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Genesys Positioned as a Leader by Gartner in 2014 Magic Quadrant for Contact Center Infrastructure

Genesys (www.genesys.com), a leading provider of customer service and contact center solutions, today announced the company has again been positioned as a “Leader” in the “Magic Quadrant for Contact Center Infrastructure” report by Gartner, Inc. The Gartner Magic Quadrant report evaluates contact center vendors on their completeness of vision and ability to execute. Based upon Gartner’s independent analysis, vendors are placed within one of four quadrants: visionaries, niche players, challengers and leaders. The year 2014 marks the sixth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure.

Genesys Positioned the Furthest for Completeness of Vision

In the current annual Gartner Magic Quadrant evaluation of Contact Center Infrastructure, Gartner positioned Genesys the furthest for completeness of vision, for the fourth consecutive year.

The report states, “Contact centers require a wide range of functions, architectures, features and services to be effective. …Increasingly, contact center managers prefer to purchase much, or all, of their CCI from a single source as a bundle in the pursuit of easier and enduring integration, cradle-to-grave integrated reporting, and easier system management. Therefore, leading CCI vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored.”

The Genesys Customer Experience Platform ensures that the experience an organization delivers aligns with the expectations of its customers and is journey appropriate. By more effectively matching the workload and the required staffing levels for each customer journey, organizations of all sizes can deliver consistent service levels over all touch points, channels and interactions and across sales, marketing and customer service departments. The Customer Experience Platform is available in the easy-to-deploy Premier Edition for small to mid-sized contact centers, the Business Edition for mid-sized contact centers and Enterprise Edition for large contact centers.

“In the last year, Genesys has executed on our vision to build the most complete cloud and premises-based contact center and customer experience solutions for companies of all sizes and levels of required simplicity,” said Paul Segre, President and Chief Executive Officer, Genesys. “We are honored to receive this recognition as a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure for the sixth year in a row.”

About the Magic Quadrant

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. 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.

About Genesys

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797.

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