Genesys®, a global cloud leader in customer experience orchestration, has been positioned in the Major Players category in the IDC MarketScape: Worldwide Conversational Artificial Intelligence (AI) Software Platforms for Customer Service Use Cases 2021 Vendor Assessment (doc #US48340721, November 2021) report for the broad range of functionality of Genesys DX, a standalone AI-powered digital customer engagement platform.
“Digital engagement is an imperative for businesses today as they strive to meet consumer demands for always-on personalized experiences, and conversational AI is critical for delivering those experiences at scale,” said Barry O’Sullivan, Executive Vice President and General Manager of Genesys Digital and AI. “This recognition by the IDC MarketScape, a first for Genesys, validates our continued investment in innovation, and we aim to continue momentum as we expand our digital and AI capabilities and address market opportunities beyond the contact center.”
The IDC MarketScape highlights a number of key strengths for Genesys, including:
“Genesys’ acquisition of Bold360 was a strong move in a highly competitive market,” said Hayley Sutherland, Senior Research Analyst, Conversational AI & Intelligent Knowledge Discovery at IDC. “By bringing together its pre-existing AI and digital capabilities with assets from Bold360, Genesys is evolving into a major player in the conversational AI market.”
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