SAN FRANCISCO, Oct. 3, 2018 /PRNewswire/ -- Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, has been recognized as a "Leader" for its PureCloud® platform in a new report, "The Forrester Wave™: Cloud Contact Centers, Q3 2018," published this month. Forrester Research, Inc., a leading global research and advisory firm, looked at current product offering, strategy, and market presence.
Forrester Wave author Art Schoeller, vice president and principal analyst, noted the following in the report:
Schoeller concludes that companies should "shortlist PureCloud for midsize contact center deployments within and outside of North America that need to tap Genesys' global resources and support."
Genesys was among the top-ranked in the corporate strategy subcategories encompassing business vision, product strategy, roadmap execution, and geographic strategy. It received the highest scores possible for its rich partner ecosystem, which includes reseller agreements with the world's top telcos, including Telefónica, Telstra, Swisscom, TDC Group and more. This aggressive channel strategy is fueling PureCloud's rapid global expansion, along with the launch of the AppFoundry, the company's unified customer experience marketplace for applications and integrations.
"We believe PureCloud naturally stands out among cloud contact center solutions, providing unrivaled flexibility for businesses of all sizes. For us, our placement as a leader is testament to our team's relentless effort to deliver technological advances that ensure businesses can provide the best cloud-based experiences tailored to their requirements and customer expectations," said Olivier Jouve, executive vice president, PureCloud, at Genesys. "It also reinforces our investment in artificial intelligence and machine learning as the foundation for innovations like predictive routing and Altocloud, which we believe will make PureCloud the cloud contact center of choice for any business anywhere in the world."
Genesys also received the highest scores possible in the subcategories covering product architecture (including multitenant architecture deployment, and support for APIs and SDKs), routing algorithms, outbound voice capabilities, orchestration tools, prebuilt reports and dashboards, user experience strategy and design, voice capabilities and integration, high reliability configurations, and CRM integrations.
The Forrester Wave methodology requires analysts to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references.
See the Forrester Wave graphic and download your complimentary copy of The Forrester Wave: Cloud Contact Centers, Q3 2018.
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