Genesys named champion in the Frost & Sullivan IQ Matrix for the Australian Cloud Contact Centre Market

High performance in market share and projected future growth puts Genesys in top spot compared with eight major Australian vendors

SYDNEY, Oct. 2, 2018 /PRNewswire/ -- Genesys® (, a global leader in omnichannel customer experience and contact centre solutions, has been placed in the Champion's Quadrant in the Frost IQ Matrix for the Australian Cloud Centre Market, 2018.

The Frost IQ Matrix evaluated Australia's eight leading vendors in the cloud contact centre market. Genesys was the only vendor positioned in the Champion's Quadrant after being recognised for its strong market share (by revenue) and its future growth strategy.

In assessing vendors for its report, Frost & Sullivan considered five key criteria: revenue market share, product/service strategy, people and skills strategy, ecosystem strategy and business strategy.

Frost & Sullivan singled out Genesys as the industry's sole champion, highlighting year-on-year business growth, and strategic acquisitions that have expanded its range of offerings, as key determining factors.

Genesys was also recognised for its partner program with leading systems integrators and service providers in Australia.

"We are honoured to be placed in the Champion's Quadrant by Frost & Sullivan. In an industry full of new entrants, evolving technologies and constant disruption, Genesys continues to set the benchmark for the cloud contact centre market," said Gwilym Funnell, vice president of sales and managing director, Genesys Australia and New Zealand.

"Through strategic investment, acquisitions and innovation, Genesys now has a range of cloud-based contact centre solutions for Australian businesses of all sizes and complexities. We're proud to work with the nation's very biggest organisations, right through to the SMB space," he added.

In the report, Frost & Sullivan identifies Australia as one of the most established cloud centre markets in Asia-Pacific. It estimates the market was worth US$22.5 million in 2017 and will grow to US$67.1 million by 2022. While the report notes some long-established vendors are struggling to keep up with the move to cloud-based solutions, Genesys has successfully stayed ahead of its competitors.

"Australia's contact centre industry is rapidly changing as clients move from on-premises to cloud contact centre offerings. In reviewing Australia's major cloud contact centre players, Genesys stands out not only for the scale of its capabilities, but also for its substantial research and development programs, and its powerful partner network," said Krishna Baidya, head of customer contact research, Digital Transformation Practice at Frost & Sullivan Asia-Pacific.

"Through its PureCloud®, PureConnect and PureEngage platforms, Genesys has integrated new technologies – like AI and machine learning – into its core capabilities. We believe Genesys is well-positioned to retain its leading position in the Australian cloud contact centre market due to its depth and range of solutions," he added.

The full report can be found here.

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 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.

Rachel Faulkner
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