Genesys today announced it has been awarded the 2018 Asia Pacific Customer Contact Platform Vendor of the Year, as well as the 2018 Contact Centre Applications Vendor of the Year in Malaysia, Thailand and India, by Frost & Sullivan. Genesys received the awards for its growth in revenue and market share, portfolio diversity and key achievements in bringing its omnichannel customer experience solutions to key markets in the region.
The company is recognized as a leader in customer and employee experience as well as business optimization through ongoing innovation and investment in areas such as Blended Artificial Intelligence (AI), intelligent automation, cloud deployments, omnichannel engagement and now sales and marketing use cases. Genesys most recently introduced the industry’s most revolutionary routing and orchestration engine at CX18, its annual customer conference. Powered by AI, Genesys Predictive Routing uses historical performance data and matches customer and employee attributes to predict which contact centre resource is the most likely to achieve targeted business goals.
“The awards validate our global commitment to innovation and our strength in the Asia Pacific region, especially in Malaysia, Thailand and India. With its team of dedicated employees and dynamic network of partners, Genesys will continue to bring to market the best in omnichannel customer experience, for both enterprises and small to mid-sized businesses,” said Keith Budge, senior vice president and general manager, Asia Pacific and Japan, Genesys.
The Frost & Sullivan Awards identifies and honours best in class companies that have demonstrated excellence in their respective industries. Companies are typically studied for their revenues, market share, capabilities, and overall contribution to the industry in order to identify best practices.