October 09, 2012
Genesys Receives Highest Rating in Garter's IVR Systems and Voice Portal Report
By Madhubanti Rudra, TMCnet Contributor
Genesys (News - Alert), a company committed to helping enterprises create a uniquely branded experience for their customers through its customer experience solutions, has achieved a new milestone by receiving the highly-coveted ‘Strong Positive’ rating from Gartner (News - Alert) for its interactive voice response (IVR) and Intelligent Front Door (iCFD) solutions.
Being the highest rating possible in Gartner's "MarketScope for IVR Systems and Enterprise Voice Portals" the ‘Strong Positive’ rating is one of the most desired industry recognitions for IVR and voice portal vendors today.
Gartner compiles an analysis of IVR vendors to assess self-service capabilities every year, and as part of this assessment, Gartner's MarketScope evaluates vendors based upon market, product and sales strategies, innovation and other critical criteria.
With enterprises seeking advanced IVR capabilities and integration of self-services across various customer contact channels such as voice, Web, social media and mobile devices, speech recognition capabilities have become a vital component for user interface improvements.
The Genesys Voice Platform (GVP) facilitates voice communication through touchtone, speech recognition, and video capabilities. Additionally, the platform seamlessly integrates with the complete Genesys suite and incorporates a common development, administration, reporting and hardware - translating into a lower total cost of ownership.
In an effort to create the Intelligent Front Door (iCFD), Genesys launched Conversation Manager in 2011, which, combined with Genesys platform, can remember context and history across any channel. The technology can be applied to anticipate customer needs, while aligning them with the ideal resource through self- or assisted service.
“We're excited to be recognized with such a coveted rating within Gartner's IVR Systems and Voice Portal Report. We believe this high honor from Gartner demonstrates our commitment to innovate and help enterprises create a uniquely branded experience for their customers,” Chief Marketing Officer of Genesys Nicolas De Kouchkovsky (News - Alert) noted in a statement.
Edited by Allison Boccamazzo
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