IT Brief Australia logo
Technology news for Australia's largest enterprises
Story image

Frost & Sullivan recognises Genesys as leader in new reports

By Zach Thompson
Mon 23 May 2022

Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.

Featured in Frost & Sullivan’s regional cloud contact centre reports, Genesys earned the highest leadership ranking across North America, Europe, Asia Pacific and Latin America.

The cloud contact centre report series analyses the top-tier companies and their growth and innovation leadership, major achievements, and ambitions based on their technology development roadmaps and effective go-to-market strategies.

Genesys says the leadership ranking reinforces that the customer experience orchestration company has the technology and ecosystem to support businesses in developing trust and loyalty by allowing them to carry out personalised experiences grounded in empathy.

The company provides scalability, reliability and flexibility for businesses of all sizes and allows customers to deliver cutting-edge AI, digital, workforce engagement management, analytics and reporting offerings across its Genesys Cloud CX and Genesys Multicloud CX offerings.

“As we’re entering a new era of orchestrated customer and employee experiences, Genesys is uniquely positioned to lead the Experience as a ServiceSM market,” Genesys APAC senior vice president and general manager Assaf Tarnopolsky says.

“With our rich ecosystem, global footprint and innovation, we’re enabling our customers to deliver connected, fluid experiences at a scale that is unrivaled.”

The Frost Radar report highlights various key strengths for Genesys.

In the APAC region, this includes high growth resulting from increased cloud adoption, new and expanded customer deals and significant traction in cloud adoption for big companies.

Additionally, Genesys has expanded its in-country presence as part of a clear strategic growth and market expansion roadmap. In April 2021, the company launched new capabilities for Genesys Cloud CX in India by offering data sovereignty to local businesses.

The company has also launched Genesys Multicloud CX, an industry-first multi-cloud architecture and its Genesys DXTM offering, a conversational AI and digital experience offering aimed at digital customer service, sales and marketing audiences.

Also contributing to its key strengths in APAC, Genesys has an evolving partner ecosystem to speed up cloud adoption with leaders such as Adobe, Microsoft, AWS, Google Cloud and Zoom. This meant the company’s new cloud and subscription bookings in APAC grew to almost 25% of total bookings in FY21.

Moreover, the acquisitions of Pointillist, Exceed.ai and Bold360 have improved the company’s digital capabilities, including conversational AI, dynamic knowledge base and intuitive agent experience, as well as its ability to deliver empathy in every customer experience.

Genesys has boosted its support in the APAC region by increasing its executive leadership to drive greater cloud business momentum and expand across new market segments, as well as establishing strategic partnerships.

“The ultra-competitive Cloud Contact Center as a Service market has undergone many changes in the last five years, and Genesys is in the top tier of industry innovation,” Frost & Sullivan customer experience practice global vice president Alpa Shah says.

“Genesys has transformed itself into a cloud brand and supplemented its internal R&D efforts with almost a dozen acquisitions to round out its cloud-based offerings.”

