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Genesys named cloud contact centre leader by Frost & Sullivan

Genesys was named a leader by Frost & Sullivan in the annual Frost Radar: North American Enterprise Cloud Contact Center Market 2022 report.

Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both customer (CX) and employee experiences (EX).

Genesys attributes its leadership to the strength of its flagship Contact Center as a Service solution, the Genesys Cloud CX platform, enabling more than 4,000 organisations worldwide to orchestrate differentiated experiences through digital, AI and workforce engagement management capabilities.

The Frost & Sullivan report analyses top industry players for their growth, innovation, roadmap, go-to-market strategies and investment in key trend areas. According to Frost, Genesys continues to employ AI to improve CX and EX, adding to its already robust AI-powered capabilities.

For instance, in 2022, the company added Smart Advisor for agent assistance, increased its knowledge management capabilities, and made advancements in AI-powered forecasting, employee engagement, and predictive engagement with customers.

ML Maco, Executive Vice President of Global Sales and Field Operations at Genesys, says, "In our complex business environment, organisations must drive continual customer value to foster loyalty and repeat business.

"Recognition by Frost & Sullivan underscores our mission to help customers orchestrate experiences that make people feel seen, heard and understood, and the effectiveness of our digital and AI innovations in making that possible. This is the path toward deepening customer and employee relationships today and ultimately long-term business success."

Nancy Jamison, industry director in ICT at Frost & Sullivan, says, "Organisations are more steadily migrating to the cloud so they can rapidly innovate and deliver the service their customers expect. Execution in evolving cloud-based customer care and advanced AI technologies to deliver great experiences were key components in Genesys leadership position in the enterprise-class segment."

In addition to its growth and innovation, Frost & Sullivan recognised Genesys for several key accomplishments, including:

  • Genesys continues to prioritise innovation: The company's annual R&D spend exceeded $300 million in FY 2022 and is one of the largest investments in CX across the market.
  • Genesys is increasing its developer community: The company has experienced more than 3,700 active developers and a 37% YoY growth. Notably, internal developers use the same APIs as the developer community to drive innovation.

Through the power of Genesys cloud, digital and AI technologies, organisations can realise Experience-as-a-Service vision for empathetic customer experiences at scale. According to the company, with Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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