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* Solutions

Genesys named a Leader in the 2022 Magic Quadrant for Contact Center as a
Service

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BY INDUSTRY

RETAIL

Personalize the shopping experience with a connected journey.

FINANCIAL SERVICES

Transform banking engagement with seamless experiences across channels.

GOVERNMENT

Deliver on the promise of digital government.

HEALTHCARE

Create secure, connected patient experiences at every touchpoint.

All Solutions

BY ORG TYPE

ENTERPRISE

Manage complex experiences with enterprise contact center software.

SMB

Deliver big customer experiences with small business solutions.

MID-SIZED

Drive custom experiences at scale with agile, flexible solutions.

* Products

CAPABILITIES

CONTACT CENTER SOFTWARE

Run your contact center with software that makes great customer experience
easy.

DIGITAL

Be in touch anywhere, anytime with an all-in-one suite of digital channels.

AI AND AUTOMATION

Power your contact center with Genesys AI for personalized experiences at
scale.

All Capabilities

WORKFORCE ENGAGEMENT

Attract, nurture and retain the best agents for your call center.

INTEGRATIONS AND APPS

Craft a custom call center with apps and integrations.

CUSTOMER JOURNEY MANAGEMENT

Use journey data, analytics and orchestration to improve CX and business
outcomes.

All Capabilities

PRODUCTS

GENESYS CLOUD CX

Power deeply connected experiences through the seamless, all-in-one contact
center solution.

GENESYS MULTICLOUD CX

Deliver competitively superior customer experiences and digital
transformation at scale.

POINTILLIST®

Optimize customer journeys with an end-to-end customer journey management
solution.

All Products All Products
* Partners

GENESYS ASCEND PARTNER PORTAL

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PARTNER OVERVIEW

Reach new heights with your clients, offering them guidance and our
market-leading solutions. Join us on the journey to Experience as a Service.

CHANNEL PARTNERS

Set your customers up for long-term success with market-leading solutions
from Genesys.

STRATEGIC ALLIANCES

Benefit from our alliances with global technology brands and integrations
with platforms your customers use.

INDEPENDENT CONSULTANTS PROGRAM

Guide your clients to provide Super Human Service. Get the information you
need to stay informed on all things Genesys.

APPFOUNDRY PARTNERS

Solve Genesys users' needs and enhance experiences by creating solutions and
selling them in our AppFoundry Marketplace.

FIND A PARTNER

If you're looking for help implementing or expanding a Genesys solution, our
global ecosystem of partners are ready to help.

* Why Genesys

SUPER HUMAN SERVICE

for your contact center

We’re behind every customer smile.

See how

THE GENESYS EDGE

TRUST AND SECURITY

See how Genesys solutions meet and exceed modern security standards.

CUSTOMER SUCCESS AND SERVICES

Choose a dedicated partner that works with you before, during and after your
deployment.

BEYOND

Discover a community of continuous learning and innovation for customer
experience professionals.

WHO WE ARE

OUR VISION

Create experiences rooted in empathy — to build trust and earn loyalty.

OUR CUSTOMERS

See how Genesys call center and customer experience solutions help businesses
succeed.

OUR STORY

Learn about Genesys and discover why we’re trusted by 7,000 companies
worldwide.

* Resources

GENESYS NAMED
A 2022 LEADER

The Forrester Wave™:
Journey Orchestration Platforms

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WE CAN HELP

IMPROVE CUSTOMER EXPERIENCE

Learn how to serve customers where they are and guide them on more productive
journeys.

IMPROVE EMPLOYEE EXPERIENCE

Explore ways to engage and empower your team — because helping people is a
great job.

LEVEL UP YOUR TECHNOLOGY

Maximize your customer experience technology to reach your goals and delight
customers.

GROW YOUR BUSINESS

Win and keep customers with a blended approach to sales, marketing and
support.

All Resources

EXPLORE

EVENTS

Save the date for these upcoming Genesys events — virtual and in-person.

BLOG AND PODCASTS

Gain insights from customers, employees, industry thought leaders and more.

WEBINARS

Watch and listen your way to better customer experience and more connected
moments.

DEVELOPER TOOLS

Extend functionality without directly using an API. No programming required.

* Pricing
*

TO BE A LEADER, YOU NEED TO WORK WITH A LEADER

See why analysts and users agree — Genesys Cloud CX is a leading contact center
platform.

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TRANSFORM YOUR CALL CENTER. DELIVER AMAZING EXPERIENCES. BOOST YOUR BOTTOM LINE.

Choose the CX platform built with the future in mind

EXCEED CUSTOMER EXPECTATIONS WITH THE LATEST DIGITAL AND AI INNOVATIONS NOW

Accelerate and simplify innovation with access to new functionality, including
the latest innovations in artificial intelligence (AI)–powered journeys.

SIMPLIFY YOUR TECH STACK FOR OPERATIONAL AGILITY

Gain the advantage of a single platform spanning spans sales, marketing and
services—enabling the best and broadest customer and employee experience
capabilities.

REST EASY WITH A CCAAS PLATFORM BUILT FOR SECURITY AND RESILIENCY

Get the scalability, flexibility, security and agility you need with an
API-first solution that’s built on a multi-tenant, microservices-based
architecture.

ANALYSTS WEIGH IN

Genesys Cloud is a Magic Quadrant Leader. Get the comprehensive reports.

2022 GARTNER® MAGIC QUADRANT™
FOR CONTACT CENTER AS A SERVICE

We believe Gartner named Genesys as a Leader in delivering Contact Center as a
Service solutions due to our:

* Ability to innovate at lightning speed and implement new features at scale
* Deep market understanding and a market focus that’s consistent with the needs
of customer service organizations
* Ability to create sustainable differentiated experiences and unify customer
journeys

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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 or other designation. Gartner research publications
consist of the opinions of Gartner’s research organization 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.

GARTNER and Magic Quadrant are registered trademark and service mark of Gartner,
Inc. and/ or its affiliates in the U.S. and internationally and is used herein
with permission. All rights reserved.

Source: Gartner® Magic Quadrant for Contact Center as a Service, Drew Kraus,
Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022.

This Magic Quadrant was earlier named as Magic Quadrant for Contact Center as a
Service, North America and Magic Quadrant for Contact Center as a Service,
Western Europe till 2019 Genesys was referred to Interactive Intelligence in the
2015 & 2016 Magic Quadrant report.

This graphic was published by Gartner, Inc. as part of a larger research
document and should be evaluated in the context of the entire document. The
Gartner document is available upon request from Genesys.

ANALYSTS WEIGH IN

Genesys Cloud™ is a Leader. Get the comprehensive reports.

THE FORRESTER WAVE™: JOURNEY ORCHESTRATION PLATFORMS, 2022

The Forrester report names Genesys a leader in Customer Journey Orchestration
solutions in 2022 and noted its:

* Highest scores possible in the criteria of scalability, strategy performance
— and nine other criteria
* An extensive partner network to increase self-service, reduce customer
service costs, and drive contextual conversations
* AI to optimize journeys and scale journey management programs

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ANALYSTS WEIGH IN

Genesys is a leader. Get the reports you need to evaluate the CCaaS landscape in
a single download.

FROST RADAR™: NORTH AMERICAN ENTERPRISE CLOUD CONTACT CENTER MARKET, 2021

Frost & Sullivan named Genesys a leader in the enterprise cloud contact center
market in 2021 for:

* The most complete all-in-one cloud contact center platform in the marketplace
* Focus on innovation through extensive investment in customer experience
* Substantial growth in its developer community and new features

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* Frost & Sullivan is not responsible for any incorrect information supplied by
companies or users. Quantitative market information is based primarily on
interviews and therefore is subject to fluctuation. Frost & Sullivan research
services are limited publications containing valuable market information
provided to a select group of customers. Customers acknowledge, when ordering or
downloading, that Frost & Sullivan research services are for internal use and
not for general publication or disclosure to third parties. No part of this
research service may be given, lent, resold, or disclosed to noncustomers
without written permission. Furthermore, no part may be reproduced, stored in a
retrieval system, or transmitted in any form or by any means—electronic,
mechanical, photocopying, recording, or otherwise—without the permission of the
publisher.

ANALYSTS WEIGH IN

Genesys is a Magic Quadrant Leader. Get the comprehensive reports.

GARTNER® CRITICAL CAPABILITIES FOR CONTACT CENTER AS A SERVICE

Genesys was ranked #1 in three of five Use Cases and ranked #2 in the remaining
two. Genesys received highest scores for:

* High-Volume Customer Call Center
* Customer Engagement Center
* Global Contact Center

Get the analyst reports

Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Pri
Rathnayake, Pankil Sheth, Drew Kraus, 23, August, 2022.

ANALYSTS WEIGH IN

Genesys Cloud CX™ is a leader. Get the reports you need to evaluate the CCaaS
landscape in a single download.

