Keith Dawson's Analyst Perspectives

Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 16, 2021 3:00:00 AM

We are happy to share some insights about Genesys drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

VR_VI_Contact_Center_in_the_Cloud_Logo (1) (1) (3)Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’ requirements for CCaaS platforms. The index is structured to replicate an RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize and maintain technology, and maintain relationships with vendors.

In all of our Value Indexes we utilize a structured research methodology that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for analytics and business intelligence. We evaluated Genesys and 13 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 analytics and business intelligence.

Ventana_Research_Value_Index_Contact_Center_in_the_Cloud_2021_Genesys-1Genesys is a longstanding global provider of contact center technologies. Ranking third overall and in Product Experience, Genesys was categorized as an Exemplary Vendor and was a Value Index Leader in Product Experience, Adaptability, Capability, Reliability, and Validation.

Genesys Cloud is a streamlined offering that emerged from the company’s transition in its technology foundation. The platform ranked in the top five across all seven evaluated categories, and ranked second in both Validation and Capability. The offering excels at interaction handling across multiple channels, including information capture, workforce optimization and performance tracking.

Genesys has room for improvement in Usability and Manageability where more depth in its approach would help its rankings. More depth on its approach to privacy and security would also be effective. The company is significantly investing in improving the platform and its digital capabilities for interactions to further its efforts. It could also improve its approach for TCO/ROI to support new and existing customers.

This assessment was based on Genesys products available at end of March in 2021. Since that date, Genesys has closed on its acquisition of Bold360, adding more AI-powered digital engagement capabilities to its offering.

When cloud contact centers first emerged a decade ago, the focus for many was on finding the lowest cost provider. Today’s CCaaS buyers should consider a broader range of criteria in their selection process, which we outline in this Value Index. A modern contact center requires a technology base that provides continuous innovation, flexibility and open integrations. This will help future-proof operations, and better connect centers to the goals of their parent organizations. With this in mind, when buyers begin the process of evaluating their CCaaS plans, they should explore the options on offer from Genesys.

This research-based index is the most comprehensive assessment of the value of contact center in the cloud 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.


Keith Dawson

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Keith Dawson

Written by Keith Dawson

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include: agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.