Genesys Telecommunications Laboratories has been placed by Gartner in the "Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise.
Voice Portals, 2008," published February 20, 2008, and authored by Steve Cramoysan and Rich Costello.
Gartner characterises leaders quadrant vendors as, "High-viability vendors with 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 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."
Brian Bischoff, vice-president: worldwide voice platform sales at Genesys, says: "Increasingly, customers who focus on creating great customer experiences are making a great self-service environment part of their strategy to stopping customer frustration. Genesys continues to extend its market leadership position in the IVR and enterprise voice portals market.
“In addition, the Genesys Voice Platform is a key element in helping enterprise customers deliver the right blend of integrated self- and assisted-service to meet the challenges of their 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."