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Gartner labels Genesys the leading vendor for contact centre infrastructure

24 May 17

Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide, in addition to being the vendor position furthest for ‘completeness of vision’ for the ninth consecutive time.

And for the first time, Genesys has also achieved the highest placement overall for its ‘ability to execute’, something the company is very proud of.

Just how did the rating process work? According to Genesys, the 2017 report on the Magic Quadrant for Contact Centre Infrastructure, Worldwide, evaluated 12 different contact centre infrastructure vendors on completeness of vision and ability to execute.

There are then four quadrants which Gartner uses to position companies; Visionaries, Niche Players, Challengers and Leaders.

Gartner asserts Leaders are companies that execute well against their current vision and are well-position for what lies ahead tomorrow.

Chief marketing officer at Genesys, Merijn te Booij says the company is over the moon with the results.

“We believe our ninth consecutive time as a Leader in the Magic Quadrant for Contact Centre Infrastructure, Worldwide can be attributed to our long-term strategy and commitment to the market, passionate focus on our customers, and investment in our Customer Experience Platform,” says te Booij.

“This year, we credit our position as the overall leader on both axes to our unique capability of delivering true omnichannel engagement, including omnichannel journey management and omnichannel context sharing, across marketing, sales and services.”

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