At the heart of this recognition is innovative self-service, an area in which we continually reinvest in new technologies.

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November 29, 2017

Tom’s Message – November 2017

Any company can claim to be a leader in something—from cupcakes to customer service. But if every company says this, how do you distinguish the truly innovative leaders from the rest? For business and technology, top industry analysts are a good place to start.

That’s why it matters that Genesys is the only contact center vendor named a leader in two Garner Magic Quadrants: the 2017 Gartner Magic Quadrant for Contact Center Infrastructure (CCI), Worldwide, as well as the Magic Quadrant for Contact Center as a Service (CCaaS), North America. Twice as nice as last year! Noted for our completeness of vision and ability to execute, Genesys stood out for helping businesses increase customer satisfaction, workforce engagement and optimize business. At the heart of this recognition is innovative self-service, an area in which we continually reinvest in new technologies.

You’ve probably heard about Kate, Customer Experience AI by Genesys. Kate combines AI, adaptive learning, bots, cognitive computing and other automation technologies from across the Genesys portfolio so companies can deliver personalized, proactive and predictive experiences. Kate addresses the entire customer journey for the best possible outcomes. With Kate, you can integrate native messaging apps and combine asynchronous conversation models, automation, AI, and assisted services. Asynchronous messaging gives you and your customers effortless and intuitive conversations, no matter how long a conversation takes to complete. Kate works seamlessly with your live agents to deliver what we call “Blended AI by Genesys,” which offers exceptional automated and live customer experiences while running a smart business.

We designed Kate to work with other AI platforms, as well. In fact, we’re about to announce more leading advancements in self-service: IVR integration with AWS. Working with Amazon and to be announced at AWS :reINVENT this month, we co-developed Lex integration that creates true conversational-based voice responses in which Kate or another system can interpret the conversation in the customer’s own words and process the call flow appropriately. It’s a big leap forward for natural language and a seamless customer experience.

Our View of Leadership 

Leadership is more than laying claim to a title. Genesys leadership is based on 25 years of increasingly innovative technology. We focus on the best customer experience so you can deliver on specific business outcomes.

Anything less than that is not leadership at all.