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IDC Names ITEXPO/Future of CX Expo Keynoter Genesys Leader for General Purpose Conversational AI Software

By Greg Tavarez December 12, 2023

Genesys stands out as one of the specialists in contact center solutions and omnichannel customer experiences. Tailoring their services to organizations of diverse sizes, Genysys allows clients with AI-driven, personalized interactions for their customer base. The company's offerings encompass a spectrum of services designed to enhance customer experiences.

For enterprises on a global scale, Genesys provides a robust platform featuring top-notch security measures, extensive deployment choices, and a broad array of communication channels. This comprehensive approach enables dynamic organizations to deliver exceptional customer experiences.

Small businesses can leverage Genesys for seamless integration of digital channels, remote work solutions and other tools to not only meet but exceed customer expectations. Meanwhile, midsize businesses benefit from Genesys' commitment to ensuring that organizations consistently provide the services demanded by their customers through an extensive array of features and options.

Genesys further extends its impact through Professional Services, which offers organizations access to consultants and capabilities such as rapid deployment, optimization, and multi-vendor integration. This lets businesses optimize their operations and deliver a high level of customer experiences. Learn more from Genysys and Peter Graf, chief strategy and operations officer, Genesys, during a keynote presentation at ITEXPO and Future of CX Expo on February 13-15, 2024, in Fort Lauderdale, Florida.

Genesys has facilitated results for its customers that include a 400% surge in digital sales, a 25% increase in agent productivity and a 100% return on investment in less than three months. 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 eight times year-over-year in the second quarter of its fiscal year 2024 alone.

So, it’s no wonder that the company 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.

“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. “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.”

The IDC MarketScape measures success across two categories: namely, 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 report highlighted key strengths for Genesys, including the company’s strong partner network as well as its broad range of conversational AI and other features for customer support, workforce engagement sales and marketing. The IDC MarketScape report even suggests organizations should look into Genesys if they need a cloud-based enterprise conversational AI platform.

“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 and Knowledge Discovery at IDC. “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.”

To hear more from Peter Graf, Chief Strategy and Operations Officer, Genesys, join him for his session at ITEXPO 2024 and Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. Since 1999, ITEXPO has combined educational conference programming with a robust exhibit hall, networking events, and other activities, bringing together buyers and providers of business technology products and services that drive business success. Meanwhile, at Future of CX Expo, discuss the latest research and development in this field and learn about the tools needed to launch applications of future of CX in a range of industries.




Edited by Alex Passett
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