Customer experience is undergoing a rapid shift across Asia-Pacific. Expectations are rising while digital channels are multiplying. For customer experience (CX) leaders, the challenge isn’t simply whether to modernise CX, but how to do it at scale without losing trust, control or connection.

The 2025 Frost Radar™: Customer Experience Platforms in Asia-Pacific set out to measure this shift. In its latest analysis, Frost & Sullivan evaluated 19 CX platform providers on innovation, growth and regional impact. Genesys was named a Leader and ranked No. 1 in both innovation and growth across the Asia-Pacific region.

We believe this recognition reflects more than market momentum. It highlights how CX leaders are rethinking orchestration, artificial intelligence (AI) and employee experience to deliver outcomes that matter.

CX in Asia-Pacific Is Entering a Decisive Moment

Across Asia-Pacific, organisations are under pressure to deliver more personalised, empathetic experiences while managing cost, compliance and complexity. Automation has accelerated, but efficiency alone no longer meets customer expectations.

Frost & Sullivan notes that enterprises must move beyond transactional routing toward orchestrated, end-to-end journeys that blend AI with human judgment. Customers expect consistency across channels, so agents need context, not just tools, to give customers the experiences they demand. Leaders need platforms that adapt to diverse markets, languages and regulations without slowing innovation.

The platforms that succeed in doing this are those natively built for flexibility, security and scale.

Why Frost & Sullivan Looked Beyond Features

The Frost Radar™ evaluates providers across two major indices: growth and innovation. Together, these factors help assess how well a company converts strategy into execution and vision into customer value.

Innovation measures factors such as product portfolio, R&D investment, scalability, and customer alignment. Growth reflects market share momentum, revenue performance, go-to-market strategy and long-term vision.

This approach moves beyond feature comparisons. It focuses on whether a platform can deliver measurable CX impact today while staying relevant as expectations evolve.

Genesys earned the highest scores across both indices, positioning it in the top-right quadrant of the Frost Radar™ for Asia-Pacific.

Innovation That Turns AI Into Real Outcomes

AI is now embedded into most CX platforms. What separates leaders is how effectively AI improves outcomes across the customer and employee experience.

Frost & Sullivan highlighted Genesys for its native agentic and generative AI capabilities, deep platform integrations. In fiscal year 2025, Genesys delivered more than 150 AI features across the Genesys Cloud™ platform, expanding predictive analytics, conversational intelligence and automation capabilities. The report also points to Genesys Cloud™ AI Studio and Genesys Cloud AI Guides can enable customers to use natural language understanding to build agentic agents.

But innovation alone does not drive leadership in Asia-Pacific. Local presence, regulatory compliance and platform resilience are equally critical.
Frost & Sullivan recognised Genesys for sustained growth driven by strategic investments across the region. These include expanded cloud regions, satellite infrastructure and R&D centres that support localisation, data residency and high-availability requirements.

In fiscal year 2025, Genesys delivered 99.998% availability for Genesys Cloud, supporting consistent performance and reliability for enterprises operating at scale. This focus on security, sovereignty and stability is essential in markets where trust directly influences buying decisions.

The report also highlights Genesys ability to support complex, multinational deployments while adapting to the needs of specific industries, such as financial services, healthcare and government.

Experience Orchestration as a Competitive Advantage

As CX ecosystems grow more complex, orchestration has become a defining capability. Leaders need platforms that connect voice, messaging, digital channels, workforce engagement management (WEM), analytics and back-office systems into a unified experience.

The Frost & Sullivan report identifies experience orchestration as a key differentiator for providers that want to deliver sustainable CX outcomes. Genesys was recognised for its ability to unify customer journeys, agent workflows and operational data across the entire experience lifecycle.

This approach can reduce fragmentation, improve visibility and help organisations move faster without sacrificing governance. It also allows for better alignment between the customer experience and the employee experience, which Frost & Sullivan notes is increasingly central to CX success in the region.

What This Means for CX Leaders in Asia-Pacific

We believe that being named a Leader in the Frost Radar™ signals more than strong performance today. It reflects a readiness for what’s to come.

For CX leaders, the message is clear. The future belongs to platforms that combine AI innovation with orchestration, security and regional depth. Growth will come from delivering tangible business value, not isolated features.

As customer experience in Asia-Pacific continues to evolve and AI use matures, the decisions CX leaders make now will shape their ability to compete, adapt and grow over the next decade. Read the full report to learn more about Genesys as a CX Leader.

 

1 Frost & Sullivan, Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025, #PG4R/00, October 2025