LONDON – May 18, 2022 – Genesys®, a global cloud leader in customer experience orchestration, has received worldwide recognition for its growth and innovation by Frost & Sullivan in the firm’s regional cloud contact centre reports[1]. Genesys earned the highest leadership ranking in North America, Europe, Asia Pacific and Latin America regions for its strong cloud and digital capabilities. The cloud contact centre (CCC) report series analyses the top-tier players and their growth and innovation leadership, notable accomplishments, and prospects for success based on their technology development roadmaps and effective go-to-market strategies.
Today, businesses are struggling to form lasting relationships with customers and employees in the new digital world. This leadership ranking demonstrates that Genesys has the technology and ecosystem to help businesses build trust and loyalty by enabling them to orchestrate differentiated experiences grounded in empathy. As a leader in growth and innovation across various global reports, Genesys provides unrivalled scalability, reliability and flexibility for organisations of all sizes. It also empowers customers by delivering the latest artificial intelligence (AI), digital, workforce engagement management, analytics and reporting innovations across its Genesys Cloud™ and Genesys Multicloud CX™ solutions.
“The ultra-competitive Cloud Contact Centre market has undergone many changes in the last five years, and Genesys is in the top tier of industry innovation,” said Alpa Shah, Global VP, Customer Experience Practice at Frost & Sullivan. “Genesys has transformed itself into a cloud brand and supplemented its internal R&D efforts with almost a dozen acquisitions to round out its cloud-based offerings.”
“As we’re entering a new era of orchestrated customer and employee experiences, Genesys is uniquely positioned to lead the Experience as a ServiceSM market,” said Helen Briggs, senior vice president and general manager EMEA of Genesys. “With the collaboration of our customers and partners, we’ve developed one of the industry’s most powerful cloud-based experience orchestration platforms and have grown a global footprint to deliver our capabilities at a scale that’s unrivalled.”
The Frost Radar report highlights key strengths for Genesys. In Europe, these include:
- An all-in-one cloud contact centre platform with the most complete marketplace, myriad high-quality native features, a simple user interface, and stellar customisation capabilities
- Focused innovation on analytics and reporting, native workforce optimisation (WFO), AI (self-service and automation), and digital engagement
- An evolving partner ecosystem to accelerate cloud adoption
- Rapid growth of its developer community, resulting in nearly 2,000 premium AppFoundry® solutions for seamless integration of additional cutting-edge AI, digital, collaboration and analytics capabilities
- Investment in key components required by large enterprises adopting cloud contact centre solutions: outbound customer care, multiple deployment options, international availability, easy migration tools, and innovation in AI-based tools and applications
To learn more, download the latest cloud contact centre reports here:
About Genesys
Every year, Genesys orchestrates billions of 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.
©2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Multicloud CX, 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.
Media Contacts:
Rachel Faulkner Perez
Genesys
Rachel.FaulknerPerez@genesys.com
+1 317.403.1781
Brands2Life
Genesys@brands2life.com
+44 20 7592 1200
[1]FROST RADAR™: NORTH AMERICAN ENTERPRISE CLOUD CONTACT CENTRE MARKET, 2021, published May 25, 2021
Frost Radar™: Latin American Cloud Contact Centre Market, 2021, published August 18, 2021
Frost Radar™: Asia-Pacific Cloud Contact Centre Services, 2022, published March 11, 2022
Frost Radar™: European Contact Centre as a Service (CCaaS) Market, 2021, published March 3, 2022
