Genesys Telecommunications Laboratories, announced that market research firm Gartner named Genesys the 2003 worldwide leader for voice portal port shipments in its report entitled ‘Market Share: Voice Response Systems, Worldwide, 2003.’ According to the report, Genesys has a worldwide market share of 13.0 per cent.
Genesys also achieved the highest port shipment figures in the 2003 EMEA market, securing 15.7 per cent market share in the region. In the ‘Rest of World’ (APAC and Latin America) category, Genesys also placed first with 26.7 per cent market share. Genesys is ranked second in the North American market with 10.1 per cent market share.
The Gartner report states that voice response systems based on voice portal architecture currently account for more than 20 per cent of the total market, and that in 2003, voice response port shipments increased for the first time in several years, showing a 6.5 per cent year-over-year gain. Genesys is a leading vendor in the combined market of IVR and voice portal platforms and is a provider of next-generation voice portal platforms.
‘To help improve service and reduce costs, enterprises are increasingly looking to implement speech technologies and Web-centric voice portal solutions that leverage speech recognition and advanced voice applications,’ said Elliot Danziger, chief technology officer at Genesys . ‘Genesys is leading this growing market with an open standards approach to voice portals that integrates customer self-service with advanced routing and ‘live’ agent assistance.’
This announcement follows Genesys being named in the leaders quadrant in the Gartner 2004 IVR and Voice Portal magic quadrant report.
Em Foco – Empresa