Genesys Positioned in Gartner’s Magic Quadrant for CRM Web Customer Service Applications
DALY CITY, Calif. – February 14, 2013 – Genesys, a leading provider of customer service and contact center solutions, today announced that information technology research and advisory firm Gartner, Inc. has included the Company in its report, “Magic Quadrant for CRM Web Customer Service Applications” published February 7, 2013 and authored by Johan Jacobs. The evaluation in Gartner’s Magic Quadrant is based on completeness of vision and ability to execute.
In the report, Johan Jacobs, Research Director at Gartner writes, “In analyzing Gartner customer discussions during the past 12 months, we have once again observed that more than 82% of multichannel product buyers prefer a more comprehensive web customer service suite, as opposed to a stand-alone single-channel or point-based products.” Jacobs adds, “There is very a strong link between Web customer service and the contact center. Whenever a customer needs the assistance of a human customer service representative, there is a shift from strictly Web customer service to the CRM customer service contact center.”
“We’re pleased to be included in the latest Gartner Magic Quadrant report for CRM Web Customer Service Applications,” said Merijn te Booij, Executive Vice President, Product and Solution Strategy, Genesys. “Effective web customer service needs to be part of a cross-channel customer experience strategy that blends voice, social, web, and mobile interactions, while providing easy access to agents in the contact center.”
About the Magic Quadrant:
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Genesys is a leading provider of customer service and contact center solutions. With more than 2,000 customers in 80 countries, 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.
Dominic Weeks (SHIFT Communications)