Market Perspectives

We are happy to share some insights about Genesys drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.

In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. 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 contact center suites and agent management.  

In the overall Contact Center Suites Buyers Guide, our analysis classified Genesys as Exemplary, ranking second in the overall research with a 78.3% performance. Genesys’s best performance came in Customer Experience at 86.4%, ranking first, due in part to its first-place ranking in Validation. In Product Experience, Genesys placed second at 76.5% due to high performance in Adaptability. Genesys was designated a Leader in all categories in Product and Customer Experience. Genesys fully participated in the RFI process.

Genesys’s Product Experience was impacted by its 72.9% performance in Capability, where it could benefit from deeper visibility into metrics on operational costs and customer satisfaction. Customer Experience was slightly impacted by its 87.2% performance in TCO/ROI, where it could better articulate the investments it has made over the past years to facilitate a better customer experience.

Genesys performed best in both Customer Experience categories, where its 86.4% performance was due to its validation and its TCO being well documented and backed up by customers. In addition, Genesys’s strong capabilities across the board in nearly all measures of interaction handling, analytics and operational optimization led to its 72.9% performance in Capability.

In the Agent Management Buyers Guide, our analysis classified Genesys as Exemplary, ranking third in the overall research with a 78.9% performance. Genesys’s best performance came in Customer Experience at 86.4%, ranking first, due in part to its first-place ranking in Validation. In Product Experience, Genesys placed fourth at 76.9. Genesys was designated a Leader in Adaptability, Manageability, Reliability, Usability, TCO/ROI and Validation.

Genesys’s Product Experience was impacted by its 72.3% performance in Capability, where it could add onto its quality measurement by tracking customer sentiment during calls. Customer Experience was slightly impacted by its 87.2% performance in TCO/ROI, where it could further showcase its investment in ROI.

Genesys performed best in Customer Experience, notably in Validation, where its 85.6% performance was due to its outstanding customer service and support capabilities. In addition, Genesys’s strong UI/UX led to its 79.1% performance in Usability.

In the Contact Centers Buyers Guide, our analysis classified Genesys as Exemplary, ranking second in the overall research with a 78.9% performance. Genesys’s best performance came in Customer Experience at 86.4%, ranking first, due in part to its first-place ranking in Validation. In Product Experience, Genesys placed second at 77.1%. Genesys was designated a Leader in all categories.

Genesys’s Product Experience was impacted by its 73.4% performance in Capability, where it could better handle the workflow between the contact center and back-office.

Customer Experience was slightly impacted by its 87.2% performance in TCO/ROI, where it could continue to develop its ROI tools for customers and prospects.

Genesys performed best in Customer Experience, notably in Validation, where its 85.6% performance was due to positive customer references and the large amount of resources Genesys has been using to further enhance the customer experience. Genesys scored near the top in many measures related to the use and administration of the platform, including its interaction handling capabilities, features related to configuration and customization, and technology architecture.

This assessment was based on Genesys Cloud CX, Pointillist and was available in July of 2023.

This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:

• Contact Center Suites Buyers Guide
• Agent Management Buyers Guide
• Contact Centers Buyers Guide