Gartner 2018 – Magic Quadrant for Contact Center Infrastructure Report + Magic Quadrant for the CRM Customer Engagement Center

well-defined approach when it comes to separating the contact center applications from the telephony infrastructure. Meaning that, unlike most vendors where they would copy the telephony infrastructure part of their offering, Genesys has an telephony agnostic approach. Genesys recent acquisition of AltoCloud, which uses machine learning to predict customer journey on the digital channels. I, myself have seen a demo of this solution and using the word revolutionary might be an understatement.

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