Market Perspectives

We are happy to share some insights about Genesys drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a vendor selection process for analytics and business intelligence. We evaluated Genesys and 21 other vendors in seven categories, five relevant to the product — Adaptability, Capability, Manageability, Reliability and Usability — and two related to the vendor — TCO/ROI and Vendor Validation. To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our Benchmark Research on Customer Experience (CX).

Genesys is a contact center vendor, offering voice- and digital-interaction handling and an array of omnichannel features for agent productivity, interaction analytics and customer journey management. It was categorized as a Vendor of Assurance and ranked 13th overall in this Value Index evaluation. Genesys performed best in TCO/ROI, where it ranked seventh.

Genesys’ primary product focus has been on expanding its contact center portfolio to transition clients to the cloud deployment model and to imbue its Contact-Center-as-a-Service (CCaaS) product with artificial intelligence (AI) to boost agent-management and analytics functions. The company acquired Pointillist, bringing in-house a significant customer journey management toolset that weds a centralized data hub with marketing-centric analytics tools.

While Genesys provides significant support for contact centers and agents, it has not yet expanded to bundling its AI, workflow automation and customer tracking systems into a unified suite where the components are fully integrated and provide synergy across departments. The company’s Capability ranking would improve with attention to field service efforts, managing digital content and product information, and marketing features like attribution and social metrics. Its Manageability ranking would improve with greater transparency about licensing and usage and an overall view into how the company plans to unify its components via a roadmap.

This assessment was based on Genesys’ customer experience management (CXM or CEM) products available in November of 2022. In December, the company updated some of the contact center-focused features, including its Agent Assist software.

Genesys, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.