Genesys, a leading provider of customer service and contact centre solutions, has announced the Company has been positioned as a “Leader” in the “Magic Quadrant for Contact Centre Infrastructure” report by Gartner.
The report evaluates contact centre 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 Centre 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 recognised Genesys as the company with the most complete vision.
This leadership position was also reflected in the Gartner Contact Centre 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 Centre Agent End-User Revenue by Manufacturer Worldwide for 2012.
In the Magic Quadrant for Contact Centre report, Gartner states, “increasingly, contact centre managers prefer to purchase much, or all, of their contact centre infrastructure from a single source in the pursuit of easier and enduring integration…therefore, leading contact centre infrastructure vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favoured.”
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 centre 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 centres, self-service applications and back office process task prioritisation.