Worldwide Conversational AI Platforms for Front-Office Use Cases 2025-2026 Vendor Assessment

Genesys is named a Leader in the IDC MarketScape — and recognised for strengths in breadth of offering and omnichannel capabilities

Conversational Artificial intelligence (AI) solutions for customer experience, sales and marketing use cases have become essential for driving personalised, frictionless interactions at scale. These solutions can automate customer engagements; enable intelligent self-service and agent assistance; streamline complex workflows; and deliver personalised, context-aware experiences.

Driving long-term value with Conversational AI requires a solution that seamlessly integrates across channels, learns and improves with every interaction, and scales with your business needs. It also requires a vendor who can deliver innovation, trust and expertise.

The “IDC MarketScape: Worldwide Conversational AI Platforms for Front Office Use Cases 2025-2026 Vendor Assessment” evaluates vendors on their strategies and capabilities. Genesys was recognised for strengths in breadth of offering and omni-channel capabilities.

Get insights from the IDC MarketScape on:

Key trends shaping the future of front-office Conversational AI
How leading organisations are using AI to drive customer loyalty and revenue growth
Why Genesys is positioned as a leader

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