Genesys named a leader in IDC's MarketScape for contact centre capabilities, innovations, and strategy

Genesys, the omnichannel customer experience (CX) and contact centre solutions provider, has been recognised as a leader in International Data Corporation's IDC MarketScape: Worldwide Contact Center Infrastructure and Software 2015 Vendor Assessment.

IDC mentioned Genesys for:

 Highly rated cloud contact center capabilities and increased cloud focus through “impressive” acquisitions and organic growth
 Product line innovation and go-to-market strategies

“We’re setting a new standard for what customers should expect from vendors in the industry,” said Paul Segre, President and CEO of Genesys. “This report validates that the Genesys Customer Experience Platform combined with our strategic cloud investments and product innovation continue to separate us from the field as a market leader.”

This study includes an analysis of 12 worldwide product vendors selling to end users and service providers, which in turn provide contact-centre-as-a-service (CCaaS) or hosted solutions. The IDC Marketscape report evaluates current product vendor capabilities and long-term strategies that impact their ability to service customers and gain market share. The contact centre infrastructure and software market includes voice and digital media contact distribution, management, and agent-software clients, as well as self-service solutions for voice, web, and mobile devices used to offer customer service solutions as part of a customer experience strategy.

"Genesys has a strong portfolio of customers and partners that enables the company to address both the basic requirements of the mid-market with a packaged solution and also the highly customised needs of the large enterprise,” said Jason Andersson, IDC Analyst and author of the IDC MarketScape report, which was released for the first time in 2015.

The recognition by IDC represents the second time since January 2015 that Genesys has been named as a leading global contact centre solutions provider.

Interested?

Read the IDC MarketScape: Worldwide Contact Center Infrastructure and Software 2015 Vendor Assessment report (Doc #I05X, July 2015)

Join the global webinar on October 14, 2015 entitled 7 Golden Rules for Architecting a Modern Contact Center featuring Andersson and Melissa O’Brien of IDC. The webinar will be presented live in North America, Europe, Latin America and Asia Pacific time zones.