Genesys positioned as a Leader for its breadth of offering and omni-channel capabilities
Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced its recognition as a Leader in the IDC MarketScape™: Worldwide General-Purpose Conversational Artificial Intelligence 2025 Vendor Assessment (doc #US52972625, September 2025). The company believes its sustained global AI recognition reflects the strength of the Genesys Cloud™ platform in helping organizations advance their AI maturity and manage conversations for full orchestration of customer and employee experiences.
“Conversational AI is the entry point for a new generation of intelligent experiences. As more autonomous and collaborative AI agents become central to business operations, conversations are where trust is established, insights are gathered and outcomes are shaped,” said Olivier Jouve, chief product officer at Genesys. “We believe our consistent recognition in the IDC MarketScape reinforces how Genesys Cloud AI equips brands with the intelligence and guardrails to responsibly scale interactions and turn conversations into orchestrated journeys that help deliver lasting value for customers and employees.”
The IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment 1 marks the fourth IDC MarketScape report where Genesys has been named a Leader 234 in just two years’ time. Genesys believes its continued recognition in the IDC MarketScape underscores the company’s native AI capabilities, rapid AI momentum and proven ability to guide organizations through AI adoption.
IDC MarketScape 1 recommended organizations: “Consider Genesys when you are looking for a cloud-based enterprise conversational AI platform that works across the customer and employee experience to provide features such as AI agent building, Agent Copilot, self-service question answering, automated outreach, and predictive call routing. Genesys’ broad set of capabilities can make it a good choice for AI-powered contact centers in a variety of industries, as well as for other use cases such as sales and marketing.”
To achieve true agentic orchestration, businesses need advanced conversational AI that can power trusted, outcome-driven experiences. Yet many organizations face challenges with AI maturity that limit their ability to scale innovation. Genesys Cloud helps bridge this divide by unifying native agentic, conversational, generative and predictive AI in a single platform.
The IDC MarketScape1 highlighted several Genesys strengths including:
- Breadth of offering: “Genesys provides a broad range of conversational AI and other AI-based features for customer support, workforce engagement, sales, and marketing. In addition, the vendor provides an AI maturity model for its customers to help them understand which capabilities are best suited for their current business state, and where they need to go to advance in AI use case maturity.”
- Omni-channel capabilities: “Customers praised Genesys’ omni-channel capabilities, which they reported goes beyond just supporting multiple channels to provide real cross-channel visibility and insights. Users appreciated the ability to manage and leverage a wide set of customer data in one place via the Genesys Cloud CX platform, as well as the ease of integration and ease of use of its omni-channel capabilities.”
“Agentic orchestration relies on a proven conversational foundation with the right guardrails and enterprise integrations to translate intent into safe, trustworthy actions,” said Hayley Sutherland, research manager, conversational AI, at IDC. “The Genesys Cloud platform brings these elements together in a way that can give organizations the consistency, speed and compliance they need to improve customer experiences and advance AI innovation with confidence.”
This latest recognition follows the company’s position as a Leader in the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment2 and IDC MarketScape: Worldwide General-Purpose Conversational AI Software 2023 Vendor Assessment.3 Genesys was also positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment.4
About IDC MarketScape:
IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
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