Genesys vs. Twilio Flex
Analysts and users agree: Genesys is the leading contact centre platform.
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
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
2025 Gartner® Critical Capabilities for Contact Centre as a Service
Genesys was the only vendor to be ranked #1 in 3 of 5 Use Cases
IDC MarketScape: Worldwide General Purpose Conversational Artificial intelligence Platforms 2025 Vendor Assessment
Genesys named a general purpose Conversational AI Leader by IDC MarketScape
The Forrester Wave™: Contact Centre As A Service Platforms, Q2 2025 report
Genesys named a Leader by Forrester in CCaaS
