Genesys Positioned in the “Leaders” Quadrant of Leading Analyst’s Magic Quadrant for Contact Center Infrastructure
DALY CITY, Calif., July 3, 2012 – Genesys today announced that market research firm Gartner, Inc.. places the company in the Leaders Quadrant of its report, “Magic Quadrant for Contact Center Infrastructure, Worldwide” published June 27, 2012 and authored by Drew Kraus, Steve Blood and Geoff Johnson. The evaluation in Gartner’s Magic Quadrant is based on completeness of vision and ability to execute.
According to the report, “Leaders are high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve and a proven track record of delivering contact center products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk.”
Through its customer service platform and solutions, Genesys helps companies deliver an exceptional customer experience and differentiate themselves from the competition. Genesys provides contact center, Interactive Voice Response (IVR), workforce optimization and analytics, web, mobile and social customer service solutions, using a flexible approach that allows companies to choose between an on premise, cloud or hybrid implementation.
“Genesys is pleased to be included as a leader in Gartner’s Magic Quadrant, but we recognize that to maintain this level of recognition, it is imperative to continue evolving,” said Nicolas de Kouchkovsky, chief marketing officer, Genesys. “Recent developments, such as the launch of the Genesys Mobile Engagement Solution and our bringing SIP to the mainstream for contact centers, demonstrate that Genesys is committed to pushing the envelope. Genesys solutions help organizations gain control over the customer service environment, eliminating bad customer service and building trust between brands and customers.” Read Gartner’s “Magic Quadrant for Contact Center Infrastructure, Worldwide” report.
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.