Genesys, a global leader in AI-powered experience orchestration, has been recognized as a Leader in the IDC MarketScape: Worldwide General-Purpose Conversational Artificial Intelligence 2025 Vendor Assessment. This accolade highlights the strength of the Genesys Cloud platform in enabling organizations to advance AI maturity and deliver orchestrated customer and employee experiences.
Genesys named Leader in IDC MarketScape for Conversational AI 2025.
Genesys Cloud unifies agentic, conversational, and predictive AI.
Offers omnichannel capabilities for seamless cross-channel visibility.
Provides AI maturity model to guide organizations in AI adoption.
Supports customer support, sales, and marketing use cases.
Ensures compliance and trust with robust guardrails and integrations.
The IDC MarketScape recognition underscores Genesys Cloud’s ability to power trusted, outcome-driven experiences through advanced conversational AI. As businesses increasingly rely on AI agents for operations, Genesys delivers a platform that unifies agentic, conversational, generative, and predictive AI. Olivier Jouve, chief product officer at Genesys, stated, “We believe our consistent recognition in the IDC MarketScape reinforces how Genesys Cloud AI equips brands with the intelligence and guardrails to responsibly scale interactions and turn conversations into orchestrated journeys.”
Genesys Cloud offers a broad range of AI features, including AI agent building, Agent Copilot, self-service question answering, automated outreach, and predictive call routing. The IDC MarketScape noted, “Genesys provides a broad range of conversational AI and other AI-based features for customer support, workforce engagement, sales, and marketing.” This versatility makes Genesys a strong fit for AI-powered contact centers and diverse industry use cases.
The platform’s omnichannel capabilities stand out, providing real cross-channel visibility and insights. Customers praised Genesys for its ability to manage diverse customer data within a single platform, as well as its ease of integration and usability. These features enable organizations to deliver consistent, seamless experiences across multiple channels.
Many organizations struggle with scaling AI innovation due to limited AI maturity. Genesys addresses this with an AI maturity model, helping businesses identify suitable AI capabilities and advance their adoption. This structured approach ensures organizations can leverage AI effectively while maintaining compliance and trust. Hayley Sutherland, research manager at IDC, highlighted, “The Genesys Cloud platform brings these elements together in a way that can give organizations the consistency, speed and compliance they need to improve customer experiences.”
This marks Genesys’ fourth IDC MarketScape Leadership recognition in two years, including accolades in Front-Office Conversational AI (2024), General-Purpose Conversational AI (2023), and Conversational Intelligence and Analytics (2024). These achievements reflect Genesys’ rapid AI momentum and proven ability to guide organizations through AI-driven transformation.
Genesys Cloud’s recognition as a Leader in the IDC MarketScape 2025 reinforces its role as a trusted platform for AI-powered experience orchestration. By delivering scalable, compliant, and intelligent solutions, Genesys empowers organizations to build lasting value for customers and employees.
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.
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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