Genesys Named as Visionary in Gartner Magic Quadrant

Genesys Magic Quadrant

353
Filed under - Contact Centre News,

Genesys has been positioned by Gartner as a Visionary in the 2021 Workforce Engagement Management (WEM) Magic Quadrant, 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 organizations adapt to the new workforce paradigm and realize the positive impact that engaged employees have on the customer experience. In fiscal year 2021, 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 recognized by Gartner as a Leader in the 2020 Magic Quadrant for Contact Center as a Service.

This blog post has been re-published by kind permission of Genesys – View the Original Article

For more information about Genesys - visit the Genesys Website

About Genesys

Genesys Genesys powers more than 25 billion of the world's best customer experiences each year. 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.

Read other posts by Genesys

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 30th Apr 2021 - Last modified: 4th May 2021
Read more about - Contact Centre News,


Recommended Articles

Laptop and headset on desk and plain background.
NICE Named a Leader in the 2022 Gartner Magic Quadrant for CCaaS
A picture of a visionary on a pyramid
Freshworks Named a Visionary in Gartner’s Magic Quadrant
A picture of a lady celebrating success
Genesys Named a Leader in the Gartner 2020 Magic Quadrant
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.