IDC MarketScape
Genesys named a Leader by IDC MarketScape — and recognized for strengths in breadth of offering and omni-channel capabilities
Conversational artificial intelligence (AI) solutions for customer experience, IT help desk and business operations use cases have become essential for many organizations. These solutions can automate routine interactions; augment teams with real-time copilots; enable supervisors to scale monitoring and coaching; and deliver personalized, context-aware engagement — all while driving efficiency and improving outcomes for customers and employees alike.
Driving long-term value with conversational AI requires a solution that orchestrates intelligence across interactions, adapts to evolving use cases and scales with business growth. It also requires a vendor who can deliver results today while providing a maturity model to accelerate AI-powered transformation for what’s next.
The “IDC MarketScape: Worldwide General Purpose Conversational Artificial Intelligence Platforms Vendor Assessment” evaluates vendors on their breadth of offering and ease of use. Genesys was recognized for strengths in breadth of offering and omni-channel capabilities.
Choosing a leader in conversational AI matters — because robust decisioning, governed accuracy and enterprise-grade routing ensure agents act safely and consistently at scale. Get the report and discover why Genesys is recognized as a Leader for the second time in this market. You’ll also unlock:
