Genesys Named a Leader — and recognized for strengths in breadth of offering and ease of use

Artificial intelligence (AI) has transformed customer engagement by enabling smarter self-service experiences, data-driven personalization and actionable insights. Conversational intelligence and analytics turn interactions into actionable insights, guiding next-best actions and powering bots, virtual agents and tools like agent copilot. These AI-powered tools optimize customer experiences and drive business improvements at scale.

The IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment evaluates 16 vendors on their capabilities and strategies for conversational intelligence and analytics solutions. Genesys was recognized as a Leader for providing a “broad range of capabilities, from conversational analytics to call management to conversational AI for customer support, workforce engagement, sales, and marketing.”

Access the full excerpt and see why Genesys is positioned as a Leader. You’ll also get:

• Current AI adoption trends, challenges and pitfalls
• The IDC MarketScape evaluation of Genesys
• Tips for navigating the market to choose the right AI solution

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