Contact center customer experience software provider Genesys (News - Alert) recently announced that it has, for the seventh year in a row, ranked the highest among its competitors for “completeness of vision” in the Gartner (News - Alert) “Magic Quadrant for Contact Center Infrastructure, Worldwide” report.
That win sits atop Genesys being named a leader in the report for contact center infrastructure—also for the seventh straight year. There are two criteria that Gartner holds against companies in this field: completeness of vision and ability to execute that vision. There are four quadrants in which companies can fit that include the labels of visionaries, niche players, challengers, and leaders. As readers here who are unfamiliar with the process might assume, the leaders are those enterprises which have shown prowess in both their visions and executions.
For those that meet both those criteria and are named leaders, they should have nothing but praise for their own companies. Indeed, Paul Segre (News - Alert), the president and chief executive officer at Genesys, spoke words of praise for his company in the Genesys statement regarding its showing within the Gartner Magic Quadrant.
“We’re setting a new standard for omni-channel customer engagement and educating the market on the need for a comprehensive and customer-centric system of engagement as a key ingredient to a world-class customer experience strategy,” Segre said. “We are proud and excited to be recognized by Gartner as a market leader in its Magic Quadrant report for the seventh year in a row.”
The latest version of the Genesys Customer Experience Platform made a showing this past March at the Enterprise Connect (News - Alert) conference. In its latest vision, Genesys has begun to offer what it calls “journey management.” It is the ability for call centers to track customer journeys across voice, video, text, and other communications channels.
Developments like this are what set Genesys away from the pack. As Gartner has shown, Genesys cannot go much higher. The only place up from here is another consecutive year of being regarded a leader and topping the charts with the execution of its vision. Certainly no one in the know is saying that the company is doing much wrong.
Edited by Dominick Sorrentino