#contactcenterworld, @Genesys, @IDC
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.
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"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."
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.
IDC is a provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets.
Published: Monday, August 30, 2021
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