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

SYDNEY, Oct. 2, 2018 /PRNewswire-AsiaNet/ --

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

Genesys(R) (, 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. 

Logo -

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 

"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 

"Through its PureCloud(R), PureConnect(TM) and PureEngage(TM) 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(R) 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 ( ).

(c)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
+1 317-715-8109

SOURCE Genesys