maqic quandrant leader

The Big 10, the top 10, a perfect 10. The number 10 has significance in many forms. In the 2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, 10 years and counting comes to mind with Genesys being named a Leader for the 10th consecutive time. It’s also the 10th year that Genesys has been placed furthest to the right in terms of completeness of vision. We believe this recognizes that our thought leadership is aligned with market trends and customer needs.

In our opinion, our long-standing leadership position is validation of our ongoing commitment to our customers and our investment in customer experience solutions. 65% of the most valuable, global brands trust our customer experience platform to successfully manage their customer journeys. And in the past year, hundreds more industry leaders trust Genesys to differentiate their brands by providing omnichannel experiences for their customers.

Our Continued Focus on Innovation
Yet, as customer expectations and technology continue to evolve at a rapid pace, we know that there’s no time to rest on our laurels. So, we are delivering innovation faster than ever before. As an example, our recent acquisition of Altocloud helps our customers grow their business by using machine learning to predict customer behavior and engage in the right moment. As a result, companies are increasing revenue and improving customer experience. Our introduction of Kate, Genesys’ AI platform that brings together machine learning, bots and cognitive computing, is further evidence of us leading the way in customer experience.

Building a vision for our customers’ future isn’t just about the next set of new features. It depends on a future-proof architecture that allows for rapid innovation. We believe that the architecture best suited for this rapid rate of change is based on secure common microservices. With common microservices, we develop once to use with any platform – PureEngage, PureConnect and PureCloud. And common microservices benefit both our cloud and on-premises customers. Over the past six years, we have been mastering this architectural approach to provide scale, elasticity, and stability. It’s how we innovate faster.

Ongoing Dedication to Our Customers’ Success
Along with our substantial strides in innovation, we have also transformed how we help businesses realize the benefits of our solutions. Being in control of how you engage with your customers is key to staying competitive but deploying any customer experience solution can often feel complicated and expensive to set up. Companies need a simple plan and we understand. We’ve helped 11,000 companies through this in almost 30 years, so we know how to get this done. We put our experience and expertise to work at moving you forward more quickly while reducing risk, effort, and headaches along the way.

  • Throughout 2017, we launched prescriptive use cases for all three Genesys platforms that combine software, services, and best practices to turn your customer experience vision into reality with reduced risk and faster time to value.
  • Earlier this year, we launched PureSuccess, a tailored set of services that provide guidance and support at every turn, from strategy development and change management to technical guidance and value realization. With three offers, PureSuccess is designed to help businesses get the ongoing, full-journey guidance they need to deliver an exceptional experience to their customers.
  • We have also introduced a tier-less support program for PureConnect premise and cloud customers to provide additional expertise via technical account managers and customer success managers. This includes more experts in Genesys Care for 24×7 support for both PureConnect and PureCloud. Our customers are already seeing the benefits, and customer support will continue to be a top priority in 2018 and beyond.

Decreased Total Cost of Ownership
Through our prescriptive use cases, tailored services and greater support, we are delivering more value to customers than ever before. With new flexible subscription pricing, we also offer a lower cost of entry and flexibility to ‘burst’ to increase capacity and ‘remix’ software to meet businesses’ changing needs. An on-premises subscription plan also provides a stepping stone to the cloud with the same PureSuccess services. With prescriptive use cases, tailored services and a flexible subscription plan, you get faster time to value, lower total cost of ownership and reduced risk.

Our Mission
We are pleased to be recognized by Gartner as a leader for the 10th consecutive time. At Genesys, our mission is to power the world’s best customer experiences and our success comes from connecting employee and customer conversations on any channel every day. It’s a worthy mission and one we relentlessly pursue with deep industry expertise, ongoing innovation, and dedication to helping our customers achieve great business outcomes.

Read the full report from Gartner

Gartner does not endorse any vendor, product or service depicted in its research, publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

Janelle Dieken

Janelle Dieken

Janelle Dieken is the Senior Vice President of Product Marketing with over 15 years of experience in customer experience solution strategy. Janelle is responsible for competitive intelligence, product marketing, and financial sales tools and analytics to drive continued business growth....