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Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS

12 Nov 2020

Cloud customer experience and contact centre solution provider Genesys has been positioned by Gartner as a Leader in the 2020 Magic Quadrant for Contact Centre as a Service. 

The company placed furthest overall for completeness of vision. 

“Today, organisations are accelerating their cloud strategies to manage the exceedingly digital nature of business and rising consumer expectations. Genesys Cloud delivers the agility, ease and the flexibility needed to design their own customer experiences to provide highly personalised service,” says Genesys Cloud  executive vice president and general manager Olivier Jouve. 

“We believe our ability to continuously innovate and address emerging market needs is the reason we leapt ahead on vision and were named a Leader in the Gartner report.”

Genesys is experiencing a surge in Genesys Cloud platform adoption from businesses across the world. 

60% of its top 50 customers are multinational organisations, and the platform is in use in more than 70 countries, driven in part by support from the company’s expansive partner ecosystem. 

A release from Genesys says it will continue to deliver advancements across analytics and reporting, digital, Genesys Workforce Engagement Management, and artificial intelligence (AI) this year. 

Market demand for these new innovations is accelerating as, in the first two quarters of 2020 alone, the company’s AI bookings have grown nearly 300% compared with the same period last year.

In 2015, Genesys first appeared in the North American report as a Visionary and has moved up and to the right this year.

This is the second time this year Genesys has been recognised by Gartner for its vision, also being recognised as a Visionary in the February 2020 Gartner Magic Quadrant for Workforce Engagement Management.

In that report, Gartner evaluated 13 different CCaaS vendors on completeness of vision and ability to execute. 

Gartner then positioned the companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders. 

Gartner defines Leaders in this Magic Quadrant as companies that “are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organisations with local sales and support organisations. 

Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. 

Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.

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