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  • 24 May 2018 10:34

Genesys recognised for 10th consecutive time as a leader in Gartner’s annual Magic Quadrant for Contact Center Infrastructure, Worldwide

Company positioned in three Gartner Magic Quadrants focused on contact centres

SYDNEY - 24 May 2018 - Genesys® (www.genesys.com/anz), the global leader in omnichannel customer experience and contact centre solutions, has been named a leader in the Gartner 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide1. For the 10th consecutive time, Gartner positioned Genesys furthest to the right overall on the completeness of vision axis.

The company was also designated a leader in the Gartner 2017 Magic Quadrant for Contact Center as a Service, North America2. In addition, Genesys is included in the Magic Quadrant for Contact Center as a Service, Western Europe3.

“We believe a decade of leadership paired with our positioning in three Gartner Magic Quadrants is a tremendous accomplishment that puts our company at the forefront of both cloud and on-premises solutions. Our customers’ ongoing insight helps us push our innovations even further and motivates us to lead the market through the next era of change,” said Paul Segre, chief executive officer at Genesys. “Today, this means capitalising on technologies like artificial intelligence to enable the world’s most successful customer experiences.”

In the Magic Quadrant for Contact Center Infrastructure, Worldwide, Gartner defines “leaders” as the following: “Leaders are highly viable vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre solutions. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. Overall, however, their products are strong and often have some exceptional capabilities. These vendors also provide solutions that pose a relatively low risk of deployment failure.” The 2018 report on the Magic Quadrant for Contact Center Infrastructure, Worldwide, evaluated 11 different contact centre infrastructure vendors. Gartner then positions companies within one of four quadrants: visionaries, niche players, challengers and leaders.

Learn more about Genesys omnichannel solutions

• Download a complimentary copy of the 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide.

1 Gartner “Magic Quadrant for Contact Center Infrastructure, Worldwide” by Drew Kraus, Steve Blood, Simon Harrison, May 17, 2018. 2 Gartner “Magic Quadrant for Contact Center as a Service, North America” by Drew Kraus, Steve Blood, Daniel O’Connell, Simon Harrison, October 18, 2017. 3 Gartner “Magic Quadrant for Contact Center as a Service, Western Europe” by Drew Kraus, Steve Blood, Simon Harrison, Daniel O’Connell, October 18, 2017.

Gartner disclaimer 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 organisation 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® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com/anz on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

©2018 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys PureCloud, PureConnect, and PureEngage are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

Contacts:

Sian Jenkins

Marketing director, ANZ field marketing

Genesys

sian.jenkins@genesys.com

+61 450 261 506

Belinda Truong

H+K Strategies for Genesys

belinda.truong@hkstrategies.com

+61 401 384 693

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