 2023 Gartner(R) Magic Quadrant™ for Contact Center as a Service, for its ability to execute and completeness of vision. This recognition makes Genesys a nine-time Magic Quadrant Leader.
Gartner placed Genesys highest for ability to execute and furthest on the completeness of vision axis. The company attributes its consistent recognition to the Genesys Cloud CX™ platform, an API-first cloud platform with expansive global availability; an extensive worldwide partner and developer ecosystem; and advanced AI, digital, journey analytics, automation and workforce engagement management capabilities.
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"Thousands of organizations are building customer and employee loyalty and achieving business success backed by a single unified, AI-powered experience orchestration engine: Genesys Cloud CX," said Olivier Jouve, chief product officer at Genesys. "We're consistently delivering the capabilities and innovation organizations need to personalize and coordinate every experience, as well as enabling them to constantly evolve with consumers' changing expectations."
Genesys was also recently recognized in the Gartner Critical Capabilities Report, where the company received the highest Use Case scores for High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center. The company is the highest ranked vendor in three of five Use Cases and second highest in the remaining two, which include Digital Customer Service Center and Agile Contact Center Use Cases. Genesys credits its recognition across all five Use Cases to its ability to support a variety of organizations' needs, regardless of size, complexity or geography.
"We believe our recognition is a result of our established customer and partner relationships; global footprint; pace of innovation; and the security, scalability and reliability of the Genesys Cloud CX platform," said Jouve. "Our market leadership and platform's rapid growth demonstrates a track record of helping organizations — of any size, in any industry, all over the world — bridge customer and employee experiences through people-centric innovation that drives business outcomes."
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Thursday, August 10, 2023
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