DALY CITY, Calif. – November 28, 2012 – Genesys, a leading provider of customer service solutions, today announced that market research firm Gartner, Inc. has included the Company in its report, “Magic Quadrant for Contact Center Workforce Optimization” published November 7, 2012 and authored by Jim Davies. The evaluation in Gartner’s Magic Quadrant is based on completeness of vision and ability to execute.
According to the report, “WFO solutions should be embraced strategically within the contact center due to the associated benefits, ranging from a lower TCO to improved operational performance. It may take several years to adopt a unified solution because of existing investments, protracted procurement cycles and chosen vendor maturity, but all contact centers with more than 100 agents should be working toward this ideal scenario.”
“The era of buying stand-alone, best-of-breed, agent-centric technologies for core WFO functions (such as call recording and agent scheduling) is gradually coming to an end,” said Jim Davis, Gartner analyst and report author. “The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integration problems and the incorporation of cross-functional workflow is driving adoption.”
“We’re honored to be included in the latest Gartner Magic Quadrant report for Contact Center Workforce Optimization,” said Nicolas de Kouchkovsky, chief marketing officer, Genesys. “Delivering great customer service often comes down to the people on the front lines. With Genesys, companies can capitalize on the combined power of the industry’s best routing and advanced workforce optimization to connect customers to the best skilled and trained agent.”
About the Magic Quadrant:
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Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.