Call Center Software Featured Article

Genesys Recognized as a Leader in Gartner’s Magic Quadrant

July 12, 2012

By

Mini Swamy
TMCnet Contributor

Gartner (News – Alert) Inc., the market research firm, recognizing Genesys as a high-viability vendor with a broad strong, portfolio and exceptional capabilities, has positioned it in the Leaders Quadrant of its report, “Magic Quadrant for Contact Center Infrastructure, Worldwide.”

Published June 27, 2012 and authored by Drew Kraus, Steve Blood and Geoff Johnson, the report evaluated Genesys (News – Alert) on the basis of completeness of vision, ability to execute and continued ability to differentiate itself from other competitors.

“Genesys is pleased to be included as a leader in Gartner’s Magic Quadrant, but we recognize that to maintain this level of recognition, it is imperative to continue evolving,” said Nicolas de Kouchkovsky, chief marketing officer at Genesys.

The provider of customer service and contact center software and services has thus continuously sought to optimize processes and the performance of customer-facing employees across the enterprise, said company officials.

Although it did not offer best-of-breed solutions for every customer requirement, its proven ability to provide solutions that were relatively low risk, to deliver strong products and an exceptional customer experience, worked in its favor.

With its customer service platform and solutions, Genesys claims to be uniquely positioned to help companies bring their people, insights and customer channels together and help companies deliver fast, simple service and a unique cross-channel customer experience.

Additionally, its broad geographic coverage of more than 2,000 customers in 80 countries, standing in the contact center market, flexible approach that allows companies to choose between an on premise, cloud or hybrid implementation depending on their individual needs, made it a strong contender for a place in Gartner’s Magic Quadrant.

And, that’s not all, Genesys also provides Interactive Voice Response, workforce optimization and analytics, Web, mobile and social customer service solutions, has launched the Genesys Mobile Engagement Solution and brought SIP to the mainstream for contact centers All this appears to demonstrate that Genesys is committed to pushing the envelope, encouraging organizations to build trust between brands and customers.

Yealink (News – Alert), well-known throughout the IP industry for its full featured cost-effective VoIP phones, received official worldwide recognition by Genesys for its SIP endpoint solutions, which are completely compatible with the Genesys server.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News – Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It’s also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Rich Steeves