Genesys, a leading provider of customer service and contact center solutions, today announced that information technology research and advisory 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 analyzing Gartner customer discussions during the past 12 months, we have once again observed that more than 82 percent 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 center. Whenever a customer needs the assistance of a human customer service representative, there is a shift from strictly Web customer service to the CRM customer service contact center.”

Supporting Quotes:

“We’re pleased to be included in the latest Gartner Magic Quadrant report for CRM Web Customer Service Applications,” said Merijn te Booij, Executive Vice President, Product and Solution Strategy, 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 center.”

Supporting Resources:

Gartner’s Magic Quadrant for CRM 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 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.

About Genesys:

Genesys is a leading provider of customer service and contact center solutions. With more than 2,000 customers in 80 countries, Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

www.genesyslab.com