Genesys Named a Leader in Contact Centre Interaction Management by Independent Research Firm

PRESS RELEASE: Genesys® announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognised as a “Leader” in two new reports from Forrester Research. Genesys was among the companies that Forrester invited to participate in two new independent research reports that evaluated the most significant software vendors in contact centre interaction management.

Genesys was recognised as a leader in both new reports, “The Forrester Wave™: Contact Centre Interaction Management for Large Contact Centres, Q3 2016” and “The Forrester Wave™: Contact Centre Interaction Management for Midsize Contact Centres, Q3 2016.” In both reports, Genesys received the highest scores in the current offering category as well as in the omnichannel capabilities and reporting and analytics criteria, and the highest possible score in the CRM integration, user interface and third-party ecosystem criteria. The company also received the highest possible score in market presence for large contact centres.

“Customers who want a system that approaches ‘best of suite,’ a broad global support partner network, and integration with other UC and telephony systems should consider Genesys,” wrote the Forrester reports author Art Schoeller, Vice President and Principal Analyst. Both reports noted that “Genesys offers Premier Edition for smaller configurations.”

Genesys was highlighted as providing “extensive capabilities and deployment options” for both large and midsize contact centres: “[Genesys] support for nonvoice channels like email, chat, and SMS approaches that of best-of-breed vendors.” The reports also note that Genesys offers “out-of-the-box integrations with a wide array of systems, including Microsoft Skype for Business.”

“Proactive omnichannel notifications, predictive outbound dialing, and native workforce optimisation capabilities complete the Genesys Customer Experience Platform,” said Merijn te Booij, Chief Marketing Officer of Genesys. “Genesys makes it easy for firms to create, manage and deliver contextually relevant experiences across the entire customer journey in all channels including voice, email, chat, social, mobile and web. We believe our recognition as a leader in these two Forrester Wave reports further validates our continued innovation as the market leader.”

The Forrester Waves for Contact Centre Interaction Management covered both on-premises and cloud solutions. 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.