Gartner has named Genesys a market leader in the ‘Magic Quadrant for Contact Centre Infrastructure, Worldwide’ report.
This is the seventh consecutive year that Genesys, the specialist in omnichannel customer experience (CX) and contact centre solutions, has been named a leader for contact centre infrastructure.
Gartner also positioned Genesys the furthest for ‘completeness of vision’ for the seventh consecutive year.
The annual Gartner Magic Quadrant report evaluates contact centre vendors on their completeness of vision and ability to execute.
Based upon Gartner’s independent analysis, vendors are placed within one of four quadrants: visionaries, niche players, challengers or leaders.
Genesys Omnichannel Journey Management was unveiled during the 2015 Enterprise Connect conference in March.
The new omnichannel enhancements to the next generation Genesys Customer Experience Platform provides a range of capabilities that include omnichannel context (inclusive of voice), multimodality, orchestration and journey lifecycle management.
“We’re setting a new standard for omnichannel customer engagement and educating the market on the need for a comprehensive and customer-centric system of engagement as a key ingredient to a world-class customer experience strategy,” says Paul Segre, Genesys president and CEO.
“We are proud and excited to be recognised by Gartner as a market leader in its Magic Quadrant report for the seventh year in a row.”