05/19/2022

Genesys Ranked Leader by Frost & Sullivan in Annual Frost Radar Reports

  • Genesys recognised as leader in cloud contact center market based on its technical ability to deliver empathy in every customer and employee experience

  • Genesys sweeps all regions, earning first place in innovation across North America, Europe, Asia Pacific and Latin America for strong cloud and digital capabilities

Genesys®, a global cloud leader in customer experience orchestration has received worldwide recognition for its growth and innovation by Frost & Sullivan in its regional cloud contact center reports.[1] Genesys earned the highest leadership ranking in the North America, Europe, Asia Pacific and Latin America regions for its strong cloud and digital capabilities. The cloud contact center (CCC) report series analyses the top-tier players and their growth and innovation leadership, notable accomplishments, and prospects for success based on their technology development roadmaps and effective go-to-market strategies.

Today, businesses are struggling to form lasting relationships with customers and employees in the new digital world. This leadership ranking demonstrates Genesys has the technology and ecosystem to help businesses build trust and loyalty by enabling them to orchestrate differentiated experiences grounded in empathy. As a leader in growth and innovation across various global reports, Genesys provides unrivaled scalability, reliability and flexibility for organisations of all sizes. It also empowers customers by delivering the latest artificial intelligence (AI), digital, workforce engagement management, analytics and reporting innovations across its Genesys Cloud™ and Genesys Multicloud CX™ solutions.

“The ultra-competitive Cloud Contact Center as a Service market has undergone many changes in the last five years, and Genesys is in the top tier of industry innovation,” said Alpa Shah, Global VP, Customer Experience Practice at Frost & Sullivan. “Genesys has transformed itself into a cloud brand and supplemented its internal R&D efforts with almost a dozen acquisitions to round out its cloud-based offerings.”

“As we’re entering a new era of orchestrated customer and employee experiences, Genesys is uniquely positioned to lead the Experience as a ServiceSM market,” said Assaf Tarnopolsky, Senior Vice President and General Manager of APAC at Genesys. “With our rich ecosystem, global footprint and innovation, we’re enabling our customers to deliver connected, fluid experiences at a scale that is unrivaled.”

The Frost Radar report highlights a number of key strengths for Genesys. In Asia Pacific, these include:

  • High growth driven by accelerated cloud adoption, new and expanded customer deals and significant traction in the large enterprise cloud segment
  • Acquisitions of Pointillist, Exceed.ai and Bold360 enhanced its digital capabilities, including conversational AI, dynamic knowledge base and intuitive agent experience in addition to its ability to deliver empathy in every customer experience
  • Reinvigorated its focus in the region by ramping up its executive leadership to further drive cloud business momentum, expand across new market segments and establish strategic partnerships
  • An evolving partner ecosystem to accelerate cloud adoption with key cloud leaders including Adobe, Microsoft, AWS, Google Cloud and Zoom. The company’s new cloud and subscription bookings in APAC grew to nearly 25% of total new bookings in FY21
  • Leading cloud-based contact center provider through the depth and breadth of its offerings, its expertise and execution of digital and AI-powered software capabilities and unparalleled local presence and support. The company launched its Genesys Digital and AI business unit to help companies address the latest technology trends and deliver digital-based innovations driven by AI

To learn more, download the latest cloud contact center reports here:

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 ServiceSM 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/en-sg.

©2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Multicloud CX, Genesys DX and Experience as a Service 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 Contact:

Manali Pattnaik

Director, APAC Communications

+65 83217924

Manali.pattnaik@genesys.com

 

[1]FROST RADAR™: NORTH AMERICAN ENTERPRISE CLOUD CONTACT CENTER MARKET, 2021, published May 25, 2021

Frost Radar™: Latin American Cloud Contact Center Market, 2021, published August 18, 2021

Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022, published March 11, 2022

Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021, published March 3, 2022

SOURCE Genesys

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