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Gartner Recognizes Genesys' Contribution to Customer Service

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October 09, 2012

Gartner Recognizes Genesys' Contribution to Customer Service

By Mini Swamy, TMCnet Contributor

For more than 20 years, Genesys (News - Alert) has been providing contact center and interactive voice response (IVR) software to companies, enabling them build and maintain a proactive and responsive customer service environment.

Its efforts have borne fruition as Gartner (News - Alert) has assigned it the highest rating possible in its “MarketScope for IVR Systems and Enterprise Voice Portals.”

“We’re excited to be recognized with such a coveted rating within Gartner’s IVR Systems and Voice Portal Report,” said Nicolas De Kouchkovsky (News - Alert), chief marketing officer at Genesys.

Gartner’s MarketScope evaluates vendors based upon market, product and sales strategies, innovation and other criteria.

The recognition does appear to be justified as Genesys goes beyond traditional IVR) systems by focusing on total customer experience. Its Voice inbound voice software uses touchtone, speech recognition, and video capabilities to communicate with callers.

Although this voice platform can operate as a standalone IVR, its real power lies in its ability to integrate seamlessly with the rest of the Genesys suite, reducing cost and enabling end-to-end reporting.

Further, the Genesys Conversation Manager has the ability to turn customer interactions over multiple channels into conversations that create value and opportunity to business, building customer loyalty. When combined with the Genesys platform to create the Intelligent Front Door (iCFD), it further empowers organizations to deliver personalized self-service, which translates into increased sales.

 Through its solutions, products and services, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to help companies deliver fast, simple service and a personalized cross-channel customer experience.

The recognition by Gartner is testament to the degree of commitment and innovation shown by Genesys in its effort to create a unique customer experience for its customers by catering to all their requirements.

Genesys has certified the Enterprise Session Border Controller (E-SBC) from Voice over IP (VoIP) technologies, products and services provider AudioCodes (News - Alert).

Edited by Brooke Neuman

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