Omdia Universe: Customer Engagement Platforms, 2023–24

In today’s experience economy, customers expect organisations to deliver relevant, personalised experiences across channels. But siloed technology prevents organisations from delivering on those expectations. The inability to capture insights into buying behaviors, understand the holistic customer journey and enable agents with the full customer context yields brand experiences that are bland and generic.

Customer engagement platforms equip organisations with key capabilities, including journey analytics, service management and digital — all to enable agents and transform siloed interactions into connected customer experiences. The Omdia Universe: Customer Engagement Platforms, 2023–24, evaluates 14 vendors on their ability to deliver these platforms.

Genesys was recognised by Omdia as a Leader for supporting true omnichannel experience orchestration, made possible by its robust voice, digital, workforce engagement, self-service/automation, embedded AI and journey management capabilities — all in a single platform.

Get the full Omdia report and see why Genesys is recognised as a Leader. You’ll also get:

• Key trends driving the customer engagement platform market
• The evaluation of technology providers across key capabilities
• Tips for navigating the market to make the right buying decision