Blog Post: Diving into the Forrester Wave
With customer expectations soaring to new heights, delivering a personalized and differentiated customer experience (CX) has become a primary focus across every industry. For businesses with large contact centers, choosing a contact center interaction management (CCIM) provider that offers the solutions, as well as the integration, customization, and deployment options necessary to meet these expectations is a key element of success.
Two new, independent Forrester Wave™ reports from Forrester Research evaluate midsize and large CCIM vendors. In both reports, Genesys was recognized as a “Leader” with highest scores in the current offering category as well as in the omnichannel capabilities and reporting and analytics criteria, and the highest possible score in the CRM integration, user interface and third-party ecosystem criteria.