SAN FRANCISCO: Genesys, a global cloud leader in AI-Powered Experience Orchestration, today announced its recognition as a Leader in the IDC MarketScape: Worldwide Conversational AI Platforms for Front-Office Use Cases 2025-2026 Vendor Assessment (Doc #US53866226, December 2025). The IDC MarketScape has positioned Genesys as a Leader in Front-Office Conversational AI Platforms for Front-Office Use Cases. The company believes this recognition from IDC MarketScape demonstrates how the Genesys Cloud™ platform, and its native AI, empower the enterprise to accelerate AI maturity and orchestrate trusted, outcome-driven experiences.

“The front office is where customer loyalty is won or lost,” said Olivier Jouve, chief product officer at Genesys. “Too often, fragmented tools and disconnected systems prevent organizations from delivering the fast, connected experiences customers expect. With comprehensive Genesys Cloud AI, we’re unifying intelligence, governance and context in one platform to power safe, adaptive orchestration at scale. We believe our recognition from IDC MarketScape reinforces our leadership in shaping the next era of agentic experiences.”

This latest recognition follows the company’s position as a Leader in the IDC MarketScape: Worldwide General-Purpose Conversational Artificial Intelligence Platforms 2025 Vendor Assessment (US52972625, September 2025).

IDC MarketScape1 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 front-office use cases such as sales and marketing.”

“The next phase of conversational AI will be defined by orchestration and trust as organizations expand their use of advanced technologies,” said Hayley Sutherland, research manager, conversational AI at IDC. “Genesys has the potential to deliver both with a unified platform that brings together multiple AI disciplines under a governance framework, helping organizations to scale safely while transforming how customers engage with brands.”

Built on a governance-first architecture and a natively embedded AI foundation, Genesys Cloud provides a trusted platform for agentic orchestration that connects every layer of intelligence to continuously learn, adapt and compound in value over time. Every interaction refines understanding to drive smarter automation and deeper personalization to help businesses evolve their customer experiences without sacrificing safety or control.

1 IDC MarketScape: Worldwide Conversational AI Platforms for Front-Office Use Cases 2025-2026 Vendor Assessment (Doc #US53866226, December 2025).

About IDC MarketScape

The 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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Fonte: Business Wire