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Genesys Named as Leader in Two Forrester Reports

October 13, 2016
By Alicia Young - Web Editor

It’s a great time to be a part of the Genesys (News - Alert) team. The company prides itself on helping organizations create omnichannel customer experiences, journeys and relationships. Its overall mission is to provide the best customer experience and contact center solutions and, apparently, it’s doing a pretty impressive job. The company announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a “Leader” in two new reports from Forrester Research (News - Alert).

Genesys was invited by Forrester, along with many other companies, to participate in its two new independent research reports. The purpose of these reports was to evaluate the most significant software vendors in contact center interaction management. Impressively, Genesys was named as a “Leader” in both reports.

Forrester’s reports are named “The Forrester Wave™: Contact Center Interaction Management for Large Contact Centers, Q3 2016” and “The Forrester Wave™: Contact Center Interaction Management for Midsize Contact Centers, Q3 2016.” The Forrester Waves for Contact Center Interaction Management covered both on-premises and cloud solutions, making Genesys’ competition even tougher. The analysts chose rankings by gathering details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. 

In both reports, Genesys received the highest scores in the current offering category, as well as in the omnichannel capabilities and reporting and analytics criteria. It also received the highest score in the CRM integration, user interface and third-party ecosystem criteria, as well as in the category focused on market presence for large contact centers.

There seems to be a trend here, one that reflects very well on Genesys.

The Forrester reports author Art Schoeller, Vice President and Principal Analyst, confirmed what these trends clearly indicate by saying, “Customers who want a system that approaches 'best of suite,' a broad global support partner network, and integration with other UC and telephony systems should consider Genesys.”

Schoeller continued by saying that Genesys offers “extensive capabilities and deployment options” for both large and midsize contact centers. He wrote in the report, “[Genesys] support for nonvoice channels like email, chat, and SMS approaches that of best-of-breed vendors.” The reports also found that Genesys offers “out-of-the-box integrations with a wide array of systems, including Microsoft (News - Alert) Skype for Business.”

Genesys already had a good reputation, and their recognition as a “Leader” in two reports is helping to improve upon it even further.

Edited by Maurice Nagle

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