Contact Center Solutions Featured Article

Genesys Lands New Contact Center Milestone

May 22, 2017

New word has emerged from the Gartner Magic Quadrant study, and a new set of honorees has emerged. Genesys, makers of omnichannel customer experience and contact center operations, landed a significant upgrade in its fortunes on the Gartner Magic Quadrant, addressing one of its largest perceived shortcomings and achieving the rank of Leader in the Gartner 2017 Magic Quadrant for Contact Center Infrastructure Worldwide. 

For nine consecutive runs, Genesys placed at its height for completeness of vision in the Gartner study, though reports note it was also sufficiently able to display ability to execute enough to qualify it as a Leader in the contact center market. Had it placed lower on the ability to execute scale, it would have instead been called a Visionary.  The Challenger rank, meanwhile, focuses on ability to execute but notes lack of vision, and Niche Player represents lower grades on both fronts.

Gartner itself, meanwhile, considers leaders to be “well positioned for tomorrow,” as these firms both have an excellent vision and the ability to follow up therein.

Genesys' chief marketing officer Merijn te Booij noted, “We believe our ninth consecutive time as a Leader in the Magic Quadrant for Contact Center Infrastructure, Worldwide can be attributed to our long-term strategy and commitment to the market, passionate focus on our customers, and investment in our Customer Experience Platform. This year, we credit our position as the overall leader on both axes to our unique capability of delivering true omnichannel engagement, including omnichannel journey management and omnichannel context sharing, across marketing, sales and services.”

The need for improvement was both clear and obvious; when a company scores high on one axis of the Gartner Magic Quadrant but lower on another, it runs the risk of sliding into another category by virtue of the lack. Thus the entrants have to bolster rankings on each side of the spectrum; here, Genesys was doing well in its vision but failing in its ability to execute. It was still enough for Leader rank, but there was a chance of faltering and becoming a Visionary instead. So Genesys clearly put extra into its Leader rank and carried on from there.

Gartner's Magic Quadrant study isn't just a celebration of success, but a constant wake-up call for more effort, not just in the contact center market but beyond as well.  Improvement is constantly required to fend off the competition and hold a place in the study. Genesys is clearly up to the task, as demonstrated by the sheer number of repeat Leader titles it's held so far. 

Anyone interested in hearing more from this market Leader can catch up with Genesys at CX17, happening this week in Indianapolis, IN. 

Edited by Alicia Young