SAN FRANCISCO, Aug. 26, 2020 /PRNewswire/ -- Genesys®, the global leader in cloud customer experience and contact center solutions, has been named a Leader for its Genesys Cloud™ platform in "The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020" report. The report takes a deep dive into the CCaaS market, assessing how 10 top providers stack up in a 33-criterion evaluation across three categories: current offering, strategy and market presence. Genesys was recognized for its "unmatched support for large-scale and global deployments" in its company profile.
Forrester Wave author Art Schoeller, vice president and principal analyst, stated in the report that companies should, "shortlist Genesys when looking for a full feature set including native WFO, CRM integrations, global reach, and an extensive partner ecosystem."
The report also notes, "Genesys Cloud's strengths include its CRM integrations and an orchestration layer that integrates Amazon Lex, Google CCAI, and IBM Watson. The native WFO capabilities allow a seamless user experience for multiple roles and more consistent operational and WFO data."
Genesys received the highest scores possible – 5 out of 5 – in 18 of the 33 criteria. In the current offering category, the company had the highest scores possible in the API breadth and depth, SDKs and developer support, application store, support for agent-assisted touchpoints and self- service capabilities criteria. In the strategy category, Genesys had the highest scores possible in the product vision, market approach, geographic strategy and execution, partner ecosystem and commercial model criteria.
"Today, organizations need a cloud contact center that's flexible, scalable and available worldwide – Genesys Cloud checks every box. In fact, nearly 65% of our top-50 Genesys Cloud customers are multinational organizations," said Olivier Jouve, executive vice president and general manager, Genesys Cloud. "We believe our recognition in the Forrester Wave is testament to our ability to execute against our sound geographic strategy, which includes a well-established global channel and partner ecosystem. In addition, our innovation velocity makes it easier for organizations to adopt artificial intelligence, digital and WEM capabilities so they can provide differentiated, personalized experiences every time."
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: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
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