IDC MarketScape:

Worldwide
General Purpose Conversational AI Software 2023 Vendor Assessment

Genesys named a Leader for ability to deliver conversational AI capabilities across digital and voice-based channels

After a thorough evaluation of strategies and capabilities, IDC has positioned Genesys in the Leaders category in its IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.

As a global provider of communications and collaboration solutions, Genesys provides a range of offerings to support artificial intelligence (AI)-powered customer experience orchestration and employee experience management. This includes conversational AI capabilities that can be deployed across a wide range of digital and voice-based channels, as well as a variety of industries and use cases, including marketing and sales.

Highlights from the report include:

  • “Consider Genesys if you are looking for a cloud-based enterprise conversational AI platform that works across the customer and employee experience to provide features such as agent assist, self-service question answering, automated outreach, and predictive call routing.”1
  • “Genesys’ broad set of capabilities can make it a good choice for AI-powered contact centres in a variety of industries, as well as for other use cases such as sales and marketing.”1

Read the report excerpt to learn more about why Genesys was positioned in the Leaders category.

1IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment, Doc #US49988023, November 2023