Genesys Positioned in Leaders Quadrant

Next Steps

2008 Contact Center Infrastructure Leadership

In 2007, market research firm, Gartner, Inc., positioned Genesys as a leader in its Magic Quadrant for Contact Center Infrastructure in EMEA, Asia Pacific and North America.

"The Gartner Magic Quadrant evaluates vendors for "completeness of vision" and "ability to execute." Those who are contact center industry "Leaders" are considered high-viability companies with broad portfolios, show significant market share, have broad geographic coverage and a clear vision for how contact center requirements will evolve and a track record of delivering contact center products." Gartner

"Genesys' open approach and vision for extending customer care beyond the contact center are key elements of our strategy for Open IP and our goal of establishing Dynamic Contact Centers," says Paul Segre, CEO of Genesys Telecommunications. "Being positioned as an industry leader across all geographies not only assures customers that we're there for them regardless of where they're located, but also that they can be confident that they're relying on a stable, trusted advisor."

Read the Reports:
Magic Quadrant for Contact Center Infrastructure - EMEA Region

2008 IVR and Enterprise Voice Portal Leadership

In 2008, market research firm, Gartner, Inc., positioned Genesys as a global leader in its Magic Quadrant for IVR and Enterprise Voice Portals.

"Leaders are high-viability vendors with a strong voice response offering, significant market share, broad geographic coverage, a clear vision of how voice self-service needs will evolve and a proven track record of delivering IVR offerings. They are well-positioned with their current product portfolio and are likely to continue to deliver leading products. They have a sound partner ecosystem providing voice response applications, tools and services for their platforms. They typically have a strong contact center offering, with good integration between this and their voice response platform. Leaders do not always offer the best-of-breed solution for every customer requirement. However, overall, their products are strong, with some exceptional capabilities. Additionally, they provide solutions that offer relatively low risk."   Gartner

"Genesys consistently leads the way on features and functionality for implementing voice self-service within a multichannel strategy, integrated with live-agent support." Gartner

"Increasingly, customers who focus on creating great customer experiences are making a self-service environment an integral part of the strategy to stop customer frustration. Genesys continues to enable this reality and extend its market leadership position in the IVR and enterprise voice portals market,” Brian Bischoff, Vice president, Worldwide Voice Platform Sales.

Read the Report:
2008 Magic Quadrant Report for IVR and Enterprise Voice Portals

Thought Leadership from Genesys

Genesys contact center technology is leading today, and is well-positioned for tomorrow. To learn more about the Genesys vision, please explore:

Customer Service Guide: Increasing Agent Productivity and Satisfaction
Dynamic Contact Center White Paper