Contact Center Solutions Featured Article

Genesys Named Frost & Sullivan Contact Center Applications Company of the Year

February 22, 2008

Genesys Telecommunications Laboratories Inc. was selected as the leader in customer service for Frost & Sullivan’s 2008 North American Contact Center Applications Company of the Year Award.

This selection was made after Frost analysts quantified several market factors such as the number of new customers, new segments and commitment to business expansion, coupled with market growth.

Genesys played a major role in elevating the business conversation around customer service software in 2007. The company name now crops up in nearly every conversation with vendors and practitioners.

The Genesys suite cuts across a variety of markets, including inbound contact routing, IVR, speech technologies and standalone CTI spaces. According to the Frost & Sullivan report, Genesys is a clear leader in the transition of contact center awards towards IP-based technologies.

The growing strength of Genesys in the hosted and managed services markets, along with its deep domain expertise in key vertical markets including financial services, healthcare and telecommunications, also places the company in a model position for continued success. Such performance makes the company an ideal choice for this award.

"This award serves as recognition of Genesys' extremely strong thought leadership role in continuously improving the customer experience," said Ashwin Iyer, global program manager for contact center & CRM, Frost & Sullivan, in a Friday statement.

"Genesys created an effective marketing message around their Dynamic Contact Center model to help explain this new paradigm shift to enterprises. The Dynamic Contact Center aims to assist enterprises in taking an active role in responding to the ever-changing dynamics of customer service. It does so by dynamically aligning contact center resources and capabilities with customer needs, all within the scope of existing overall business objectives."

"We're pleased that Frost recognized Genesys with their Company of the Year Award as it's recognition of our progress in 2007, including sustained double digit revenue growth, market expertise and the acquisition of key new technologies for business performance management to expand our portfolio of reporting and analytic software,” said Paul Segre, Genesys CEO, in a Friday statement.

“This award also recognizes our strong thought leadership role in continuously improving the customer experience in markets in which customer experience is the primary competitive differentiator for enterprises. Going forward, Genesys' augmented capabilities in analytics and reporting for customer interaction organizations will ensure Genesys will be a competitive threat in all of the major segments of the contact center market."

The contact center software market is one that is highly competitive and the ability to stand out above the crowd is a significant accomplishment for Genesys. For those that follow the market however, this shouldn’t be a surprise as the company has proven its expertise through implementations throughout the world.

As customer service through the contact center continues to be a priority focal point for customers, the demand for Genesys solutions will continue to grow. To maintain its leadership position, the company must remain on the forefront of innovation and take a proactive approach to customer needs. Given its performance in the past, this is likely an already ingrained strategy.

Susan J. Campbell is a contributing editor for TMC and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.

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