Genesys Telecommunications Laboratories has been placed in the leaders quadrant of Gartner's new report, "Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2006", published in December. 


Gartner characterises leaders quadrant vendors as those with high viability and a strong voice response offering, significant market share, broad geographic coverage, a clear vision for how voice self-service needs will evolve and a proven track record for delivering interactive voice response offerings.
They are well-positioned with their current product portfolio and are likely to continue to deliver leading products.
They have a strong partner ecosystem providing voice response applications, tools and services for their platforms.
They typically have a strong contact centre 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.
"We believe Genesys has extended our market leadership in the IVR and enterprise voice portals market in the past year. Businesses that focus on customer service use Genesys Voice Platform (GVP) to create a great self-service environment as part of a fundamental strategy to stop customer frustration while simultaneously driving efficiency," says said Brian Bischoff, vice-president: worldwide voice platform sales at Genesys Telecommunications Labs.
In addition, GVP is key to delivering the right blend of integrated self- and assisted-service to meet the challenges of dynamic customer service environments."
According to Gartner, organisations are increasingly adopting voice response solutions based on Internet standards and a voice portal architecture. Leading vendors are improving integration between voice self-service and live agent functions, and are reducing the complexity of developing and operating solutions.
The report also makes two Strategic planning assumptions:
* By 2008, 80% of new interactive voice response (IVR) shipments will be standards-based voice portal platforms; and
* By 2008, 80% of new speech automated applications will be part of a Web-based self-service strategy.
As companies move away from proprietary platforms and instead shift toward open, standards-based voice portal platforms, Genesys has increased its market share based on the success of its open standards software solution, Genesys Voice Platform (GVP).
Earlier last year, Gartner Dataquest published a report showing that Genesys led the voice portal shipments by port market on a worldwide basis, and, combined with its April acquisition of VoiceGenie, held 22,7% market share, almost two-and-a-half times the size of its nearest competitor.