Gartner Recognizes Genesys for Its Completeness of Vision in the 2020 WEM MQ

Today is a joyous occasion and an important milestone for Genesys. Gartner has named Genesys as a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management. Genesys is committed to becoming the first choice for customers who recognize that engaged employees are vital to achieving customer service ambitions.

Genesys is focused to provide the market with the most comprehensive all-in-one solution for both the customer and employee experiences with an emphasis on efficiency, intelligence and blended artificial intelligence (AI).

  • Efficiency – Simplify the execution with automation and rules-driven outcomes.
  • Intelligence – Make quicker and more intelligent execution with the assistance of AI.
  • Blended AI – Employees get smarter when they’re backed by AI. AI gets personal when it’s backed by humans.

Sharing Our Vision
Our history of listening to the market, our customers and the industry has shaped our vision.

Listening to our customers. We believe the best brands use Genesys. They talk and we listen. Our solution was brought to life using feedback and insights from more than 2,500 Genesys Workforce Engagement Management customers, along with market research around the next-generation of employee engagement.

Evolving with the market. We invest our time to understand how contact centers use WEM products — and change when the market demands it. As the market moves away from legacy workforce optimization or workforce management suites, the Genesys CloudTM platform has made the shift toward innovative WEM features.

  • The 2020 WEM MQ evaluates Genesys Cloud. This year, we chose to highlight Genesys Cloud. And we’re excited to say that Genesys Cloud WEM checks off all of the boxes and provides features in all Gartner WEM functional domains.

This past year, Genesys Cloud WEM feature velocity and delivery has more than tripled. Our focus is on performance through engagement in three key areas: quality assurance and compliance, resource management, and employee performance.

  • Focusing on personalized experiences. The experience you provide to your customers isn’t complete if you can’t give that experience back to your employees. Genesys Cloud WEM is like a personal trainer for your employees, supervisors, and administrators.

We believe this new recognition further proves that Genesys is a partner you can trust as you make the cultural shift from workforce optimization to workforce engagement management — or from on-premises to cloud. We’re guides who can provide a differentiated experience for all your customers.

We understand that engaged employees and operational excellence influence the customer experience. We’re committed to providing you with the best tools to support your vision for providing consistent and personalized customer service experiences. Moments like these add fuel to our fire of innovation.

Download a complimentary copy of the 2020 Gartner Magic Quadrant for Workforce Engagement Management.


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 or other designation. 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.

Gartner, Magic Quadrant for Workforce Engagement Management, Jim Davies, Jim Robinson, 20 February 2020.