News

Genesys Ranked within Top Five Customer Experience and Relationship Management Providers, Worldwide, 2017, in Gartner Market Share Analysis

18th September 2018

Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, is ranked within the top five
vendors by revenue in the recent Gartner1 report: “Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2017.” Genesys believes the recognition validates the company as a top-tier Customer Experience and Relationship Management (CERM) player and highlights its position as the only pure-play customer experience company among the five highest-ranking vendors.

The company’s solutions bring together service, sales and marketing departments so that businesses can manage the entire customer journey.

Paul Segre, chief executive officer at Genesys, commented, “It is difficult for businesses to get a complete understanding of the customer journey. That’s why we are particularly proud that we are already helping 11,000 brands around the world remove the barriers between customer facing departments, enabling the kind of holistic, consistent experiences consumers demand.”

Segre added, “To us, the fact that Gartner has introduced a CERM-focused Market Share Analysis is significant as it signals the growing convergence of the CRM and customer experience markets. We credit our position to our intense concentration on our customers and our relentless focus on innovation. Our long track record of identifying and implementing emerging technologies that make it easier for consumers and organizations to interact at every point in their relationship will continue to drive our growth.”

Published in July, the Gartner Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2017, stated “The CERM market grew 15.5% to $42.14 billion, the largest software market tracked by Gartner, with SaaS's agility and flexibility being big drivers.”

Earlier this year, Genesys announced its position as a Leader in the Gartner 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide2. It marked the twenty-third time Genesys was named a Leader in the report. The company was also recognized as a Leader in the Gartner 2017 Magic Quadrant for Contact Center as a Service, North America3 , and was included in the Gartner 2017 Magic Quadrant for Contact Center as a Service, Western Europe4.