Frost & Sullivan buyers guide excerpt

North American Contact Center Buyers Guide, 2021

Digital transformation and AI are growth opportunities that spur a more human approach to customer care

The Frost & Sullivan North American Contact Center Buyers Guide presents trends its analysts expect will shape, grow and influence customer contact centers and the customer experience in the coming years. The guide also provides insights for selected industries, business models and various technology areas.

In this Buyers Guide excerpt, Frost & Sullivan explores why digital transformation and artificial intelligence (AI) are affecting the contact center. And includes an evaluation of the Genesys portfolio, key strengths and customer recommendations.

Download the Contact Center Buyers Guide to learn more about the noted strength areas of Genesys including:

  • Contact center and CX solutions focused on AI-enhanced omnichannel customer engagement and workforce engagement management (WEM)
  • Offering a full range of capabilities available — whether in the cloud, on-premises or as a hybrid model
  • Superlative use of blended AI (Genesys AI): the seamless combination of bots, automation and AI, coupled with live agents
  • AI-ready integrations with several third-party technologies and applications from vendors, such as Microsoft, Zoom, Oracle, Salesforce, Pegasystems and SAP to enable unified communications (UC)