Genesys Receives Top Marks From Gartner

Genesys Telecommunications Laboratories, an Alcatel-Lucent company, announced that market research firm Gartner evaluated Genesys’ GVP 8.0 solution and gave Genesys a ‘Strong Positive’ rating in its new report, "MarketScope for [Interactive Voice Response] IVR Systems and Enterprise Voice Portals," published June 15, 2009, and authored by Jay Lassman and Bern Elliot.

The report evaluated nine vendors and Genesys received the highest possible rating a vendor could achieve in this report: a Strong Positive rating.  A vendor with a Strong Positive rating is viewed by Gartner as “a provider of strategic products, services or solutions.” 

The IVR Systems and Enterprise Voice MarketScope evaluation is based on a weighted evaluation of a vendor's products in comparison with the evaluation criteria in seven key areas: Market Understanding; Marketing Strategy; Sales Strategy; Offering (Product) Strategy; Business Model; Innovation; Overall Viability (Business Unit, Financial, Strategy, Organization).

“Leading organizations are critically evaluating the experiences their customers are having and are actively rejecting self-service environments that lead to customer frustration.  Genesys continues to earn high marks for delivering a software solution that integrates and leverages Web, CRM and Database information to provide a streamlined, contextual, and personalized interaction for the customer,” said Brian Bischoff, vice president of strategic solutions at Genesys.  “In a time when earning and retaining customers is critical, organizations that are not pro-actively improving the customer experience across channels will find it increasingly lonely as customers defect for a more valued commercial relationship.”