THE FORRESTER WAVE™: WORKFORCE OPTIMIZATION PLATFORMS, Q4 2021

Forrester names Genesys as a Leader in workforce optimization (WFO) and
recognized it for its:

* Solid strategy that showcases an aggressive roadmap
* Extensive partner and developer network
* Strategic investments in people and technology to bring together a robust
suite for businesses of all sizes
* Purpose-built suite that reboots WFO for businesses of all sizes

Get the analyst reports

Forrester Wave text: The Forrester Wave™️ is copyrighted by Forrester Research,
Inc. Forrester and Forrester Wave™️ are trademarks of Forrester Research, Inc.
The Forrester Wave™️ is a graphical representation of Forrester’s call on a
market and is plotted using a detailed spreadsheet with exposed scores,
weightings, and comments. Forrester does not endorse any vendor, product, or
service depicted in the Forrester Wave™️. Information is based on best available
resources. Opinions reflect judgment at the time and are subject to change.

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REAL USERS SHARE THEIR EXPERIENCES

Genesys Cloud CX™ makes it easy to create exceptional experiences. See the
results.

“Genesys is by far the most comprehensive customer experience solution being
offered in the marketplace today…there is no other solution that I would bet my
future on.”

Grayton E. Koenig, National Solutions Consultant
Voxai

Get the report bundle

“Genesys Cloud CX has addressed a number of issues by being an all-in-one
solution. It has been especially useful for allowing agents to work from home
during the COVID-19 pandemic. No telephone hardware required.”

10 OUT OF 10

Paul Soulodre, Workforce Management Reporting/Analytics
Alberta Motor Association

Get the report bundle

GENESYS CLOUD CX™ EASILY INTEGRATE WITH THE SYSTEMS YOU ALREADY USE

REAL CUSTOMERS, REAL RESULTS

Deliver connected customer experiences with Genesys Cloud CX™

Our ROI for moving to Genesys Cloud CX is that the business is not only solvent
(after lockdown) but is profitable and posting record sales.

Paul Bourdeaux

Vice President of IT

eFinancial

With Genesys Cloud CX, we have a robust customer experience platform with all
the features needed to raise the bar on the service we provide to members.

Aarde Cosseboom

Director of GMS Technology, Analytics, and Product

TechStyle Fashion Group

In a world where customer service expectations are changing at lightning speed,
Genesys Cloud CX gives us a serious competitive advantage.

Ian Roberts

Customer Care Operations Leader

Quicken

GET THE WHOLE STORY: ANALYST REPORTS AND USER REVIEWS ALL IN ONE BUNDLE

Download the marketplace bundle and get analyst reports from Gartner, Omdia, and
Forrester. You’ll also get buyer review site data from G2Crowd and TrustRadius.
Learn about different solution providers and find out why more companies are
switching to the Genesys Cloud CX™ platform.

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LevelC-LevelVPDirectorManagerPrincipalEngineer /
ArchitectConsultantAnalystPartnerStaffUnknownFunctionClaimsCollectionsContact
Center ManagementCustomer ExperienceCustomer ServiceEcommerce/Digital
ChannelsFinanceHuman ResourcesInfluencerInformation TechnologyIT ArchitectureIT
InfrastructureIVRMarketingOperations / Process ManagementProduction
ManagementPurchasingSalesUnknownState/ProvinceIndustryBankingBusiness
ServicesCapital MarketsCommunicationsConsumer ProductsDefense &
IntelligenceEducation & Non-ProfitEnergy &
UtilitiesEntertainmentGovernmentInsuranceLife
SciencesLogisticsManufacturingPayorsProvidersRetailersTravel & HospitalityRetail
BankingOtherLevel of InterestJust researchingGathering business
requirementsComparing solutionsReady for a conversationNumber of Agent
Seats1-2021-5051-100101-300301-500501-1000>1000No Contact CenterDon't Know
Yes. Keep me informed via email or telephone regarding Genesys information.
I would like someone to reach out to me

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences
for organizations in more than 100 countries. Through the power of our cloud,
digital and AI technologies, organizations can realize Experience as a Service℠,
our vision for empathetic customer experiences at scale. With Genesys,
organizations have the power to deliver proactive, predictive, and hyper
personalized experiences to deepen their customer connection across every
marketing, sales, and service moment on any channel, while also improving
employee productivity and engagement. By transforming back-office technology to
a modern revenue velocity engine Genesys enables true intimacy at scale to
foster customer trust and loyalty.