Related stories
Top stories
Story image
Microsoft
Elders signs five-year agreement with Microsoft to boost innovation
Australian agribusiness Elders has signed a five-year agreement with Microsoft that looks to transform its customer experience, efficiency and sustainability outcomes.
Story image
Ransomware
Examining the future of ransomware threats with Vectra’s CTO
As customers' valuable data move to the cloud, so will ransomware. What is the current landscape and what do we need to know?
Story image
Apple
Your tools, your choice: why allow employees to choose their own devices?
Jamf Australia says giving your team the freedom to work with their digital device of choice could help to attract and retain top talent in a tight labour market.
Story image
AGVs
Bridgestone Australia uses Dematic's AGVs to optimise warehouse operations
Bridgestone Australia has deployed Dematic's Automated Guided Vehicle solution across its new Melbourne warehouse in Truganina.
Story image
Adobe
Marketplacer and Adobe accelerate partnership for enhanced commerce solutions
Marketplacer has accelerated its partnership with Adobe in order to further enhance the global commerce marketplace.
Story image
Sustainability
Honeywell named Frankston facility services provider
Honeywell has been named the joint facility services provider for Frankston Hospital’s AU$1.1 billion redevelopment.
Story image
Artificial Intelligence
Vectra AI named as AWS security competency partner
Threat detection and response company Vectra AI has announced that it has become an Amazon Web Services Security Competency Partner.
Story image
Recruitment
Thales on recruitment hunt for next disruptive innovations
"Recruiting new talent is part of Thales's belief in the power of innovation and technological progress to build a safer, greener and more inclusive world."
Digital Transformation
Discover the 5 signs your business is ready for a cloud-based ERP. Is your business being left behind as more of your competitors switch to the cloud?
Link image
Story image
Cybersecurity
Without trust, your security team is dead in the water
The rise of cyberattacks has increased the need for sound security that works across any type of business, but with any change, buy-in is essential. Airwallex explains why.
Story image
Accounting
Four factors to consider when choosing the right job accounting solution
Progressive job-based businesses can achieve success by strengthening their ability to quantify every cost attributable to the delivery of an outcome for a customer.
Story image
Wiise
Four things wholesale distributors need to consider for FY2023
In a post-pandemic world, there are many things for a distribution business to juggle. ERP solutions company Wiise narrows down what companies should focus on.
Story image
ASI Solutions
Western Australia CUA panel picks ASI as preferred supplier
Western Australia's Common User Arrangement (CUA) panel has chosen ASI Solutions as a preferred supplier for device hardware.
PwC
PwC's Consulting Business and PwC's Indigenous Consulting are proud to play an important role in helping Australian Indigenous Mentoring Experience build IMAGI-NATION, a free online university for marginalised communities around the world.
Link image
Story image
Digital Fingerprint
Decline in counterfeit cherries after digital fingerprinting
Reid Fruits says there’s been a dramatic decline in counterfeit products for its cherries over the past three export seasons to Asia because of digital fingerprinting.
Supply chain
Discover the 4 critical priorities for wholesale distribution businesses in FY23. Are you worried about how supply chain issues may affect your business in 2023?
Link image
Story image
Aspire
NEC expands Open RAN ecosystem with Aspire Tech acquisition
With its agreement to acquire Aspire Technology, NEC Corporation has further increased its capacity to deliver End-to-End Open RAN ecosystems.
Story image
Samsung
Monitors are an excellent incentive for getting employees back
The pandemic has taught us that hybrid working is a lot easier than we would’ve thought, so how can the office be made to feel as comfortable as home? The answer could be staring you in the face right now.
Story image
Capital
Rubber Monkey gears up for Aussie market with latest capital raise
Rubber Monkey is seeking to raise up to NZ$2.5 million of new capital through online investment platform, Snowball Effect.
Story image
Airwallex
How Airwallex helps businesses achieve globalisation success
As markets continue to shift, businesses need to be able to provide the same quality of service for customers regardless of where they are located around the world.
Story image
Infrastructure
Video: 10 Minute IT Jams - An update from Paessler
Sebastian Krüger joins us today to discuss how unified infrastructure monitoring enables MSPs to seamlessly deliver services to their clients.
Story image
Training
Barracuda customises training to fit ACSC Essential Eight
Barracuda has announced that its Security Awareness Training now provides a customised training curriculum in line with the Australian Cyber Security Centre’s (ACSC) Essential Eight.
Story image
Low-code
Appian unveils low-code certification program in Australia
Appian has announced a program to provide the next generation of low-code developers with access to education on the subject and certification to foster career opportunities.
Story image
Solutions
Progress launches latest version of network visibility solution
In Flowmon 12 network solution, Progress has expanded its support for public cloud provider flow log monitoring and launched new features.
Story image
API
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Productivity
Discover the 5 ways your ERP may be letting you down. Is your current system outdated, difficult to manage, and costing you a fortune?
Link image
Story image
Compliance
SentinelOne integrates with Torq to empower security teams
"With Torq, security teams can extend the power of SentinelOne to systems across the organisation to benefit from a proactive security posture.”
Story image
Cybersecurity
Tech and data’s role in the changing face of compliance
Accenture's study found that 93% of respondents agree or strongly agree new technologies such as AI and cloud make compliance easier.
Story image
Document Management
NZ's FileInvite raises $10M in latest investment round
FileInvite has raised $10 million in Series A investment to fast-forward the extinction of email for requesting and collecting documents online.
Story image
Management
MYOB snaps up Sydney-based management software specialists
MYOB has announced the acquisition of Sydney-based business management software and support specialists, GT Business Solutions.
Story image
Cloud
BT builds on Equinix partnership with new cloud offering
BT has launched a next-generation cloud connectivity offering extending its global network into strategic carrier-neutral facilities (CNFs) and building on its existing partnership with Equinix.
PwC
WSLHD and PwC’s Consulting Business came together to solve through the challenges of COVID-19. A model of care was developed to the NSW Health Agency for Clinical Innovation guidelines with new technology platforms and an entirely new workforce.
Link image
Story image
Ransomware
Businesses unprepared to defend against ransomware attacks
Ransomware attacks continue to impact organisations worldwide with high costs, but businesses are still largely unprepared.
Project management
Discover the 4 crucial factors for choosing the right job-costing solution. Is your team struggling to cost jobs and keep projects running on budget?
Link image
Story image
Artificial Intelligence
Eight top DevSecOps trends to support IT innovation in 2022
The use of DevSecOps practices is growing, as it is increasingly seen as the best way to produce high-quality and secure code. So what are the current trends?
Story image
CSG
To win at 5G, telcos must tame their quoting chaos
The catalogs of CSP (communication service providers) market offerings are set to explode as new digital services emerge, powered by B2B2X business models.
Story image
Artificial Intelligence
Accenture shares the benefits of supply chain visibility
It's clear that gaining better visibility into the supply chain will help organisations avoid excess costs, inefficiencies, and complexity to ultimately improve their bottom line.
Story image
Malware
Colt launches new SASE Gateway solution with Versa
Colt Technology Services’ customers now have access to an integrated full SASE solution that brings together SD WAN and SSE features.
Story image
Multi Cloud
Cloud is a tool, not a destination
For many years, “cloud” has been thought of as a destination which has led to a misguided strategy that sees an enterprise trying to shift all its applications to a single cloud provider – regardless of the specific needs and nuances of each individual workload.
Story image
Payroll
How New South Wales state departments achieved cloud migration success
State departments in New South Wales are heading to the cloud to achieve better workflow solutions, and one company is paving the way for their success.
Story image
Enterprise Resource Planning / ERP
Five ways your ERP is letting you down and why it's time for a change
Wiise explains while moving to a new system may seem daunting, the truth is that legacy systems could be holding your business back.
Story image
Media
Registrations for the W.Media Sydney Cloud and Datacenter Convention 2022 now open
Are you a C-Level executive looking to enhance your knowledge in the cloud and data center space in order to get the best results for your company?
Story image
Data Protection
Five signs your business is ready to move to the cloud
Many organisations are thinking about moving to the cloud. But what are the signs you are ready, and what are the reasons to move?
Story image
Metaverse
How the metaverse will change the future of the supply chain
The metaverse is set to significantly change the way we live and work, so what problems can it solve in supply chain management?