Genesys Named Leader in IDC MarketScape for Conversational AI Software

Genesys recognized as a worldwide leader for general-purpose conversational AI

Genesys, a global cloud leader in AI-powered experience orchestration,was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment. The global market intelligence firm recognized the strength of Genesys AI for its extensive conversational and generative capabilities, which help organizations transform customer and employee experiences.

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“Genesys is consistently delivering AI innovations and deepening the native capabilities within our experience orchestration platform, Genesys Cloud”

“Genesys is consistently delivering AI innovations and deepening the native capabilities within our experience orchestration platform, Genesys Cloud,” said Olivier Jouve, executive vice president and chief product officer at Genesys. “We believe worldwide recognition from the IDC MarketScape validates the strength of our strategic roadmap focused on accelerating the delivery of conversational, predictive and generative AI solutions to help every brand drive loyalty and business outcomes through superior customer and employee experiences.”

Customer demand for the company’s capabilities has risen with the number of organizations deploying three or more native Genesys AI solutions increasing more than 8X year-over-year in the second quarter of its fiscal year 2024 (May 1–July 31, 2023) alone.

According to the IDC MarketScape report, “Genesys provides a broad range of conversational AI and other features for customer support, workforce engagement, sales and marketing. Over the past few years, it has also been steadily acquiring and building AI capabilities that are now embedded across its platform.”

The IDC MarketScape report¹ also noted organizations should “consider Genesys if you are looking for a cloud-based enterprise conversational AI platform that works across the customer and employee experience to provide features such as agent assist, self-service question answering, automated outreach and predictive call routing.”

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The IDC MarketScape measures success across two categories: capabilities and strategies. A vendor’s position reflects its current capabilities, menu of services, how well those services are aligned to customer needs and how well a vendor’s strategy aligns with what customers will require in three to five years.

The report¹ highlighted additional key strengths for Genesys, including the company’s strong partner network. IDC MarketScape stated, “Genesys has a large network of integration, implementation and sales partners that help it support a wide variety of organizations.”

“Over the past few years, Genesys has been delivering on its commitment to infuse AI throughout its contact center as a service offerings — building, acquiring, and incorporating new AI-powered features into a single framework with Genesys Cloud,” said Hayley Sutherland, research manager, conversational AI & knowledge discovery at IDC. “With a focus on features that can enhance ease of use, improve efficiency and increase both customer and employee satisfaction, Genesys is helping customers to quickly gain return on investment from conversational AI and is well-positioned to take advantage of the latest advances in generative AI and large language models.”

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