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Seizure Safe Profile Clear flashes & reduces color
This profile enables epileptic and seizure prone users to browse safely by
eliminating the risk of seizures that result from flashing or blinking
animations and risky color combinations.
OFF ON
Vision Impaired Profile Enhances website's visuals
This profile adjusts the website, so that it is accessible to the majority of
visual impairments such as Degrading Eyesight, Tunnel Vision, Cataract,
Glaucoma, and others.
OFF ON
ADHD Friendly Profile More focus & fewer distractions
This profile significantly reduces distractions, to help people with ADHD and
Neurodevelopmental disorders browse, read, and focus on the essential elements
of the website more easily.
OFF ON
Cognitive Disability Profile Assists with reading & focusing
This profile provides various assistive features to help users with cognitive
disabilities such as Autism, Dyslexia, CVA, and others, to focus on the
essential elements of the website more easily.
OFF ON
Keyboard Navigation (Motor) Use website with the keyboard
This profile enables motor-impaired persons to operate the website using the
keyboard Tab, Shift+Tab, and the Enter keys. Users can also use shortcuts such
as “M” (menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics)
to jump to specific elements.

Note: This profile prompts automatically for keyboard users.
OFF ON
Blind Users (Screen Reader) Optimize website for screen-readers
This profile adjusts the website to be compatible with screen-readers such as
JAWS, NVDA, VoiceOver, and TalkBack. A screen-reader is software that is
installed on the blind user’s computer and smartphone, and websites should
ensure compatibility with it.

Note: This profile prompts automatically to screen-readers.
Content Adjustments
Content Scaling
Default

Readable Font
Highlight Titles
Highlight Links
Text Magnifier
Adjust Font Sizing
Default

Align Center
Adjust Line Height
Default

Align Left
Adjust Letter Spacing
Default

Align Right
Color Adjustments
Dark Contrast
Light Contrast
High Contrast
High Saturation
Adjust Text Colors
Cancel
Monochrome
Adjust Title Colors
Cancel
Low Saturation
Adjust Background Colors
Cancel
Orientation Adjustments
Mute Sounds
Hide Images
Read Mode
Reading Guide
Useful Links
Select an option Home Header Footer Main Content
Stop Animations
Reading Mask
Highlight Hover
Highlight Focus
Big Black Cursor
Big White Cursor
HIDDEN_ADJUSTMENTS
Keyboard Navigation
Accessible Mode
Screen Reader Adjustments
Read Mode
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Accessibility StatementCompliance status

We firmly believe that the internet should be available and accessible to anyone
and are committed to providing a website that is accessible to the broadest
possible audience, regardless of ability.

To fulfill this, we aim to adhere as strictly as possible to the World Wide Web
Consortium’s (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA
level. These guidelines explain how to make web content accessible to people
with a wide array of disabilities. Complying with those guidelines helps us
ensure that the website is accessible to blind people, people with motor
impairments, visual impairment, cognitive disabilities, and more.

This website utilizes various technologies that are meant to make it as
accessible as possible at all times. We utilize an accessibility interface that
allows persons with specific disabilities to adjust the website’s UI (user
interface) and design it to their personal needs.

Additionally, the website utilizes an AI-based application that runs in the
background and optimizes its accessibility level constantly. This application
remediates the website’s HTML, adapts its functionality and behavior for
screen-readers used by blind users, and for keyboard functions used by
individuals with motor impairments.

If you wish to contact the website’s owner please use the website's form

Screen-reader and keyboard navigation

Our website implements the ARIA attributes (Accessible Rich Internet
Applications) technique, alongside various behavioral changes, to ensure blind
users visiting with screen-readers can read, comprehend, and enjoy the website’s
functions. As soon as a user with a screen-reader enters your site, they
immediately receive a prompt to enter the Screen-Reader Profile so they can
browse and operate your site effectively. Here’s how our website covers some of
the most important screen-reader requirements:

1. Screen-reader optimization: we run a process that learns the website’s
components from top to bottom, to ensure ongoing compliance even when
updating the website. In this process, we provide screen-readers with
meaningful data using the ARIA set of attributes. For example, we provide
accurate form labels; descriptions for actionable icons (social media icons,
search icons, cart icons, etc.); validation guidance for form inputs;
element roles such as buttons, menus, modal dialogues (popups), and others.

Additionally, the background process scans all of the website’s images. It
provides an accurate and meaningful image-object-recognition-based
description as an ALT (alternate text) tag for images that are not
described. It will also extract texts embedded within the image using an OCR
(optical character recognition) technology. To turn on screen-reader
adjustments at any time, users need only to press the Alt+1 keyboard
combination. Screen-reader users also get automatic announcements to turn
the Screen-reader mode on as soon as they enter the website.

