A Closer Look: Frost & Sullivan 2019 Contact Center North American Company of the Year Award

If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” This quote from John Quincy Adams succinctly sums up my perspective on why Genesys received the Frost & Sullivan 2019 Contact Center North American Company of the Year award.

I believe this recognition, based on the independent evaluation of Frost & Sullivan analysts, closely aligns with our long-standing leadership role in the contact center industry, as well as our continued focus on innovation and commitment to the cloud. This position enables us to help brands meet customers’ rapidly changing needs and preferences while improving workforce engagement and business results.

Standing Out Above the Competition
As the winner of the award for the second consecutive year, Genesys was specifically recognized for addressing core challenges in the industry, such as moving to the cloud from on-premises systems, simplifying deployment and advancing process automation.

Our focus on ongoing innovation was a key highlight in the findings from Frost & Sullivan. And this is in line with our commitment to infuse artificial intelligence (AI) and related technologies into every area of our portfolio to improve agent performance and drive faster more seamless customer service. Through these efforts, we’re enabling brands to differentiate themselves and gain a competitive edge.

Maximizing Customers’ Success
Of course, customer experience success requires more than just industry-leading technology. Our leadership position also is based on our ability to partner with customers, enabling them to define and realize their customer experience vision. This includes flexible consumption of services to fit customers’ changing needs and prescriptive use cases that incorporate best practices, tools, ROI calculators and other key information to speed deployment.

The PureSuccess framework, now available for Genesys PureEngage™, PureConnect™ and PureCloud® customers, also sets Genesys apart from other companies within the contact center industry. Launched in 2018, this framework combines expert guidance, goal planning and outcome-driven service engagements to propel accelerated results every step along a clear path to customer experience success.

PureBridge is another differentiator, designed for businesses with legacy contact center systems that lack the modern capabilities needed to stay competitive. Frost & Sullivan specifically took note that Genesys has closed more than three deals per day to replace an antiquated system from a competitor — and that half of all displacements moved to a Genesys cloud solution in 2018.

Choosing a Leader
Customer experience is more important than ever; having the right contact center technology partner is essential for ongoing success. We’re proud to be recognized by Frost & Sullivan for our solutions, innovation, and ability to effectively partner with customers to enable them to address evolving customer expectations and business needs.

Read the Frost & Sullivan report with all the research findings from their analyst team.