#contactcenterworld, @Genesys, @Frost_Sullivan
San Francisco, CA, USA, Nov. 29, 2022 -- Genesys, a global cloud provider in customer experience orchestration, was named a leader by Frost & Sullivan in the annual Frost Radar™: North American Enterprise Cloud Contact Center Market 2022 report. Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both customer (CX) and employee experiences (EX).
The Frost & Sullivan report analyzes top industry players for their growth, innovation, roadmap, go-to-market strategies and investment in key trend areas. According to Frost, Genesys "continues to employ AI to improve CX and EX, adding to its already robust AI-powered capabilities. For instance, in 2022, the company added Smart Advisor for agent assistance, increased its knowledge management capabilities, and made advancements in AI-powered forecasting, employee engagement, and predictive engagement with customers."
"In our complex business environment, organizations must drive continual customer value to foster loyalty and repeat business," said ML Maco, executive vice president of global sales and field operations at Genesys. "Recognition by Frost & Sullivan underscores our mission to help customers orchestrate experiences that make people feel seen, heard and understood, and the effectiveness of our digital and AI innovations in making that possible. This is the path toward deepening customer and employee relationships today — and ultimately long-term business success."
"Organizations are more steadily migrating to the cloud so they can rapidly innovate and deliver the service their customers expect," said Nancy Jamison, industry director in ICT at Frost & Sullivan. "Execution in evolving cloud-based customer care and advanced AI technologies to deliver great experiences were key components in Genesys leadership position in the enterprise-class segment."
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.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Wednesday, November 30, 2022
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