Genesys, the omnichannel customer experience and contact centre solutions firm, has been recognised as a leader in International Data Corporation’s ‘IDC MarketScape: Worldwide Contact Center Infrastructure and Software 2015 Vendor Assessment‘.
The IDC MarketScape report recognised Genesys for its “highly rated cloud contact centre capabilities and increased cloud focus through ‘impressive’ acquisitions and organic growth”, as well as its “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.