Genesys, a global cloud leader in experience orchestration, has been highlighted as a leader by Forrester in their Contact Center as a Service (CCaaS) report. Genesys Cloud CX┢ platform earned the highest scores possible in the artificial intelligence (AI) architecture, workforce optimization and customer self-service criteria, and among the highest scores in the outbound capabilities criteria. The recognition demonstrates how the Genesys platform empowers organizations with a future-focused vision, digital infrastructure, and the innovation to meet customer expectations.
The Chief Product Officer of Genesys, , stated: “Our vision is to enable any organization to drive loyalty through personalized, empathetic experiences at scale. Our growing list of recognitions as a Leader from Forrester signifies the strength of the Genesys Cloud CX platform’s digital and AI capabilities for giving organizations the foundation to orchestrate customer and employee experiences in the contact center and beyond.”
Forrester Wave evaluation assesses the top vendors in the market and requires the analyst to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. Forrester recommended the Genesys platform for its breadth of functionality, with powerful customer journey analytics from its acquisition of Pointillist and its comprehensive suite of workforce optimization capabilities. They also noted the potential to extend beyond the contact center, to all customer interactions.
Genesys Cloud CX is unmatched in its ability to transform and modernize how businesses connect with customers and employees. Demand for the platform is driving Genesys market share gain, with Genesys Cloud CX revenue increasing approximately 50% year-over-year and propelling the company past total revenue in fiscal year 2023.
Through Genesys’ suite of cloud AI and digital technology, it provides a wide range of services to help provide insightful customer journeys, automate back-office processes, and power conversations across channels. The company’s dedication and commitment to providing the best customer experience ensure businesses of all sizes are able to meet the ever-increasing demand for personalized experiences. With its innovative contact center technology, Genesys helps organizations achieve true intimacy at scale, fostering customer trust and loyalty, and empowering them to realize Experience as a Service™.
