In a clear affirmation of its sustained leadership in artificial intelligence, Genesys has once again been designated as a Leader in a major industry assessment, this time in the prestigious 2025 IDC MarketScape for Worldwide General-Purpose Conversational AI. This accolade marks the fourth time in just two years that the company has achieved a Leader position in an IDC MarketScape report, underscoring the consistent strength of its Genesys Cloud™ platform in guiding organizations through the complexities of AI adoption.
The company, a global leader in AI-powered experience orchestration, views this continued recognition as a testament to its platform’s ability to help businesses advance their AI maturity and manage the full spectrum of customer and employee interactions. As AI becomes more central to business operations, the quality of these conversations is paramount.
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“Conversational AI is the entry point for a new generation of intelligent experiences. As more autonomous and collaborative AI agents become central to business operations, conversations are where trust is established, insights are gathered and outcomes are shaped,” said Olivier Jouve, chief product officer at Genesys. “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 that help deliver lasting value for customers and employees.”
The IDC MarketScape report specifically recommended businesses to “Consider Genesys when you are looking for a cloud-based enterprise conversational AI platform that works across the customer and employee experience to provide features such as AI agent building, Agent Copilot, self-service question answering, automated outreach, and predictive call routing. Genesys’ broad set of capabilities can make it a good choice for AI-powered contact centers in a variety of industries, as well as for other use cases such as sales and marketing.”
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A key challenge for many businesses today is overcoming a lack of AI maturity, which can limit their ability to innovate and scale effectively. The report highlights how Genesys Cloud helps bridge this divide by unifying native agentic, conversational, generative, and predictive AI capabilities within a single, cohesive platform. The IDC MarketScape specifically pointed to the platform’s breadth of offerings, noting that Genesys provides a comprehensive range of AI features for support, sales, and marketing, complemented by an AI maturity model that guides customers on their adoption journey.
Furthermore, the report praised the platform’s sophisticated omni-channel capabilities. Customers reported that the system goes beyond simply supporting multiple channels to provide genuine cross-channel visibility and insights, allowing them to manage a wide array of customer data in one centralized location.
“Agentic orchestration relies on a proven conversational foundation with the right guardrails and enterprise integrations to translate intent into safe, trustworthy actions,” said Hayley Sutherland, research manager, conversational AI, at IDC. “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 and advance AI innovation with confidence.”
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