Genesys, a leading provider of customer service and contact center
solutions, today announced that information technology research and
advisory firm Gartner,
Inc. has included the Company in its report, "Magic Quadrant for CRM
Web Customer Service Applications" published February 7, 2013 and
authored by Johan Jacobs. The evaluation in Gartner's Magic Quadrant is
based on completeness of vision and ability to execute.
In the report, Johan Jacobs, Research Director at Gartner writes, "In
analyzing Gartner customer discussions during the past 12 months, we
have once again observed that more than 82 percent of multichannel
product buyers prefer a more comprehensive web customer service suite,
as opposed to a stand-alone single-channel or point-based products."
Jacobs adds, "There is very a strong link between Web customer service
and the contact center. Whenever a customer needs the assistance of a
human customer service representative, thee is a shift from strictly
Web customer service to the CRM customer service contact center."
"We're pleased to be included in the latest Gartner Magic Quadrant
report for CRM Web Customer Service Applications," said Merijn te Booij,
Executive Vice President, Product and Solution Strategy, Genesys.
"Effective web customer service needs to be part of a cross-channel
customer experience strategy that blends voice, social, web and mobile
interactions, while providing easy access to agents in the contact
Magic Quadrant for CRM Web Customer Service
About the Magic Quadrant:
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
Genesys is a leading provider of customer service and contact center
solutions. With more than 2,000 customers in 80 countries, Genesys
software directs more than 100 million interactions every day from the
contact center to the back office, helping companies deliver fast,
simple service and a highly personalized cross-channel customer
experience. Genesys software also optimizes processes and the
performance of customer-facing employees across the enterprise.
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