Genesys Named a Leader in Customer Journey Orchestration Report

SAN FRANCISCO, June 27, 2022 – Genesys®, a global cloud leader in customer experience orchestration, has been named a leader in “The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2022”. We believe this placement recognises the combined strength of the company’s journey analytics, data management and orchestration capabilities, along with its scalability and extensive ecosystem to help organisations better visualise and improve the customer experience.

In today’s experience economy, people want their interactions with brands to be easy, connected and contextual, regardless of the channels they use. However, many brands are incredibly limited with inadequate analytics and siloed data. This makes it nearly impossible to see and understand what their customers want or the challenges they’re facing in real time, so they can enhance the experiences they deliver.

The Forrester report recognised Genesys solutions for combining “journey templates and dashboards to identify obstacles faced by customers, determine the root cause, and act.” This is made possible through the company’s customer journey analytics and orchestration capabilities across its platforms, including Pointillist® by Genesys and Genesys Predictive Engagement. These solutions give businesses more visibility and understanding of people’s behaviour, preferences, and intent on voice and digital channels, as well as the ability to rapidly action insights. This helps drive customer outcomes, business KPIs and operational effectiveness.

Forrester Wave authors Joana de Quintanilha and Paul McKay, vice president and principal analyst, and principal analyst respectively, noted in the report, “Genesys is a good fit for companies that want to connect web and contact centre data and take a metrics-based approach. It’s also a good fit for companies needing strong journey visualisation, a flexible canvas for journey design and planning, and analytics to scale journey management.”

Genesys received the top score possible – 5 out of 5 – in 11 of the 27 criteria. Forrester gave Genesys the highest score in the performance, scalability, client experience, integration, workflow automation and continuous testing criteria – which Genesys believes are critical factors that help businesses rapidly scale to support customer growth and serve an expanding and varied user base.

Additionally, Genesys was recognised by Forrester for its “extensive partner network to increase self-service, reduce customer service costs and drive contextual conversations. This translates into a roadmap that includes automated journey insights across the Genesys product suite, along with machine learning capabilities.”

“With an increasingly challenging landscape, organisations cannot afford to neglect the moments that are breaking customer relationships,” said Olivier Jouve, executive vice president and general manager, Genesys Cloud™. “To orchestrate frictionless experiences, businesses need real-time insight and the capability to act so they can improve the customer journey. Our recognition as a leader from Forrester demonstrates for us that our innovation and partner ecosystem are primed to help businesses deliver standout experiences that drive loyalty and trust with today’s digital customer.”

Download your complimentary copy of “The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2022.”

About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

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