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Genesys Positioned As A Major Player In IDC MarketScape: Worldwide Conversational AI Software Platforms For Customer Service 2021 Vendor Assessment

Genesys DX recognized for broad range of functionality, low-code/no-code capabilities and strong reporting and analytics tools.

Genesys, a global cloud leader in customer experience orchestration, has been positioned in the Major Players category in the IDC MarketScape: Worldwide Conversational Artificial Intelligence (AI) Software Platforms for Customer Service Use Cases 2021 Vendor Assessment report for the broad range of functionality of Genesys DX, a standalone AI-powered digital customer engagement platform.

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“Digital engagement is an imperative for businesses as they strive to meet consumer demands for always-on personalized experiences, and conversational AI is critical for delivering those experiences at scale,” said Barry O’Sullivan, Executive Vice President and General Manager of Genesys Digital and AI. “This recognition by the IDC MarketScape, a first for Genesys, validates our continued investment in innovation, and we aim to continue momentum as we expand our digital and AI capabilities and address market opportunities beyond the contact center.”

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The IDC MarketScape highlights a number of key strengths for Genesys, including:

  • Strong general purpose question answering capabilities based on an integrated knowledge base, which automatically adds new intents using machine learning. With AI-enabled knowledge, customers can easily source, enrich and contextualize knowledge by adding alternative phrasing, rich media, and channel-specific variations.
  • Low-code/no-code capabilities enabling non-developers to easily build, modify and deploy conversational AI applications. The development interface puts AI in the hands of business users, minimizing dependence on IT and bringing the technology closer to customer experience domain experts.
  • Strong reporting and analytics tools for improving conversational AI experiences and tracking success across channels. The platform also includes an out-of-the box view into how customer intents are managed, highlighting opportunities for automation and proactively identifying issues with conversational AI implementation.
  • Strategic focus on integrating Genesys DX assets with broader Genesys AI and digital capabilities for expanded engagement options and a more robust conversational AI platform across Genesys CX solutions.


“Genesys’ acquisition of Bold360 was a strong move in a highly competitive market,” said Hayley Sutherland, Senior Research Analyst, Conversational AI & Intelligent Knowledge Discovery at IDC. “By bringing together its pre-existing AI and digital capabilities with assets from Bold360, Genesys is evolving into a major player in the conversational AI market.”

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