Genesys®, a global cloud leader in customer experience orchestration, has been named a Leader in “The Forrester Wave™: Workforce Optimization Platforms, Q4 2021” for its best-in-class Genesys Cloud CX™ Workforce Engagement suite, recognized for its aggressive roadmap and solid strategy.
Businesses are quickly realizing that a great employee experience is fundamental to delivering an exceptional customer experience. Contact center employees often are the primary points of interaction with a business, but simply enabling interactions is no longer enough for consumers in today’s always-on world.
Companies need new technologies and artificial intelligence (AI) to orchestrate end-to-end, meaningful experiences with the objective of driving customer trust and loyalty — and employees are a critical component. With Genesys Cloud CX Workforce Engagement, Genesys continues to reimagine the employee experience, taking a people-centric approach to building solutions that improve employee impact and performance by providing employees with the right tools to interact with customers whenever and wherever they reach out.
“Engaged and motivated employees are crucial to orchestrating exceptional customer experiences, which is why we’ve put a renewed focus on delivering capabilities that center around their wants and needs,” said Merijn te Booij, General Manager, Workforce Engagement Management, Genesys. “This recognition by Forrester, a first for Genesys in the WFO market, validates for us our continued investment and vision for workforce engagement, and we aim to continue momentum as we deliver on our aggressive product roadmap.”
Genesys is seeing a surge in adoption of Genesys Cloud CX and workforce engagement management (WEM) capabilities as organizations adapt to the new workforce paradigm and realize the positive impact that engaged employees have on the customer experience. As of October of fiscal year 2022, Genesys has seen more than 60% year over year growth in Genesys Cloud CX customers using WEM capabilities, including companies like PATLive, Carestream Dental and Company Nurse.
Forrester also recognized the company as a Leader in the “The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020.”