Cloud customer experience provider recognised as a Visionary in worldwide report
Genesys®, a global leader in cloud customer experience and contact centre solutions, has been positioned by Gartner, Inc. as a Visionary in the 2021 Workforce Engagement Management (WEM) Magic Quadrant[i], for its ability to execute and completeness of vision.
“Contact centres 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 organisations adapt to the new workforce paradigm and realise the positive impact that engaged employees have on the customer experience. In fiscal year 2021[ii], 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 recognised by Gartner as a Leader in the 2020 Magic Quadrant for Contact Center as a Service[iii].
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[i] Gartner, Magic Quadrant for Workforce Engagement Management, 26 April 2021, Jim Davies, Jim Robinson, Kim Dans, Mark R. Dauigoy.
[ii] In May 2020, Genesys transitioned its fiscal year from a calendar year to a fiscal year ending on January 31, 2021.
[iii] Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake ,9 November 2020.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experiences as a ServiceSM so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
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