Genesys has announced that its interactive voice response (IVR) and customer interaction solutions received a “Strong Positive” rating in Gartner’s report entitled MarketScope for IVR Systems and Enterprise Voice Portals published on August 12, 2013.
According to the Gartner report, “Interactive voice response (IVR) and voice portal platforms are valuable technologies for improving the return on contact centre investments. These systems enable enterprises to reduce their reliance on contact centre agents to resolve customer service issues. Leading companies require their customer service operations to increase their use of automation and offer greater levels of personalisation in customer self-service, and continuously increase self-service utilisation and call completion rates.”
Over the last year, Genesys has strengthened its IVR and voice portfolio through the acquisitions of LM Sistemas, UTOPY, Angel and SoundBite Communications, allowing the Company to bring leading voice self-service, proactive communication and speech analytics solutions to organisations of all sizes through cloud, on-premise or hybrid delivery models. The offerings span mid-market, departmental and large enterprise self-service applications for sales, marketing and service.
A company receiving a “Strong Positive” in a MarketScope report is viewed as a provider of strategic products, services or solutions. The report analysed vendors on system installation, training, documentation, service and support, system administration, performance and reliability.
“In our view, being the only vendor to receive a ‘Strong Positive’ rating in Gartner’s MarketScope report validates both our strategy and the completeness of our voice self-service solutions,” said Paul Segre, CEO and President of Genesys. “Personalised self-service is a key element to delivering engaging customer experiences. Our solution now offers enterprises the most complete and flexible platform to meet their rapidly evolving requirements.”