Infotech Lead India: Gartner has positioned Genesys, a provider of customer service and contact center solutions, as a Leader in the Magic Quadrant for Contact Center Infrastructure report.
“Genesys has been committed to providing the most complete range of innovative contact center solutions deployed from the cloud, hybrid cloud or premise that meet the needs of businesses of all sizes since our inception,” said Reed Henry, chief marketing officer, Genesys.
The Gartner report, according to a communication from Genesys, evaluates contact center vendors on both completeness of vision and ability to execute, resulting in placement within one of four quadrants that represent visionaries, niche players, challengers and leaders.
For the third year running, Gartner recognized Genesys as the company with the most complete vision.
In April, Gartner Contact Center Market Share Analysis showed Genesys as one of the top two vendors for Contact Center Agent End-User Revenue by Manufacturer Worldwide for 2012.
“Gartner has seen a steady increase in client interest in cloud-based deployments, ranging from CCaaS solutions to company-dedicated hosted solutions…these solutions have also evolved from providing only basic call routing to supporting complex customer routing schemes, including those supporting multiple media and sophisticated customer segmentation,” the report said.