Technology

Genesys Ranked a “Leader” in Cloud Contact Centers According to Independent Research Firm

Genesys®, the global leader in omnichannel customer experience and contact centre solutions, has been recognized as a “Leader” for its PureCloud® platform in a new report, “The Forrester Wave™: Cloud Contact Centers, Q3 2018,” published this month. Forrester Research, Inc., a leading global research and advisory firm, looked at current product offering, strategy, and market presence.

Forrester Wave author Art Schoeller, vice president and principal analyst, noted the following in the report:

  • Genesys has “extensive global reach and a rich partner ecosystem to provide country-level and vertical-specific contact center solutions and services.”
  • Its multitenant cloud contact centre offering, Genesys PureCloud, has a “modern microservices architecture” and “comes with pre-built integrations with all major CRM providers.”
  • PureCloud “has a common user interface across multiple roles … simplifying training and optimizing many operational aspects of the contact centre.”
  • Schoeller concludes that companies should “shortlist PureCloud for midsize contact centre deployments within and outside of North America that need to tap Genesys’ global resources and support.”

Genesys was among the top-ranked in the corporate strategy subcategories encompassing business vision, product strategy, roadmap execution, and geographic strategy. It received the highest scores possible for its rich partner ecosystem, which includes reseller agreements with the world’s top telcos, including Telefónica, Telstra, Swisscom, TDC Group and more. This aggressive channel strategy is fueling PureCloud’s rapid global expansion, along with the launch of the AppFoundry, the company’s unified customer experience marketplace for applications and integrations.

“We believe PureCloud naturally stands out among cloud contact centre solutions, providing unrivaled flexibility for businesses of all sizes. For us, our placement as a leader is testament to our team’s relentless effort to deliver technological advances that ensure businesses can provide the best cloud-based experiences tailored to their requirements and customer expectations,” said Olivier Jouve, executive vice president, PureCloud, at Genesys. “It also reinforces our investment in artificial intelligence and machine learning as the foundation for innovations like predictive routing and Altocloud, which we believe will make PureCloud the cloud contact centre of choice for any business anywhere in the world.”

Genesys also received the highest scores possible in the subcategories covering product architecture (including multitenant architecture deployment, and support for APIs and SDKs), routing algorithms, outbound voice capabilities, orchestration tools, prebuilt reports and dashboards, user experience strategy and design, voice capabilities and integration, high reliability configurations, and CRM integrations.

The Forrester Wave methodology requires analysts to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references.

See the Forrester Wave graphic and download your complimentary copy of The Forrester Wave: Cloud Contact Centers, Q3 2018.

About Genesys

Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com