Welcome!

News Feed Item

Frost & Sullivan Recognizes Genesys with the North American Company of the Year Award for Its Leadership in the Contact Center Industry

Genesys solutions help clients identify unmet customer needs and implement effective customer experience strategies ahead of competitors

SANTA CLARA, California, April 17, 2018 /PRNewswire/ -- Based on its recent analysis of the contact center industry, Frost & Sullivan recognizes Genesys with the 2018 North American Company of the Year Award for its leadership in the industry. The company offers a robust portfolio of omnichannel customer experience and contact center solutions, optimized for a changing workforce and modern consumer base. It includes enhanced Workforce Optimization (WFO), and artificial intelligence (AI) -powered solutions, such as bots, virtual assistants, and analytics-driven routing and intelligent workflows that help businesses truly differentiate the customer experiences they provide.

Photo: https://mma.prnewswire.com/media/677735/Genesys_Award.jpg

Download the 2018 Frost & Sullivan North American Contact Center Company of the Year Award.

"Genesys offers one of the broadest customer experience portfolios in the industry, with solutions that help businesses achieve specific outcomes, such as revenue increases, cost savings, or improved customer satisfaction," said Nancy Jamison, Principal Analyst, ICT.

The company has maintained a leadership position within the customer contact center industry for years by evolving its Customer Experience Platform, including the Genesys PureCloud®, PureConnect™ and PureEngage™ offers, through ongoing investment in research and development. As a result, Genesys stays ahead of the curve on emerging trends and ever-evolving consumer preferences.  

Over the years, the Genesys brand has grown through a series of strategic acquisitions, which has broadened the company's portfolio to cover the entire market while enriching its cloud offerings. In the past two years, the company has undergone a complete corporate rebranding and restructuring across the organization, from how it develops and delivers products to its sales and professional services.

Genesys offers a broad range of contact center tools, AI and machine learning technologies, and applications that enable customers to address unmet needs and implement effective strategies ahead of competitors. The company's Blended AI strategy, which combines bots with the human touch to solve customer problems faster, is an example of the innovative approach Genesys is taking to infuse AI into customer care.

The company takes a fresh approach to helping businesses apply its offerings for improved customer experience. Genesys Use Cases, for example, provide organizations with definitions of best practices, blueprint architecture designs, implementation guidelines, and return on investment (ROI) calculators that help them model how they can achieve their desired business outcome(s). With more than 80 individual use cases defined across marketing, sales and service, Genesys customers have realized 30 to 50 percent faster time-to-value compared with traditional approaches to similar projects. In addition, Genesys has streamlined the way it sells solutions, engages with and delivers services to its customers. This is evidenced by the following:   

  • To provide its customers with continuous value and to give businesses the level of interaction they want from Genesys, the company launched PureSuccess. The program provides varying degrees of assistance through full-journey, fit-for-purpose sets of services elements relevant to Genesys customers throughout their entire lifecycle.
  • To assist customers with their migration from legacy competitive platforms to the next-generation Genesys Customer Experience Platform, the company introduced its PureBridge program in 2016.
  • As part of its cloud-first strategy, the company shifted to providing a subscription-based consumption model  as an alternative to perpetual licenses, providing clients with flexibility for fluctuating capacity needs and channel usage.

"Through its portfolio of contact center offers, Genesys provides its clients with advanced solutions to engage with customers via new interaction channels and applications, using innovative, sophisticated tools," said Ms. Jamison. "Frost & Sullivan recognizes Genesys as Company of the Year in the contact center industry due to its robust customer care portfolio and long-standing customer commitment."

Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

About Genesys

Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

About Frost & Sullivan
For over five decades, Frost & Sullivan has become world-renowned for its role in helping investors, corporate leaders and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models, and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.