These adjustments are compatible with popular screen readers such as JAWS,
NVDA, VoiceOver, and TalkBack.

2. Keyboard navigation optimization: The background process also adjusts the
website’s HTML and adds various behaviors using JavaScript code to make the
website operable by the keyboard. This includes the ability to navigate the
website using the Tab and Shift+Tab keys, operate dropdowns with the arrow
keys, close them with Esc, trigger buttons and links using the Enter key,
navigate between radio and checkbox elements using the arrow keys, and fill
them in with the Spacebar or Enter key.

Additionally, keyboard users will find content-skip menus available at any
time by clicking Alt+2, or as the first element of the site while navigating
with the keyboard. The background process also handles triggered popups by
moving the keyboard focus towards them as soon as they appear, not allowing
the focus to drift outside.

Users can also use shortcuts such as “M” (menus), “H” (headings), “F”
(forms), “B” (buttons), and “G” (graphics) to jump to specific elements.

Disability profiles supported on our website
* Epilepsy Safe Profile: this profile enables people with epilepsy to safely
use the website by eliminating the risk of seizures resulting from flashing
or blinking animations and risky color combinations.
* Vision Impaired Profile: this profile adjusts the website so that it is
accessible to the majority of visual impairments such as Degrading Eyesight,
Tunnel Vision, Cataract, Glaucoma, and others.
* Cognitive Disability Profile: this profile provides various assistive
features to help users with cognitive disabilities such as Autism, Dyslexia,
CVA, and others, to focus on the essential elements more easily.
* ADHD Friendly Profile: this profile significantly reduces distractions and
noise to help people with ADHD, and Neurodevelopmental disorders browse,
read, and focus on the essential elements more easily.
* Blind Users Profile (Screen-readers): this profile adjusts the website to be
compatible with screen-readers such as JAWS, NVDA, VoiceOver, and TalkBack. A
screen-reader is installed on the blind user’s computer, and this site is
compatible with it.
* Keyboard Navigation Profile (Motor-Impaired): this profile enables
motor-impaired persons to operate the website using the keyboard Tab,
Shift+Tab, and the Enter keys. Users can also use shortcuts such as “M”
(menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics) to
jump to specific elements.

Additional UI, design, and readability adjustments
1. Font adjustments – users can increase and decrease its size, change its
family (type), adjust the spacing, alignment, line height, and more.
2. Color adjustments – users can select various color contrast profiles such as
light, dark, inverted, and monochrome. Additionally, users can swap color
schemes of titles, texts, and backgrounds with over seven different coloring
options.
3. Animations – epileptic users can stop all running animations with the click
of a button. Animations controlled by the interface include videos, GIFs,
and CSS flashing transitions.
4. Content highlighting – users can choose to emphasize essential elements such
as links and titles. They can also choose to highlight focused or hovered
elements only.
5. Audio muting – users with hearing devices may experience headaches or other
issues due to automatic audio playing. This option lets users mute the
entire website instantly.
6. Cognitive disorders – we utilize a search engine linked to Wikipedia and
Wiktionary, allowing people with cognitive disorders to decipher meanings of
phrases, initials, slang, and others.
7. Additional functions – we allow users to change cursor color and size, use a
printing mode, enable a virtual keyboard, and many other functions.

Assistive technology and browser compatibility

We aim to support as many browsers and assistive technologies as possible, so
our users can choose the best fitting tools for them, with as few limitations as
possible. Therefore, we have worked very hard to be able to support all major
systems that comprise over 95% of the user market share, including Google
Chrome, Mozilla Firefox, Apple Safari, Opera and Microsoft Edge, JAWS, and NVDA
(screen readers), both for Windows and MAC users.

Notes, comments, and feedback

Despite our very best efforts to allow anybody to adjust the website to their
needs, there may still be pages or sections that are not fully accessible, are
in the process of becoming accessible, or are lacking an adequate technological
solution to make them accessible. Still, we are continually improving our
accessibility, adding, updating, improving its options and features, and
developing and adopting new technologies. All this is meant to reach the optimal
level of accessibility following technological advancements. If you wish to
contact the website’s owner, please use the website's form

Hide Accessibility Interface? Please note: If you choose to hide the
accessibility interface, you won't be able to see it anymore, unless you clear
your browsing history and data. Are you sure that you wish to hide the
interface?
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