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08/16/2021

Genesys Named a Leader in the 2021 Gartner® Magic Quadrant™ for Contact Centre as a Service

Cloud customer experience provider placed highest for ability to execute

LONDON, August 12, 2021 — Genesys®, a global cloud leader in customer experience orchestration, has been positioned by Gartner, Inc. as a Leader in the 2021 Contact Centre as a Service (CCaaS) Magic Quadrant[1], for its ability to execute and completeness of vision. This recognition makes Genesys a seven-time Magic Quadrant Leader.

“Digital adoption has accelerated for nearly all companies over the past year, putting customer experience at the forefront as businesses keep pace with evolving consumer behavior and preferences,” said Olivier Jouve, executive vice president and general manager, Genesys Cloud CX™. “In 2020, we delivered more than 250 new features to support emerging use cases and the complexity of enterprise deployments. We believe this recognition validates our commitment to providing companies around the world with the scalability and customisation they need to transform customer interactions into orchestrated customer experiences.”

Genesys has seen a surge in adoption of Genesys Cloud CX, which provides companies with an all-in-one, composable platform for delivering personalised customer and employee experiences at scale. In fiscal year 2021[2], Genesys Cloud CX had more than 300,000 users on its platform, a 106 percent increase year over year – with a 300 percent year over year growth in digital interactions.

“The Genesys Cloud CX platform gives us the flexibility and agility we need to quickly and cost-effectively add users or new capabilities to adjust to changing customer expectations or seasonal business fluctuations,” said Ian Roberts, operations leader, Quicken. “In today’s digitally disruptive world—where customer service expectations are changing at lightning speed—this gives us a serious competitive advantage.”

Genesys was also recently recognised as a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management[3].

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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Gartner does not endorse any vendor, product or service depicted in our 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 organisation 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.

About Genesys
Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

©2021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, Genesys Engage, Genesys Multicloud CX, Genesys DX and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

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[1] Gartner, Magic Quadrant for Contact Centre as a Service, 9th August 2021, Drew Kraus, Pri Rathnayake, Steve Blood This Magic Quadrant was earlier named as Magic Quadrant for Contact Centre as a Service, North America and Magic Quadrant for Contact Centre as a Service, Western Europe till 2019

Genesys was referred to Interactive Intelligence in the 2015 & 2016 Magic Quadrant report

[2] In May 2020, Genesys transitioned its fiscal year from a calendar year to a fiscal year ending on January 31, 2021.

[3] Gartner, Magic Quadrant for Workforce Engagement Management, 26 April 2021, Jim Davies, Jim Robinson, Kim Dans, Mark R. Dauigoy.

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