IDC MarketScape
Genesys is named a Leader in the IDC MarketScape — and recognized for strengths in breadth of offering and omnichannel capabilities
Conversational artificial intelligence (AI) solutions for customer experience, sales and marketing use cases have become essential for driving personalized, frictionless interactions at scale. These solutions can automate customer engagements; enable intelligent self-service and agent assistance; streamline complex workflows; and deliver personalized, context-aware experiences.
Driving long-term value with conversational AI requires a solution that seamlessly integrates across channels, learns and improves with every interaction, and scales with your business needs. It also requires a vendor who can deliver innovation, trust and expertise.
The “IDC MarketScape: Worldwide Conversational AI Platforms for Front Office Use Cases 2025-2026 Vendor Assessment” evaluates vendors on their strategies and capabilities. Genesys was recognized for strengths in breadth of offering and omni-channel capabilities.
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IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.
