Research report
Genesys named a Leader — and recognised for strengths in breadth of offering and ease of use
Artificial intelligence (AI) has transformed customer engagement by enabling smarter self-service experiences, data-driven personalisation and actionable insights. Conversational intelligence and analytics turn interactions into actionable insights, guiding next-best actions and powering bots, virtual agents and tools like agent copilot. These AI-powered tools optimise customer experiences and drive business improvements at scale.
The IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment evaluates 15 vendors on their capabilities and strategies for conversational intelligence and analytics solutions. Genesys was recognised as a Leader for providing a “broad range of capabilities, from conversational analytics to call management to conversational AI for customer support, workforce engagement, sales, and marketing.”
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IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilises a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.
IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc # #US52047824, December 2024
