Gartner has placed Genesys Telecommunications Laboratories in the leaders quadrant of its report, "Magic Quadrant for Contact Centre Infrastructure, 2007" published 16 August 2007, and authored by Drew Kraus and Bern Elliot.
According to Gartner: "Many enterprises are currently migrating, or planning to migrate, their telephony infrastructure away from traditional circuit-switched technology to newer Internet Protocol (IP)-based systems."
"I believe the Leader’s Quadrant in this 2007 report clearly shows the evolution of the contact centre. Customers want the ability to dynamically optimise day-to-day contact centre operations through the real time identification of resource-demand irregularities and instantly adjust agent tasks," says Wes Hayden, president & CEO of Genesys Telecommunications Labs.
"Genesys’ open approach and vision for extending customer care beyond the contact centre are key elements of our strategy for Open IP and our goal of establishing Dynamic Contact Centres."
Genesys supports customers – including customers with sophisticated contact centres or those who may be considering replacing their incumbent telephony
infrastructure vendor and want to migrate across telephony environments – 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; Internet and multimedia integration; real-time 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 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.