Genesys Named a “Leader” in Gartner’s 2013 Magic Quadrant for Contact Center Infrastructure

  Genesys Named a “Leader” in Gartner’s 2013 Magic Quadrant for Contact Center

      Evaluation Based on Completeness of Vision and Ability to Execute

Business Wire

DALY CITY, Calif. -- July 1, 2013

Genesys, a leading provider of customer service and contact center solutions,
today announced the Company has been positioned as a “Leader” in the “Magic
Quadrant for Contact Center Infrastructure” report by Gartner, Inc. The report
evaluates contact center vendors on both completeness of vision and ability to
execute, resulting in placement within one of four quadrants that represent
visionaries, niche players, challengers and leaders. This is the ninth
consecutive Magic Quadrant that Genesys has been positioned in the Leaders
Quadrant for Contact Center Infrastructure.

Genesys improved its Magic Quadrant position over last year in both
completeness of vision and ability to execute. For the third year running,
Gartner recognized Genesys as the company with the most complete vision. This
leadership position was also reflected in the Gartner Contact Center Market
Share Analysis that came out in April which showed that Genesys, now operating
separately from Alcatel-Lucent, is one of the top two vendors for Contact
Center Agent End-User Revenue by Manufacturer Worldwide for 2012.

In the Magic Quadrant for Contact Center report, Gartner states,
“increasingly, contact center managers prefer to purchase much, or all, of
their contact center infrastructure from a single source in the pursuit of
easier and enduring integration…therefore, leading contact center
infrastructure vendors offering complete portfolios of solutions, comprising
their own products and those of partners and other strategic suppliers, are
being favored.”

The report also states, “Gartner has seen a steady increase in client interest
in cloud-based deployments, ranging from CCaaS solutions to company-dedicated
hosted solutions…these solutions have also evolved from providing only basic
call routing to supporting complex customer routing schemes, including those
supporting multiple media and sophisticated customer segmentation.”

The Genesys Customer Engagement platform (referred to as the Customer
Interaction Management or ‘CIM’ platform in the report), is at the heart of
every Genesys deployment. It is the industry’s most complete platform on which
companies can deploy an all-in-one, end-to-end scalable contact center of any
type at the pace that fits their business need whether in the cloud,
on-premise or hybrid cloud and premise. Common deployments are for inbound or
outbound contact centers, self-service applications and back office process
task prioritization.

The Genesys capabilities for cloud or hybrid cloud deployments were recently
announced with the recent launch of Genesys Cloud.

Supporting Quotes:

“Genesys has been committed to providing the most complete range of innovative
contact center solutions deployed from the cloud, hybrid cloud or premise that
meet the needs of businesses of all sizes since our inception,” said Reed
Henry, Chief Marketing Officer, Genesys. “We are thrilled to receive this
recognition as a Leader in Gartner’s Magic Quadrant for Contact Center

Supporting Resources:

Gartner’s Magic Quadrant for Contact Center Infrastructure


Gartner Market Share Analysis: Contact Centers, Worldwide, 2012 by Drew Kraus
published 16 April 2013.

Gartner Magic Quadrant for Contact Center Infrastructure by Drew Kraus, Geoff
Johnson and Steve Blood published 18 June 2013.

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 a leading provider of customer engagement and contact center
solutions. With more than 3,000 customers in 80 countries, Genesys
orchestrates more than 100 million customer interactions every day across the
contact center and back office, helping companies deliver fast and optimal
levels of customer service with a highly personalized cross-channel customer
experience. Genesys also prioritizes the flow of work to back office personnel
resulting from any customer interaction, internal workflow or business
application, optimizing the performance and satisfaction of customer-facing
employees across the enterprise.


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Dominic Weeks, 617-779-1800
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