{"id":351037,"date":"2020-11-11T11:53:19","date_gmt":"2020-11-11T19:53:19","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=351037"},"modified":"2020-11-12T05:49:32","modified_gmt":"2020-11-12T13:49:32","slug":"genesys-positioned-furthest-for-completeness-of-vision-in-the-gartner-2020-leaders-quadrant-for-ccaas","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-positioned-furthest-for-completeness-of-vision-in-the-gartner-2020-leaders-quadrant-for-ccaas","title":{"rendered":"Genesys Positioned Furthest for Completeness of Vision in the Gartner 2020 Leaders Quadrant for CCaaS"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]One theme has permeated throughout my 30 years leading technology teams: a business\u2019s vision is one of the most critical elements to its strategy. Futurist Joel A. Barker once said, \u201cVision without action is merely a dream. Action without vision is just passing time. Vision with action can change the world.\u201d<\/p>\n

Consider this against the landscape of the cloud contact centre market today. There\u2019s a growing number of vendors, and at the outset, they may look a lot alike. But, for companies that differentiate with customer experience, certain attributes rise to the top. For example, its critical to find a partner with the right solutions, the foresight to know where the market is heading and innovations ready when you need them.<\/p>\n

We believe these are the precise reasons Genesys has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service<\/a> and was placed furthest for our vision, skyrocketing ahead for our Completeness of Vision.<\/p>\n

In our opinion, with the Genesys Cloud\u2122 platform<\/a> we have the roadmap built for the future and proven ability to execute. According to Barker, these are the ingredients to propel change, and Genesys is on course to do just that.<\/p>\n

Empathy: <\/strong>the propellant<\/strong> for <\/strong>change<\/strong><\/p>\n

Today\u2019s businesses are managing the new digital workplace alongside consumers\u2019 desire for on-demand service equal to that provided by Amazon, Netflix and Uber \u2013 companies revered for giving customers exactly what they want, when they want it. However, the next battleground to win customer loyalty is delivering service so exclusive and personalised that consumers feel uniquely heard and understood. Businesses will increasingly need an empathy-first approach to customer experience to get ahead.<\/p>\n

Unfortunately, the reality is many companies\u2019 contact centre systems simply aren\u2019t up to the task. It takes a true global cloud solution built with robust, ready-to-go functionality. Platform-level flexibility. A strong network of partners. Continuous innovation. The answer is Genesys Cloud<\/a>. We are filling a major gap left by other cloud vendors by giving our customers the technologies, ecosystem and scale to put empathy at the centre of every customer experience.<\/p>\n

This is the cornerstone of our vision of Experience as a Service<\/a>. It\u2019s the reason the Genesys trophy shelf is filling up fast with recognition from firms including Gartner, Forrester<\/a>, Frost and Sullivan<\/a> and OMDIA<\/a>. It\u2019s also why businesses, like Uber<\/strong>, BBVA<\/strong>, Business Services Division of Coca-Cola Bottlers\u2019 Sales and Services, Electrolux, AXA Belgium, Siemens Healthineers, Western Governors University<\/strong>, Ethiopian Airlines and Rochester Health<\/strong> are choosing the platform. Ranked among the fastest growing SaaS platforms[1]<\/a>, Genesys Cloud has seen a 40% uptick in customer adoption in the first half of 2020 and a 100% increase in users in a year, in spite of a volatile business climate.<\/p>\n

Genesys is leading the industry because we possess a unique market understanding and the innate ability to deliver the solutions and support that customers need most today while continually anticipating what they\u2019ll need next. Our strengths give organisations the foundation to emerge as experience leaders:<\/p>\n