Gartner Names Genesys a Challenger in its Magic Quadrant for Contact Centre Workforce Optimisation


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Genesys Enhances WFO Portfolio to Automatically and Continuously Optimise
the Workforce

Frimley, UK – December 10, 2013 – Genesys (, a leading
provider of customer experience and contact centre solutions, today
announced that Gartner named Genesys a challenger in the 2013 Gartner “Magic
Quadrant for Contact Centre Workforce Optimisation.”1 With this announcement
Genesys moves from a “Niche Player” to a “Challenger,” based on the
evaluation of existing Genesys WFO installations and integrated WFO
portfolio with expanded capabilities. The Genesys Workforce Optimisation
(WFO) solution expanded its capabilities with the addition of a market
leading speech and text analytics solution that helps organisations improve
their customer experience and contact centre performance by analysing
customer interactions over multiple channels including phone, email, chat
and social media. Additional enhancements were made across the WFO solution
to fully automate and integrate the monitoring, training, scheduling and
work assignment to front and back office employees to improve the customer

Leading industry analyst Gartner estimates that by year-end 2015, 30% of
organisations with over 300 agents will adopt an integrated approach to
Workforce Optimisation, and will achieve the associated increases in
operational efficiency and customer satisfaction. According to the Gartner
report, “the era of buying stand-alone, best-of-breed, agent-centric
technologies for core WFO functions (such as call recording and agent
scheduling) is gradually coming to an end. The benefits of a WFO suite
approach range from having a single-vendor contract and a lower TCO to
removing integrations problems, and the incorporation of cross-functional
workflow is driving adoption.”

These new WFO capabilities allow Genesys to dynamically assign customer
interactions and work items to employees in order to meet service levels and
schedule adherence. Additionally, the new capabilities improve
employee-coaching decisions by enabling more timely and accurate employee
assessments. As a result, the assessments can automatically and continuously
trigger skill updates, training assignments, schedule updates, work
assignments and various notifications.

“The innovation we bring to Workforce Optimisation automates the highly
manual WFO lifecycle by enabling companies to understand every single
customer interaction and automatically make decisions in order to create a
self-correcting continuous improvement cycle,” said Reed Henry, Chief
Marketing Officer of Genesys. “Organisations of all sizes can now realise
continuous workforce optimisation to drive the highest possible efficiencies
and lowest cost of operations, while simultaneously elevating customer
experience to a new level.”

Recently, Genesys announced new capabilities for call recording, screen
capture, and intuitive analytics as part of a comprehensive set of offerings
that extend best-in-class customer experience solutions for companies of all
To read the full report, click here.

About the Gartner Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in our
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.

1 Gartner “Magic Quadrant for Contact Center Workforce Optimisation” by Jim
Davies, November 20, 2013
About Genesys:
Genesys is a leading provider of customer experience and contact centre
solutions. With over 3,500 customers in 80 countries, Genesys orchestrates
more than 100 million customer interactions every day across the contact
centre and back office. Genesys helps customers power optimal customer
experiences that deliver consistent, seamless and personalised experiences
across all touchpoints, channels and interactions.

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