IDC Market Note:

Genesys Builds Out Its AI Portfolio with the Acquisition of Bold360 and Announcement of Genesys DX

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Omnichannel, context-aware conversational AI solutions are now augmenting contact center operations and, in some cases, are providing better, more agile customer service using web chat, messaging or, even, voice operations.

According to IDC, “the conversational AI tools and technologies market grew at a significant rate of 13.8% in 2020 and was instrumental in providing contactless services to consumers and users across a wide swath of industries.” Genesys is taking advantage of this emerging trend of organizations adding conversational AI solutions, via the Bold360 acquisition, to strengthen and assist in digital customer service operations.

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Significant upward adoption of conversational AI in the contact center
Increased adoption of text-based digital channels and contactless interfaces
Acquisition of Bold360 (now Genesys DX) from LogMeIn

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