Genesys Receives “Strong Positive” in Leading Analyst Firm’s IVR Systems and Voice Portal Report
Daly City, CA, October 8, 2012 – Genesys, a provider of customer experience solutions, today announced that it has received a “Strong Positive” rating - the highest rating possible - in Gartner’s “MarketScope for IVR Systems and Enterprise Voice Portals” for its interactive voice response (IVR) and intelligent Customer Front Door (iCFD) solutions.
- Yearly, Gartner compiles an analysis of the Interactive Voice Response (IVR) vendors to assess self-service capabilities. As part of this assessment, Gartner’s MarketScope evaluates vendors based upon market, product and sales strategies, innovation and other criteria.
- The Genesys Voice Platform (GVP) uses touchtone, speech recognition, and video capabilities to communicate with callers and integrates with the complete Genesys suite. In addition, the Genesys Voice Platform incorporates a common development, administration, reporting, and hardware – translating into a lower total cost of ownership.
- In 2011, Genesys launched Conversation Manager, which combines with the Genesys platform to create the intelligent Customer Front Door (iCFD). Genesys iCFD remembers context and history across any channel. With this information, iCFD will apply specific business rules to anticipate customer needs, while aligning them with the ideal resource through self- or assisted service.
- According to the report, customers today are seeking critical capabilities in IVR products and services including integration of customer contact channels (e.g., voice, Web, social media and mobile devices); the integration of self-service with agent-assisted service; and the ability to use speech recognition for user interface improvements.
“We’re excited to be recognized with such a coveted rating within Gartner’s IVR Systems and Voice Portal Report,” said Nicolas De Kouchkovsky, Chief Marketing Officer of Genesys. “We believe this high honor from Gartner demonstrates our commitment to innovate and help enterprises create a uniquely branded experience for their customers.”
Gartner, Inc., MarketScope for IVR Systems and Enterprise Voice Portals, Jay Lassman, Bern Elliot, August 8, 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Genesys is the 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.