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

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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 centers 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