Frost & Sullivan has recognized Genesys as a leader in the cloud contact center market for its robust cloud and digital capabilities.
Genesys, listed in Frost & Sullivan’s regional cloud contact center reports, achieved the highest leadership positions in North America, Europe, Asia-Pacific, and Latin America.
The Cloud Contact Center report series analyzes the top companies and their growth and innovation leadership, key achievements, and ambitions based on their technology development roadmaps and effective go-to-market strategies.
Genesys says the leadership ranking confirms that the customer experience orchestration company has the technology and ecosystem to support businesses in developing trust and loyalty by empowering them to execute personalized experiences based on empathy.
The company provides scalability, reliability, and flexibility for businesses of all sizes. It enables customers to deliver advanced AI, digital, employee engagement management, analytics, and reporting offerings for its Genesys Cloud CX and Genesys Multicloud CX offerings.
“As we enter a new era of orchestrated customer and employee experiences, Genesys is in a unique position to lead the Experience as a ServiceSM market,” said Assaf Tarnopolsky, senior vice president and general manager of Genesys APAC.
“With our rich ecosystem, global footprint, and innovation, we enable our customers to deliver connected, fluid experiences at an unparalleled scale.”
The Frost Radar report highlights several key Genesys strengths.
In the APAC region, this includes high growth due to greater cloud adoption, new and expanded customer deals, and significant cloud adoption traction for large enterprises.
In addition, Genesys has expanded its presence in the country as part of a clear strategic roadmap for growth and market expansion. In April 2021, the company launched new capabilities for Genesys Cloud CX in India by offering data sovereignty to local businesses.
The company also launched Genesys Multicloud CX, an industry first for multi-cloud architecture, and its Genesys DXTM offering, an AI and digital experience calling offering focused on digital customer service, sales, and marketing.
Genesys also contributes to its key strengths in APAC and has an evolving partner ecosystem to accelerate 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 nearly 25% of total bookings in FY21.
In addition, the acquisitions of Pointillist, Exceed.ai, and Bold360 have enhanced the company’s digital capabilities, including conversational AI, a dynamic knowledge base, an intuitive agent experience, and the ability to empathize with every customer experience.
Genesys has strengthened its support in the APAC region by increasing its executive leadership to drive greater cloud business momentum, expand into new market segments, and forge strategic partnerships.
“The ultra-competitive Cloud Contact Center as a Service market has seen many changes over the past five years, and Genesys is at the forefront of industrial innovation,” said Frost & Sullivan customer experience practice global vice president Alpa Shah.
“Genesys has transformed itself into a cloud brand and has complemented its internal R&D efforts with nearly a dozen acquisitions to complete its cloud-based offering.”
