Frost & Sullivan Recognizes Genesys for its Dominance in the Contact Center Systems Market

Comprehensive solutions and inventive strategies have made the company a top vendor in a highly demanding and competitive market

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Frost & Sullivan

Sep 09, 2013, 12:00 ET

MOUNTAIN VIEW, Calif., Sept. 9, 2013 /PRNewswire/ -- Based on its recent analysis of the contact center systems market, Frost & Sullivan recognizes Genesys with the 2013 North American Frost & Sullivan Award for Company of the Year. In a critical time period after the split from Alcatel-Lucent, Genesys could have faltered. Instead, the company built out a creative product road map and surged ahead of the competition, all the while re-designing and significantly improving its service offerings and delivering on the promise of its cloud strategy. Impressively, Genesys funded its acquisitions internally, without the need for venture capital, and in so doing, accomplished a record year for revenues.

Genesys has been systematically tackling areas in which its market penetration and product offerings were lacking. Through the 2012 fiscal year and the first half of 2013, in particular, the company has taken several initiatives to move down market with a faster and easier-to-deploy version of its suite, targeted at the mid-market opportunity for automatic call distributor (ACD)-replacement. For instance, the company launched Genesys One, a packaged premise solution for the mid-market and broader enterprise, and announced a cloud family version of its G8 Platform on Demand as well as Solution on Demand services, which provide access to smaller contact centers and native cloud capabilities. Both solutions robustly support its growth strategy for mid-market contact centers.

Other innovations to Genesys's product line include Genesys Mobile Engagement, which supports contact on smart phones and mobile devices over voice, chat, SMS, and video, with connection to an agent either immediately or through scheduled callback; and Genesys Conversation Manager, which leverages customer context and business rules to anticipate what a customer needs and proactively offer it to them.

To fill gaps in its portfolio and build on its cloud strategy, Genesys has also made a few key acquisitions. Utopy adds a key speech analytics component and rounds out the Genesys workforce optimization suite while also supporting premise, hosted, and hybrid deployments; Angel brings strong cloud-based self-service and other contact center solutions to the table and opens the door to marketing to the smaller end of the market; and SoundBite brings world-class, cloud-based proactive collections, payments, and mobile marketing applications to the portfolio. Moreover, combined with other Genesys assets, Angel and SoundBite became the solutions-on-demand leg of Genesys Cloud.

"Genesys effectively incorporates best practices from the perspective of its customers into the design of its products, providing them with clear templates and the means to create and manage applications quickly, and with far less need for IT or professional services as in the past," noted Frost & Sullivan Principal Analyst, Nancy Jamison. "It's not just new products that bring value to customers, but also Genesys's new support and maintenance program. Genesys Care is structured for faster resolution of trouble tickets, provides users with mobile access to information, and enables proactive monitoring and remote access. Its features and value-added services have helped the company leapfrog its number one and two competitors."

Overall, Genesys has shown record-breaking, double-digit revenue growth in 2012, following its rebirth as an independent company. This growth was bolstered by new solutions in social engagement and enterprise workload distribution; the moving of its front-office routing capabilities into back-office departments; and development of real-time interaction management capabilities that traditional customer relationship management vendors struggle with. The rounding out of its cloud portfolio and the company's acquisition strategy will also continue to fuel success.

In recognition of these achievements, Frost & Sullivan is pleased to present Genesys with the 2013 Contact Center Systems Company of the Year Award. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy and implementation. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About Genesys

Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.

About Frost & Sullivan

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Contact:

Mireya Espinoza
P: 210. 247.3870
F: 210.348.1003
E: [email protected]

Genesys Contact:

Dominic Weeks (SHIFT Communications)
P: 617-779-1800
E: [email protected]

SOURCE Frost & Sullivan