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Gartner Recognizes Genesys Cloud For Ability To Execute

Gartner recently released its 2020 Magic Quadrant for Contact Center as a Service, in which it names Genesys a Leader and positions it furthest for “Completeness of Vision.” We’re super excited to be recognized for our vision — and we’re equally proud of our significant improvement in “Ability to Execute.” Afterall, customers invest in our Experience as a Service vision, but it’s our ability to execute on this vision that earns their trust and engenders loyalty.

1. Meeting New Challenges

A crisis like the COVID-19 pandemic is unlike anything we’ve experienced in our 30 years of business. Across industries, businesses are in uncharted waters. More than 700 organizations have asked Genesys to help with remote capabilities, shifting geographic operations and managing unexpected surges in customer inquiries.

Our rapid response offer was a stress test for the entire organization, our partners and our cloud platform. Teams had to remain agile and adaptable in their execution. Working together, customers had new contact centers up and running in less than 48 hours using Genesys Cloud solutions.

2. Servicing the World

Many companies are looking to consolidate their contact center platforms to a single provider that can service multiple geographic regions. In the report, Gartner shares its perspectives on this important trend.

With customers worldwide, the Genesys Cloud global presence and reach is unmatched. Nearly 60% of our top 50 Genesys Cloud customers are multinational organizations. They’ve chosen Genesys because of our ability to execute against our sound geographic strategy, which includes a well-established global channel and partner ecosystem.

Genesys Cloud is now available in nine Amazon Web Services (AWS) Regions. Our latest additions of Canada, Korea and the UK are especially valuable for companies in financial services and government who have strict data sovereignty requirements. And we have more expansion underway, including new core and satellite regions, along with additional Genesys Cloud Voice availability.

3. Partnering with the Best

Executing well doesn’t mean we do it alone. Our partners are innovative, market leading, world–class companies that work together with Genesys to improve each other’s ability to deliver greater value, at scale, for customers across the globe.

We partner with industry leaders like Microsoft, Google Cloud, AWS, Adobe and Zoom Video Communications. These partnerships are critical for us to advance our Experience as a Service vision. We can consume and share data with these vendors using cloud technology and artificial intelligence to deliver hyper-personalized experiences for customers.

We’re putting additional focus on our global partner network — working more closely than ever to ensure our customers have the right support to execute on their cloud strategies. Additionally, to help organizations extend the Genesys Cloud platform with seamless access to partner applications, integrations and services, we continue to grow the AppFoundry Marketplace.

4. Transforming Contact Centers of All Sizes

Since 2017, we’ve helped more than 2,500 contact centers move from aging call center systems to a cloud customer experience platform built for rapid innovation. Our proven approach lowers risk, simplifies the complicated and delivers business value faster. We know what it takes to get the job done right.

For Westpac NZ, migrating to a cloud-based contact center platform delivered many benefits. After switching to the Genesys Cloud platform, it improved customer experience and Net Promoter Scores, increased call flow by 100%, and moved away from 39 siloed contact centers — broken down by region — to a single virtual contact center.

5. Delivering Value

At Genesys, execution isn’t measured by the number of new features released or the amount of revenue generated each quarter. It’s measured by how we show up — as “One Genesys.” It’s the shared values and trust in each other, across our employees and partners, to deliver amazing experiences and outcomes to our customers and their customers.

Get a complimentary copy of the 2020 Gartner Magic Quadrant for Contact Center as a Service report.

Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020.

Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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