Genesys, a global leader in Agentic Orchestration for Customer Experience (CX), is positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Software 2026 Vendor Assessment. This is the second time Genesys was named a Leader in this MarketScape, following its recognition in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment. Repeat recognition highlights strengths in platform breadth and unification and pace of innovation.
The IDC MarketScape: Worldwide Conversational Intelligence and Analytics Software 2026 Vendor Assessment marks the sixth IDC MarketScape where Genesys was named a Leader in three years' time.
This recognition comes as conversational intelligence assumes a broader role in enterprise AI. Looking ahead, the IDC MarketScape states, "IDC believes that conversational intelligence and analytics tools will provide a key foundation for agentic systems, and in fact, some vendors that formerly fit squarely into this evaluation's requirements are refocusing on providing AI agents instead."
The IDC MarketScape noted platform breadth, unification and pace of innovation as strengths of Genesys. The IDC MarketScape states, "This continues to be a strength as Genesys Cloud CX combines conversational analytics, customer journey analytics, AI agent assistance, and workforce engagement management in a single platform, backed by substantial R&D investment and a weekly continuous-deployment cadence. Customers report selecting Genesys specifically for this platform unification aspect."
"Enterprise AI has reached a paradox. The more AI organizations deploy, the harder it can become to deliver one seamless customer experience," said Mike Szilagyi, senior vice president and head of product at Genesys. "Genesys Cloud addresses that complexity by connecting AI, people, systems and data through Agentic Orchestration to drive better customer and business outcomes."
"Genesys continues to expand the role conversational intelligence can play across the customer experiences driven by its platform," said Hayley Sutherland, research manager, Conversational AI at IDC. "The Genesys Cloud platform's combination of conversational analytics, journey insights, AI assistance and workforce capabilities has the potential to give organizations a broader view of interactions and the opportunity to turn those insights into action."
About Genesys
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control.
