Our business has been growing with tremendous momentum. Today, we have more than 600,000 customer service agents on our Genesys Cloud™ platform, delivering more than 20 million personalized customer experiences every single day. We are en tête de la course, leading the race with our pace of innovation by consistently delivering five new features to customers every week. And we operate in 100 countries, with more than 40% of the company’s revenues come from outside North America. Our expanding footprint removes boundaries, ensuring data privacy and security, while complying with ever-changing local regulations.
We continue to aggressively expand into new technology areas, such as digital — where we’ve seen a 70% increase in customers using at least two digital channels over the last 12 months — and workforce engagement management (WEM), with 85% of our customers now using three or more WEM capabilities.
We’re committed to creating, investing and integrating software technologies, such as digital, artificial intelligence and customer journey analytics that create the fabric to support seamless customer experience orchestration — the Genesys magic ingredient for personalized customer experiences.
With this year’s recognition as 2022 Gartner® Magic Quadrant™ for Contact Center as a Service Leader, we’re very motivated to continue our track record.
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Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022. This Magic Quadrant was earlier named as Magic Quadrant for Contact Center as a Service, North America and Magic Quadrant for Contact Center as a Service, Western Europe till 2019 Genesys was referred to Interactive Intelligence in the 2015 & 2016 Magic Quadrant report.
Gartner, Critical Capabilities for Contact Center as a Service, By Steve Blood, Pri Rathnayake, Drew Kraus, Pankil Sheth, 23 August 2022.
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