Genesys Positioned in Leading Analyst's Magic Quadrant for CRM Web Customer Service Applications
(M2 PressWIRE Via Acquire Media NewsEdge) Frimley, UK - - Genesys, a leading provider of customer service and contact centre solutions, today announced that market research firm Gartner, Inc. has included the Company in its report, "Magic Quadrant for CRM Web Customer Service Applications" published February 7, 2013 and authored by Johan Jacobs. The evaluation in Gartner's Magic Quadrant is based on completeness of vision and ability to execute.
In the report, Johan Jacobs, Research Director at Gartner writes, "In analysing Gartner customer discussions during the past 12 months, we have once again observed that more than 82% of multichannel product buyers prefer a more comprehensive web customer service suite, as opposed to a stand-alone single-channel or point-based products." Jacobs adds, "There is very a strong link between Web customer service and the contact centre. Whenever a customer needs the assistance of a human customer service representative, there is a shift from strictly Web customer service to the customer service contact centre."
"We're pleased to be included in the latest Gartner Magic Quadrant report for CRM Web Customer Service Applications," said Reed Henry, Chief Marketing Officer, Genesys. "Effective web customer service needs to be part of a cross-channel customer experience strategy that blends voice, social, web, and mobile interactions, while providing easy access to agents in the contact centre."
Genesys Web Customer Service
About the Magic Quadrant:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
Genesys is a leading provider of customer service and contact centre solutions. With more than 2,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact centre and back office, helping companies deliver fast and optimal levels of customer service with a highly personalised cross-channel customer experience. Genesys also prioritises the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimising the performance and satisfaction of customer-facing employees across the enterprise.
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