The Momentum Keeps Building for Genesys

The year is quickly coming to a close, and for many, that means it’s time to pump the brakes and settle into a slower pace of business. That’s not the case at Genesys – in fact, we’re more motivated than ever to hit the accelerator and bust out even more cloud innovation.

One reason we’re so energized is that we were recently recognized by another prominent independent analyst firm, Ovum, for our market-leading cloud strategy. (Read about additional analyst recognition this year here.)

Ovum positioned our company as a clear Market Leader in its Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–2018. Genesys is recognized as the vendor with the biggest market impact compared to other vendors evaluated in the report.

Figure 2: Ovum Decision Matrix: Cloud Contact Center, 2017 – 2018

Source: Ovum

According to the Decision Matrix, “Genesys is ahead of most cloud customer engagement companies with its globalization efforts and today boasts of being able to support any agent, anywhere in the world.[1]

The Ovum report evaluated eight cloud contact center vendors based on three important categories: technology, execution and market impact. Aggregate scores across criteria determined vendor placement as a “leader,” “challenger” or “follower.”

While we are one of three vendors named a market leader in the report, we are the only company evaluated that provides both cloud and on-premises offerings. This is an important distinction because it means Genesys customers can select the contact center solution that best fits their needs.

Our customers know we’re laser-focused on delivering market-leading technology. And, Ovum agrees, recognizing us as the leader in five technology matrix categories. We also clutched a top-three placement in three execution matrix classifications. In addition, Genesys is the only company with multiple cloud offerings assessed in the Decision Matrix. Genesys PureCloud™, PureConnect, and PureEngage, all received high scores.

At our core, we are a customer experience company. That means we put our customers at the center of everything we do and that helps drive our innovation. We believe our customer-first approach is the primary reason we are positioned as a leader in yet another industry analyst report.

While we paused for a minute to celebrate this most recent accolade, the race to continue delivering the innovation our customers need and expect from us is far from over. Today’s marketplace is changing and expanding at a break-neck pace. And, Genesys customers can rest assured we’re in the driver’s seat, helping them continue to deliver great customer experiences today and in the future.


[1] Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solutions, 2017-2018, Ken Landoline, November 27, 2017.