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Gartner recently released its 2020 Magic Quadrant for Contact Center as a Service, in which it names Genesys a Leader and positions it furthest for “Completeness of Vision.” We’re super excited to be recognised for our vision — and we’re equally proud of our significant improvement in “Ability to Execute.” Afterall, customers invest in our Experience as a Service vision, but it’s our ability to execute on this vision that earns their trust and engenders loyalty.
A crisis like the COVID-19 pandemic is unlike anything we’ve experienced in our 30 years of business. Across industries, businesses are in uncharted waters. More than 700 organisations have asked Genesys to help with remote capabilities, shifting geographic operations and managing unexpected surges in customer inquiries.
Our rapid response offer was a stress test for the entire organisation, our partners and our cloud platform. Teams had to remain agile and adaptable in their execution. Working together, customers had new contact centres up and running in less than 48 hours using Genesys Cloud™ solutions.
For all of us, the pandemic has emphasised how critical it is for businesses to have cloud solutions that are resilient to sudden and inevitable changes
Many companies are looking to consolidate their contact centre platforms to a single provider that can service multiple geographic regions. In the report, Gartner shares its perspectives on this important trend.
With customers worldwide, the Genesys Cloud global presence and reach is unmatched. Nearly 60% of our top 50 Genesys Cloud customers are multinational organisations. They’ve chosen Genesys because of our ability to execute against our sound geographic strategy, which includes a well-established global channel and partner ecosystem.
Genesys Cloud is now available in nine Amazon Web Services (AWS) Regions. Our latest additions of Canada, Korea and the UK are especially valuable for companies in financial services and government who have strict data sovereignty requirements. And we have more expansion underway, including new core and satellite regions, along with additional Genesys Cloud Voice availability.
Regardless of where you are now — or where you want to grow — Genesys is ready to serve.
Executing well doesn’t mean we do it alone. Our partners are innovative, market leading, world–class companies that work together with Genesys to improve each other’s ability to deliver greater value, at scale, for customers across the globe.
We partner with industry leaders like Microsoft, Google Cloud, AWS, Adobe and Zoom Video Communications. These partnerships are critical for us to advance our Experience as a Service vision. We can consume and share data with these vendors using cloud technology and artificial intelligence to deliver hyper-personalised experiences for customers.
We’re putting additional focus on our global partner network — working more closely than ever to ensure our customers have the right support to execute on their cloud strategies. Additionally, to help organisations extend the Genesys Cloud platform with seamless access to partner applications, integrations and services, we continue to grow the AppFoundry Marketplace.
Since 2017, we’ve helped more than 2,500 contact centres move from aging call center systems to a cloud customer experience platform built for rapid innovation. Our proven approach lowers risk, simplifies the complicated and delivers business value faster. We know what it takes to get the job done right.
For Westpac NZ, migrating to a cloud-based contact centre platform delivered many benefits. After switching to the Genesys Cloud platform, it improved customer experience and Net Promoter Scores, increased call flow by 100%, and moved away from 39 siloed contact centres — broken down by region — to a single virtual contact centre.
If you’re considering a move to cloud, we can guide you to success.
At Genesys, execution isn’t measured by the number of new features released or the amount of revenue generated each quarter. It’s measured by how we show up — as “One Genesys.” It’s the shared values and trust in each other, across our employees and partners, to deliver amazing experiences and outcomes to our customers and their customers.
Get a complimentary copy of the 2020 Gartner Magic Quadrant for Contact Center as a Service report.
Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020.
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.
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