IDC MarketScape:
Genesys named a Leader by IDC MarketScape — recognized for strengths in platform breadth and unification and pace of innovation.
Conversational intelligence and analytics can help organizations uncover customer intent and interaction drivers, optimize journeys, improve employee performance, and use AI-powered insights to deliver more intelligent, personalized experiences.
Driving long-term value requires more than analyzing individual conversations. Organizations need a unified platform that can connects conversational analytics with customer journey insights, AI-powered assistance and workforce engagement — helping teams understand the full context of experiences, turn insights into action and continuously improve customer and employee outcomes.
The IDC MarketScape: Worldwide Conversational Intelligence and Analytics Software 2026 Vendor Assessment evaluates vendors on their strategies and capabilities. Genesys is positioned as a Leader, with IDC MarketScape highlighting platform breadth and unification and pace of innovation as strengths.
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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.
