DALY CITY, Calif.--(BUSINESS WIRE)--Genesys, a leading provider of customer service and contact center solutions, today announced the Company has been positioned as a “Leader” in the “Magic Quadrant for Contact Center Infrastructure” report by Gartner, Inc. The report evaluates contact center vendors on both completeness of vision and ability to execute, resulting in placement within one of four quadrants that represent visionaries, niche players, challengers and leaders. This is the ninth consecutive Magic Quadrant that Genesys has been positioned in the Leaders Quadrant for Contact Center Infrastructure.
Genesys improved its Magic Quadrant position over last year in both completeness of vision and ability to execute. For the third year running, Gartner recognized Genesys as the company with the most complete vision. This leadership position was also reflected in the Gartner Contact Center Market Share Analysis that came out in April which showed that Genesys, now operating separately from Alcatel-Lucent, is one of the top two vendors for Contact Center Agent End-User Revenue by Manufacturer Worldwide for 2012.
In the Magic Quadrant for Contact Center report, Gartner states, “increasingly, contact center managers prefer to purchase much, or all, of their contact center infrastructure from a single source in the pursuit of easier and enduring integration…therefore, leading contact center infrastructure vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored.”
The report also states, “Gartner has seen a steady increase in client interest in cloud-based deployments, ranging from CCaaS solutions to company-dedicated hosted solutions…these solutions have also evolved from providing only basic call routing to supporting complex customer routing schemes, including those supporting multiple media and sophisticated customer segmentation.”
The Genesys Customer Engagement platform (referred to as the Customer Interaction Management or ‘CIM’ platform in the report), is at the heart of every Genesys deployment. It is the industry’s most complete platform on which companies can deploy an all-in-one, end-to-end scalable contact center of any type at the pace that fits their business need whether in the cloud, on-premise or hybrid cloud and premise. Common deployments are for inbound or outbound contact centers, self-service applications and back office process task prioritization.
The Genesys capabilities for cloud or hybrid cloud deployments were recently announced with the recent launch of Genesys Cloud.
“Genesys has been committed to providing the most complete range of innovative contact center solutions deployed from the cloud, hybrid cloud or premise that meet the needs of businesses of all sizes since our inception,” said Reed Henry, Chief Marketing Officer, Genesys. “We are thrilled to receive this recognition as a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure.”
Gartner Market Share Analysis: Contact Centers, Worldwide, 2012 by Drew Kraus published 16 April 2013.
Gartner Magic Quadrant for Contact Center Infrastructure by Drew Kraus, Geoff Johnson and Steve Blood published 18 June 2013.
About the Magic Quadrant:
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Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise. www.genesyslab.com