Gartner has placed Genesys Telecommunications Laboratories in the leaders quadrant of its report, "Magic Quadrant for Contact Centre Infrastructure, EMEA, 2007" published October 30, 2007, and authored by Drew Kraus and Steve Blood.
According to the Gartner report, "The opportunity for product consolidation and platform replacement is huge, especially given the migration to IP telephony. And as companies start the consolidation process for telephony, they can look again at the architecture for contact centres."
"We continue to see customers across the EMEA region value our open platform approach, which allows them to deliver customer service across any network and any site while leveraging existing infrastructure," says Nicolas Kaploun, senior vice president, EMEA, Genesys Telecommunications Labs. "Genesys’ open approach is fundamental to our strategy for Open IP and is a key criterion to help customers implement Dynamic Contact Centres."
Genesys supports customers – including customers with sophisticated contact centres or those who may be considering evolving their telephony infrastructure and want to protect their investments – with a broad suite of highly scalable, contact centre open software applications and capabilities, including:
* Consolidation and virtualisation of resources;
* Proactive contact management;
* Reporting and analytics;
* Branch, remote and expert integration;
* Business process routing;
* Customer-centric routing;
* Internet and multimedia integration;
* Realtime recommendations;
* Workforce management and optimisation; and
* Integrated self-service.
According to the Gartner report, vendors in the leaders quadrant are characterised as, "High-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision for how contact centre needs will evolve and a proven track record for delivering contact centre products.
"They are well positioned with their current product portfolio and are likely to continue to deliver leading products. 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."
A recently published report from Gartner Dataquest – "Market Share: Contact Centres, Worldwide, 2006" by Drew Kraus, May 4, 2007 – shows that Genesys was the fastest-growing contact centre vendor among the 10 leading vendors in the market in terms of total agent shipments worldwide in 2006.