Technologies such as digital channels, remote agent work and artificial intelligence (AI) are truly making their marks on customer service. In light of these trends, Forrester — an independent research firm — recommends that Contact Centre as a Service (CCaaS) customers look for vendors who can provide a comprehensive global approach to omnichannel, native workforce optimisation, and offer a foundation to build a cognitive contact centre.

Our Genesys Cloud™ platform has been built to support these trends.

The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report, which evaluates CCaaS providers in 33 categories, listed Genesys as an industry leader and stated that “Genesys had unmatched support for large-scale and global deployments,” and “Genesys delivered via well-established global channels and partners.”

We couldn’t have said it better ourselves.

Organisations today need a cloud contact centre that’s flexible, scalable and available worldwide. As the number of digital channels continues to grow, remote agents need reliable technology to support them in our new normal. This requires a robust, all-in-one contact centre solution with API breadth and depth that offers personalisation at scale.

The Genesys Cloud platform checks all these boxes.

Nearly 65% of our top 50 Genesys Cloud customers are multinational organisations. They’ve chosen Genesys because of our ability to execute against our sound geographic strategy, which includes a well-established global channel and partner ecosystem, and is part of the AWS global regional deployment. In addition, our innovation velocity makes it easier for organisations to adopt AI, digital and workforce engagement management (WEM) capabilities so they can provide differentiated, personalised experiences — every time.

In the recent Forrester Wave report, Genesys scored perfectly in 18 of 33 categories, including omnichannel agent desktop, agent desktop integration capabilities, workforce management and orchestration criteria, API breadth, and robust support for SDKs. Here’s a recent customer case study that reflects many of these attributes:

Ethiopian Airlines deployed Genesys Cloud in just two months to allow its agents to work more productively in a blended fashion, effortlessly switching between calls, email and chat conversations — all managed from a single desktop. With Genesys Workforce Management, Ethiopian Airlines leverages real-time data to accurately forecast and schedule resources, ensuring agents with the right skills are always in the right place at the right time.

As an early adopter of Genesys Predictive Engagement, the airline gained insights about website journeys and leveraged AI and analytics to uncover behaviours and interests of visitors.

“Genesys Predictive Engagement is enabling us to capture significantly more window shoppers on our website. Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we’ve only really scratched the surface of what the tool can do.”
— Getinet Tadesse, CIO, Ethiopian Airlines

The Forrester report also stated that the strength of Genesys Cloud includes “its CRM integrations (with SFDC for instance) and an orchestration layer that integrates Amazon Lex, Google Cloud CCAI and IBM Watson,” and that Genesys Cloud native WFO capabilities “allow a seamless user experience for multiple roles and more consistent operational and WFO data.”

For customers across the globe, the care, support and customer experience capabilities delivered by Genesys and its partners — part of our Experience as a ServiceSM vision — are helping organisations of any size and complexity take an empathy-first approach to customer experience.

But don’t just take our word for it; download the Forrester report and learn why Genesys stacks up so well.