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IVR Service Provider Genesys Earns Strong Positive in Gartner Report

By Rajani Baburajan, TMCnet Contributor

Genesys (News - Alert), an IVR service provider with a mission to Save the World from Bad Customer Service, has received a "Strong Positive" rating in Gartner's (News - Alert) "MarketScope for IVR Systems and Enterprise Voice Portals" report.

Gartner's MarketScope evaluates vendors based upon market, product and sales strategies, innovation and other criteria. The IVR service provider scored the highest rating of this kind for its interactive voice response (IVR) and Intelligent Front Door (iCFD) solutions.

Customers today are seeking advanced capabilities in IVR products. They are looking for integration of customer contact channels like voice, Web, social media and mobile devices. IVR service providers are also expected to have capabilities to integrate self-service with agent-assisted service and the ability to use speech recognition for user interface improvements.

The Genesys Voice Platform (GVP) enables communications with customers using speech recognition, touchtone and video capabilities. The solution integrates with the complete Genesys suite. The GVP also incorporates a common development, administration, reporting, and hardware - translating into a lower total cost of ownership.

"We're excited to be recognized with such a coveted rating within Gartner's IVR Systems and Voice Portal Report," said Nicolas De Kouchkovsky (News - Alert), chief marketing officer of Genesys, in a statement. "We believe this high honor from Gartner demonstrates our commitment to innovate and help enterprises create a uniquely branded experience for their customers."

 Genesys Conversation Manager combines with the Genesys platform to create the Intelligent Front Door (iCFD). Genesys iCFD remembers context and history across any channel. This information will help iCFD apply specific business rules to anticipate customer needs while aligning them with the ideal resource through self- or assisted service.

Earlier this year Genesys acquired Interactive Voice Response (IVR) provider LM Sistemas to expand to key self-service markets in Brazil. Genesys software directs more than 100 million interactions every day from the contact center to the back office, enabling companies to deliver fast, simple service and a highly personalized cross-channel customer experience.