Customer Experience, Service & Success

CX Leader Genesys Named a Visionary in the Gartner Magic Quadrant

Cloud customer experience provider recognized as a Visionary in worldwide report
customer service experience

Genesys®, a global leader in cloud customer experience and contact center solutions, has been positioned by Gartner, Inc. as a Visionary in the 2021 Workforce Engagement Management (WEM) Magic Quadrant1, for its ability to execute and completeness of vision.

“Contact centers are struggling with high employee turnover rates and low performance due to a system of point solutions that make it difficult to manage and improve the agent experience. Our Workforce Engagement Management solution provides a single platform for onboarding, learning and training, performance management, and more,” said Olivier Jouve, executive vice president and general manager, Genesys Cloud™. “We believe our focus on delivering an all-in-one solution that powers both the customer and employee experience drove our significant movement towards the Leaders quadrant.”

Genesys is seeing a surge in adoption of Genesys Cloud and WEM capabilities as organizations adapt to the new workforce paradigm and realize the positive impact that engaged employees have on the customer experience. In fiscal year 20212, Genesys Cloud had more than 300,000 users on its platform, a 106 percent increase year over year with 118 percent WEM customer growth.

“Employees are at the heart of customer experience, and they need to feel understood, empowered, and engaged in order to make more meaningful connections with customers,” said Merijn te Booij, general manager, Workforce Engagement Management, Genesys. “We actively listen to customers’ feedback and requests, and their input helped us truly focus on the agent experience for the 50+ new WEM capabilities we launched last year.”

The company’s focus on offering end-to-end solutions that power both customer and employee experiences is often cited as a primary driver for customer adoption. According to Genesys customer Henry Svendblad, CTO of Company Nurse, “Built-in workforce and quality management set Genesys apart from competitors, which required the use of third-party solutions to deliver this functionality.”

The company was also recently recognized by Gartner as a Leader in the 2020 Magic Quadrant for Contact Center as a Service3.

Gartner Disclaimer:
Gartner does not endorse any vendor, product or service depicted in our 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.

1 Gartner, Magic Quadrant for Workforce Engagement Management, 26 April 2021Jim DaviesJim Robinson, Kim Dans, Mark R. Dauigoy.

2 In May 2020, Genesys transitioned its fiscal year from a calendar year to a fiscal year ending on January 31, 2021.

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

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