NEW YORK--(BUSINESS WIRE)--Genesys, a leading provider of customer engagement and contact center solutions, today at SpeechTEK announced that its interactive voice response (IVR) and customer interaction solutions received a “Strong Positive” rating in Gartner’s report entitled MarketScope for IVR Systems and Enterprise Voice Portals published on August 12, 2013.
“In our view, being the only vendor to receive a ‘Strong Positive’ rating in Gartner’s MarketScope report validates both our strategy and the completeness of our voice self-service solutions”
According to the Gartner report, “Interactive voice response (IVR) and voice portal platforms are valuable technologies for improving the return on contact center investments. These systems enable enterprises to reduce their reliance on contact center agents to resolve customer service issues. Leading companies require their customer service operations to increase their use of automation and offer greater levels of personalization in customer self-service, and continuously increase self-service utilization and call completion rates.”
Over the last year, Genesys has strengthened its IVR and voice portfolio through the acquisitions of LM Sistemas, UTOPY, Angel and SoundBite Communications, allowing the Company to bring leading voice self-service, proactive communication and speech analytics solutions to organizations of all sizes through cloud, on premise or hybrid delivery models. The offerings span mid-market, departmental and large enterprise self-service applications for sales, marketing and service.
A company receiving a “Strong Positive” in a MarketScope report is viewed as a provider of strategic products, services or solutions. The report analyzed vendors on system installation, training, documentation, service and support, system administration, performance and reliability.
“In our view, being the only vendor to receive a ‘Strong Positive’ rating in Gartner’s MarketScope report validates both our strategy and the completeness of our voice self-service solutions,” said Paul Segre, CEO and President of Genesys. “Personalized self-service is a key element to delivering engaging customer experiences. Our solution now offers enterprises the most complete and flexible platform to meet their rapidly evolving requirements.”
SpeechTEK attendees can see demonstrations of the Genesys voice self-service suite of offerings, as well as the first-ever demonstration of Genesys Actionable Analytics on display at booth 603 at the Exhibit Hall of New York’s Marriott Marquis Hotel.
About Gartner Research
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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.