Conversational intelligence from Genesys Cloud AI empowers organizations with rich insights to optimize customer and employee experiences

SAN FRANCISCO: Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has been positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment1. The company believes its recognition is due to the strong conversational intelligence capabilities of Genesys Cloud AI, which provide actionable, detailed analytics to drive loyalty and growth. The IDC MarketScape noted, “Genesys provides a broad range of capabilities, from conversational analytics to call management to conversational AI for customer support, workforce engagement, sales, and marketing. Over the past few years, it has also been steadily acquiring and building AI capabilities that are now embedded across its platform.”

“The native capabilities of Genesys Cloud AI deliver powerful conversational intelligence for businesses to truly understand their customers and employees,” said Olivier Jouve, chief product officer at Genesys. “We believe this recognition by the IDC MarketScape underscores the strength of our AI spanning predictive, conversational and generative capabilities that work in unison across the Genesys Cloud platform. We’re empowering organizations to take charge of their customer service, build unshakable loyalty and drive real-world results with innovative AI strategies.”

In today’s experience economy, brands can’t afford customer service failures. Conversational analytics allow companies to understand the depth of their AI- and agent-driven communications. In line with this trend, customer adoption of Genesys standalone AI products continues to increase. Genesys Cloud AI represented more than 10% of the platform’s new business during the first nine months of fiscal year 2025.

The IDC MarketScape stated, “Genesys customers found its analytics capabilities and related dashboards easy to use, providing them with a “wealth of insights” from across multiple channels, such as performance handling times, wait times, key call drivers, agent performance, and business area performance, via at-a-glance metrics and daily reports. Genesys is also continuing to foster deep partnerships and integrations, such as those with Salesforce and ServiceNow, to further enhance conversational analytics and more easily provide in-depth, synthesized insights.”

The IDC MarketScape also noted how Genesys is “using its recent acquisition of Radarr to further unify and personalize customer journeys by combining Radarr’s social listening, analytics, and consumer engagement technologies with existing Genesys Cloud CX platform capabilities.”

According to the IDC MarketScape, organizations should “consider Genesys when you are looking for a cloud-based conversational analytics offering that is pre-integrated with an enterprise conversational AI and workforce engagement platform and that works across the customer journey to provide insights and features such as agent assist, customer insights, and agent performance monitoring. Genesys’ broad set of capabilities can make it a good choice for deriving conversational insights and key business metrics to support AI-powered contact centers in a variety of industries, as well as front-office use cases such as sales and marketing.”

“As organizations look to leverage valuable conversational data for customer insights, employee performance management, product quality assurance and more, the importance of integrated conversational intelligence and analytics capabilities has risen,” said Hayley Sutherland, research manager, knowledge discovery and conversational AI at IDC. “The breadth of offerings from Genesys and their overall ease of use have the potential to help more companies unlock the value of their conversational data to gain critical insights about customer and employee experiences.”

To learn more, download the IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment excerpt.

This latest recognition follows the company’s position as a Leader in the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment2 and IDC MarketScape: Worldwide General-Purpose Conversational AI Software 2023 Vendor Assessment.3

About IDC MarketScape

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology uses a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.

About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

© 2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

1IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc #US52047824, December 2024

2IDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc #US51955724, March 2024

3 IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment, Doc #US49988023, November 2023

Fonte: Business Wire