Contact:
Estefany Ariza
P: 210.477.8469
F: 210.348.1003
E: [email protected]

 

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
DXWorldEXPO LLC announced today that Dez Blanchfield joined the faculty of CloudEXPO's "10-Year Anniversary Event" which will take place on November 11-13, 2018 in New York City. Dez is a strategic leader in business and digital transformation with 25 years of experience in the IT and telecommunications industries developing strategies and implementing business initiatives. He has a breadth of expertise spanning technologies such as cloud computing, big data and analytics, cognitive computing, m...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory?
In past @ThingsExpo presentations, Joseph di Paolantonio has explored how various Internet of Things (IoT) and data management and analytics (DMA) solution spaces will come together as sensor analytics ecosystems. This year, in his session at @ThingsExpo, Joseph di Paolantonio from DataArchon, added the numerous Transportation areas, from autonomous vehicles to “Uber for containers.” While IoT data in any one area of Transportation will have a huge impact in that area, combining sensor analytic...
Bill Schmarzo, author of "Big Data: Understanding How Data Powers Big Business" and "Big Data MBA: Driving Business Strategies with Data Science," is responsible for setting the strategy and defining the Big Data service offerings and capabilities for EMC Global Services Big Data Practice. As the CTO for the Big Data Practice, he is responsible for working with organizations to help them identify where and how to start their big data journeys. He's written several white papers, is an avid blogge...
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...
Michael Maximilien, better known as max or Dr. Max, is a computer scientist with IBM. At IBM Research Triangle Park, he was a principal engineer for the worldwide industry point-of-sale standard: JavaPOS. At IBM Research, some highlights include pioneering research on semantic Web services, mashups, and cloud computing, and platform-as-a-service. He joined the IBM Cloud Labs in 2014 and works closely with Pivotal Inc., to help make the Cloud Found the best PaaS.
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
@DevOpsSummit at Cloud Expo, taking place November 12-13 in New York City, NY, is co-located with 22nd international CloudEXPO | first international DXWorldEXPO and will feature technical sessions from a rock star conference faculty and the leading industry players in the world.
In a world where the internet rules all, where 94% of business buyers conduct online research, and where e-commerce sales are poised to fall between $427 billion and $443 billion by the end of this year, we think it's safe to say that your website is a vital part of your business strategy. Whether you're a B2B company, a local business, or an e-commerce site, digital presence is key to maintain in your drive towards success. Digital Performance will take priority in 2018 for the following reason...
One of the biggest challenges with adopting a DevOps mentality is: new applications are easily adapted to cloud-native, microservice-based, or containerized architectures - they can be built for them - but old applications need complex refactoring. On the other hand, these new technologies can require relearning or adapting new, oftentimes more complex, methodologies and tools to be ready for production. In his general session at @DevOpsSummit at 20th Cloud Expo, Chris Brown, Solutions Marketi...
At the keynote this morning we spoke about the value proposition of Nutanix, of having a DevOps culture and a mindset, and the business outcomes of achieving agility and scale, which everybody here is trying to accomplish," noted Mark Lavi, DevOps Solution Architect at Nutanix, in this SYS-CON.tv interview at @DevOpsSummit at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
I think DevOps is now a rambunctious teenager - it's starting to get a mind of its own, wanting to get its own things but it still needs some adult supervision," explained Thomas Hooker, VP of marketing at CollabNet, in this SYS-CON.tv interview at DevOps Summit at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
What's the role of an IT self-service portal when you get to continuous delivery and Infrastructure as Code? This general session showed how to create the continuous delivery culture and eight accelerators for leading the change. Don Demcsak is a DevOps and Cloud Native Modernization Principal for Dell EMC based out of New Jersey. He is a former, long time, Microsoft Most Valuable Professional, specializing in building and architecting Application Delivery Pipelines for hybrid legacy, and cloud ...
In this presentation, you will learn first hand what works and what doesn't while architecting and deploying OpenStack. Some of the topics will include:- best practices for creating repeatable deployments of OpenStack- multi-site considerations- how to customize OpenStack to integrate with your existing systems and security best practices.