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Frost & Sullivan recognises Genesys as leader in new reports

By Zach Thompson
Mon 23 May 2022

Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.

Featured in Frost & Sullivan’s regional cloud contact centre reports, Genesys earned the highest leadership ranking across North America, Europe, Asia Pacific and Latin America.

The cloud contact centre report series analyses the top-tier companies and their growth and innovation leadership, major achievements, and ambitions based on their technology development roadmaps and effective go-to-market strategies.

Genesys says the leadership ranking reinforces that the customer experience orchestration company has the technology and ecosystem to support businesses in developing trust and loyalty by allowing them to carry out personalised experiences grounded in empathy.

The company provides scalability, reliability and flexibility for businesses of all sizes and allows customers to deliver cutting-edge AI, digital, workforce engagement management, analytics and reporting offerings across its Genesys Cloud CX and Genesys Multicloud CX offerings.

“As we’re entering a new era of orchestrated customer and employee experiences, Genesys is uniquely positioned to lead the Experience as a ServiceSM market,” Genesys APAC senior vice president and general manager Assaf Tarnopolsky says.

“With our rich ecosystem, global footprint and innovation, we’re enabling our customers to deliver connected, fluid experiences at a scale that is unrivaled.”

The Frost Radar report highlights various key strengths for Genesys.

In the APAC region, this includes high growth resulting from increased cloud adoption, new and expanded customer deals and significant traction in cloud adoption for big companies.

Additionally, Genesys has expanded its in-country presence as part of a clear strategic growth and market expansion roadmap. In April 2021, the company launched new capabilities for Genesys Cloud CX in India by offering data sovereignty to local businesses.

The company has also launched Genesys Multicloud CX, an industry-first multi-cloud architecture and its Genesys DXTM offering, a conversational AI and digital experience offering aimed at digital customer service, sales and marketing audiences.

Also contributing to its key strengths in APAC, Genesys has an evolving partner ecosystem to speed up cloud adoption with leaders such as Adobe, Microsoft, AWS, Google Cloud and Zoom. This meant the company’s new cloud and subscription bookings in APAC grew to almost 25% of total bookings in FY21.

Moreover, the acquisitions of Pointillist, Exceed.ai and Bold360 have improved the company’s digital capabilities, including conversational AI, dynamic knowledge base and intuitive agent experience, as well as its ability to deliver empathy in every customer experience.

Genesys has boosted its support in the APAC region by increasing its executive leadership to drive greater cloud business momentum and expand across new market segments, as well as establishing strategic partnerships.

“The ultra-competitive Cloud Contact Center as a Service market has undergone many changes in the last five years, and Genesys is in the top tier of industry innovation,” Frost & Sullivan customer experience practice global vice president Alpa Shah says.

“Genesys has transformed itself into a cloud brand and supplemented its internal R&D efforts with almost a dozen acquisitions to round out its cloud-based offerings.”

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