Genesys Named Leader in IDC MarketScape for Conversational AI

Genesys is advancing a new era of experience delivery and transforming how organisations create loyalty with their customers and employees, said Olivier Jouve, chief product officer at Genesys.

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Genesys®, a global cloud leader in AI-powered experience orchestration, was named a Leader in the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment (doc #US51955724, March 2024). The global market intelligence firm recognised the expansive conversational and generative AI capabilities of Genesys AI, which fuel the Genesys Cloud™ platform, enabling it to scale end-to-end personalised experiences for organisations across the globe.

“Genesys is advancing a new era of experience delivery and transforming how organisations create loyalty with their customers and employees,” said Olivier Jouve, chief product officer at Genesys. “We believe this recognition by the IDC MarketScape is further evidence of the powerful AI foundation within Genesys Cloud. We are helping organisations exceed customer expectations while delivering a future where employees work alongside this intelligent technology.”

The IDC MarketScape covers front-office conversational AI, including customer service. Genesys was named a Major Player in the IDC MarketScape: Worldwide Conversational Artificial Intelligence Software Platforms for Customer Service 2021 Vendor Assessment (doc # US48340721, November 2021).

This latest recognition immediately follows the company’s position as a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment (doc # US49988023, November 2023), which examined general-purpose conversational AI use cases.

Genesys AI Advancements

Genesys is consistently deepening the native AI embedded within Genesys Cloud. The extensive conversational, generative and predictive capabilities of Genesys AI enable organisations to unlock deeper customer and employee insights, predict outcomes, augment users, and provide smarter self-service. The company’s acquisition of Bold360 in 2021 accelerated the Genesys Cloud platform’s digital capabilities with essential self-service solutions.

In the company’s fiscal year 2024 (Feb. 1, 2023–Jan. 31, 2024), nearly 750 new customers turned to the all-in-one Genesys Cloud platform, which saw accelerated adoption of Genesys AI during the year. This is highlighted by digital bot use climbing 4X and voicebot use up 3X year-over-year, in addition to fast uptick of generative AI-based auto-summarisation for Genesys Agent Assist. During the fiscal year 2024, Genesys Agent Assist topped more than 1.2 million summaries since its launch.

“Genesys was a Leader in both the General Purpose and Front-Office Conversational AI Software IDC MarketScapes, which reflects the breadth and depth of its offering and success with customers across a variety of use cases,” said Hayley Sutherland, research manager, conversational AI & knowledge discovery at IDC. “Genesys is consistently enhancing its products with AI, including customer support-focused features, such as agent knowledge assist and auto-summarisation. The company’s strong partner network provides an even broader ecosystem of technologies that span the customer journey.”

The IDC MarketScape measures success across two categories: capabilities and strategies. A vendor’s position reflects its current capabilities, menu of services, how well those services are aligned to customer needs and how well a vendor’s strategy aligns with what customers will require in three to five years.

IDC MarketScape AI Genesys