Genesys, the global cloud leader in AI-Powered Experience Orchestration, has been named a Leader in the IDC MarketScape: Worldwide Conversational AI Platforms for Front-Office Use Cases 2025-2026 Vendor Assessment (Doc #US53866226, December 2025). The recognition underscores the strength of the Genesys Cloud™ platform and its native AI in enabling enterprises to mature AI capabilities, deliver trusted orchestration, and create outcome-driven customer and employee experiences.
The IDC MarketScape highlights Genesys as a strong fit for organizations seeking a cloud-based enterprise conversational AI platform that spans customer and employee experiences. The report recommends Genesys for its comprehensive capabilities—including AI agent building, agent copilot, automated outreach, self-service question answering, and predictive call routing—making it suitable for AI-powered contact centers and diverse front-office functions across industries.
“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.”
Genesys Cloud’s governance-first design embeds trust and control at every layer, enabling organizations to scale advanced AI safely while continuously compounding value from interactions. This unified approach integrates multiple AI disciplines—conversational, predictive, and generative—under a single framework, transforming front-office operations from reactive to proactive and personalized.
“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.”
This latest accolade follows Genesys’ Leader position in the IDC MarketScape: Worldwide General-Purpose Conversational Artificial Intelligence Platforms 2025 Vendor Assessment, affirming its consistent innovation and execution in the rapidly evolving AI landscape.
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.
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