Genesys Recognized in Gartner Peer Insights™ Voice of the Customer for Enterprise Conversational AI Platforms

SAN FRANCISCO, Dec. 23, 2024 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced its position as a Strong Performer in the 2024 Gartner Peer Insights™ Voice of the Customer report for Enterprise Conversational AI Platforms. The company believes this recognition highlights the strong native AI capabilities embedded across the Genesys Cloud™ platform. With Genesys Cloud AI, organizations can enhance customer engagement, elevate employee productivity and increase operational efficiency.

The company achieved an overall average rating of 4.6 of 5 stars and a 94% “Willingness to Recommend” rating from verified reviewers.[i] This recognition follows the company’s recent designation as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service, underscoring its distinction as a trusted provider of enterprise-grade conversational AI solutions.

“We believe this Strong Performer recognition by Gartner reinforces our ability to rapidly deliver comprehensive AI innovations to the enterprise landscape,” said Olivier Jouve, chief product officer at Genesys. “Genesys is committed to continual innovation of our predictive, conversational and generative AI capabilities to help organizations worldwide drive transformative value across their customer and employee experiences.”

What Customers Are Saying
Genesys conversational AI solutions continue to earn high praise from users across diverse industries. Highlights from Peer Insights™ include:

• “Transforming the Future: Genesys’ Robust Platform.”
  “Genesys understands our unique needs and ensures we are heard. I am confident in their roadmap investments to continue transforming the platform for the future.”
  — Director of IT, Government, 5,000-50,000 Employees
• “Genesys Cloud CX: Automate, Architect, Integrate.”
  “Genesys Cloud CX seems to be quite nimble, especially considering their size. They listen to forum feedback and feature requests and are always adding features and functionality to move forward. I trust they have our interests in mind.”
  — Software Developer, Miscellaneous, Software Development, Firm size: <50M USD
• “Enhancing Customer Experience and Satisfaction with AI Bots.”
  “Genesys provides solutions for our digital contact center, improving customer experience, increasing satisfaction, and enhancing efficiency.”
  — Member Services Operations Manager, Travel and Hospitality, 250M-500M USD
• “True Value for Money, a Partner You Can Truly Rely On.”
  “Genesys proactively monitors system performance and advises of any issues using analytics. They ensure you are using the platform to its full capabilities.”
  — Advisor to Director General, Transportation, 500M-1B USD

The “Voice of the Customer” report offers a peer-driven perspective, synthesizing insights from verified reviews on Gartner Peer Insights™. This resource provides buyers of enterprise technology and services with detailed feedback and aggregated ratings, serving as a valuable complement to the Gartner expert analysis.

To learn more, download the full report here.

Gartner Disclaimer

Gartner® and Peer Insights™ are trademarks of Gartner, Inc. and/or its affiliates. All rights reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.

About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

© 2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

Media Contacts

Carlee Wendell, Genesys
Carlee.wendell@genesys.com

Method Communications
genesys@methodcommunications.com

[i] Based on 22 reviews as of August 31, 2024.

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