Genesys vs. Twilio Flex
Analysts and users agree: Genesys is the leading contact centre platform.
- 50% reduction in TCO
- 96% decrease in servers
- 100% improvement in agent efficiency
- 45% of questions answered by virtual assistants
Analysts and users agree: Genesys is the leading contact centre platform.
See firsthand why Genesys is a leading solution in this self-guided Genesys Cloud tour.
Genesys Cloud is a Magic Quadrant Leader. Get the comprehensive reports.
2024 Gartner® Contact Centre as a Service Magic Quadrant™
Trusted by experts. Powered by results.
Genesys named a Leader for the 10th consecutive year — and positioned highest in execution
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Source: Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.
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Frost Radar™: Cloud Contact Centre Services in Asia-Pacific, 2023
Genesys has been positioned as the Growth and Innovation leader in the “Frost Radar™: Cloud Contact Centre Services in Asia-Pacific 2023” report. We believe this is because we:
* Frost & Sullivan is not responsible for any incorrect information supplied by companies or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Customers acknowledge, when ordering or downloading, that Frost & Sullivan research services are for internal use and not for general publication or disclosure to third parties. No part of this research service may be given, lent, resold, or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of the publisher.
Genesys Cloud is a Leader. Get the comprehensive reports.
The Forrester Wave™: Contact Centre as a Service (CCaaS), Q1 2023
The Forrester report names Genesys a leader in Contact Centre as a Service solutions in 2023 and noted its:
Genesys Cloud is a Leader. Get the comprehensive reports.
IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment
Genesys named a Leader by IDC MarketScape
Genesys recognized for its ability to deliver conversational AI capabilities across an array of digital and voice-based channels
To be a leader, you need to work with a leader. See the results users achieved when they worked with Genesys.
“Our agents have had a very positive experience and say the solution is faster and easier to use. Cost-wise we are paying around 50% less and have transitioned to 100% virtual in Tulsa and reduced to a single on-site campus in Tampa for Customer Care.”
-Nicole Thomas VP, Customer Care Centre, Coca-Cola Bottlers’ Sales and Services
“In six months, we completely transformed our operational model — a great challenge but, with Genesys, we managed it.”
-Adrián Lozano, Customer Service Manager, Heineken Mexico
“The highest cost is your workforce, so you want to make them as productive and efficient as possible. We have a powerful tool that does this dynamically,” added Shanker. “With the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more.”
-Jason Ferguson, VP Digital Experience, Xerox
It’s time to experience a leading customer engagement solution firsthand with a no-hassle, interactive tour. Genesys contact centre solutions deliver self-service and agent-assisted omnichannel engagements, and native workforce engagement management — all in one platform.
Discover all Genesys Cloud has to offer with just a few clicks.
