SAN ANTONIO, TX. – February 18, 2025 – Frost & Sullivan recently researched the contact-center-as-a-service (CCaaS) industry and, based on its findings, recognizes Genesys®, a global cloud leader in AI-Powered Experience Orchestration with the 2024 Brazilian Company of the Year Award. Genesys is dedicated to helping businesses improve consumer loyalty through Genesys Cloud™, enabling organizations to deliver seamless, end-to-end experiences to customers and employees. Through its embedded AI capabilities for personalization, automation, prediction and optimization and the scalability and security of its platform, Genesys empowers organizations in over 100 countries to drive better engagement, streamline operations, and enhance customer satisfaction across various industries. This international footprint and its local expertise allow the company to offer tailored solutions that meet specific regional needs.
Genesys Cloud is a leading AI-Powered Experience Orchestration platform that significantly enhances customer and employee engagement across voice and digital channels. Built on Amazon Web Services (AWS), Genesys Cloud provides high availability, fault tolerance, and scalability for over 6,000 organizations around the world. Navigating the LATAM market’s unique challenges, Genesys adeptly manages the complexities of voice interactions in the cloud, which are compounded by the region’s diverse infrastructure. Genesys leads in digital integration, enabling seamless transitions between voice and digital channels such as chatbots, WhatsApp, email, and in-app interactions, capitalizing on the region’s strong mobile-first investments.
Genesys delivers AI-based innovations to nearly 40% of its customers worldwide, with rapid growth in LATAM. This level of customer adoption is challenging for LATAM competitors to match, identifying Genesys as a top performer in the space. With its blended AI capabilities, which combine automation and AI with human interaction, Genesys enables seamless CX across multiple channels.
Sebastian Menutti, industry director of customer experience at Frost & Sullivan, observed, “Unlike many CCaaS providers that confine their focus to the contact center alone, Genesys coordinates experiences within and outside the contact center, encompassing the customer journey before and after engaging with a brand.”
Genesys leverages transformative technologies such as AI, automation and omnichannel engagement to redefine CX, positioning itself as a leader in AI-powered solutions. The company’s holistic approach to CX management sets it apart as a comprehensive solution for businesses aiming to lead in the evolving CX landscape. Targeting diverse sectors, the company counts 13 of LATAM’s top 15 banks among its customers, with over 150,000 seats supported across the region with its CCaaS platform. With over one billion interactions managed monthly in 2024, Genesys showcases the robust scalability and capacity of its solutions.
“The scalability of Genesys solutions and the company’s commitment to delivering innovative customer experience technologies, such as AI-powered platforms and real-time decision-making tools, differentiate it in a market where adaptability and rapid feature delivery are paramount. Through this multi-layered approach, the company addresses the regional nuances of the Brazilian market, setting itself apart from competitors as the leading CCaaS provider in the country,” added Samantha Fisher, best practices research analyst at Frost & Sullivan. With its strong overall performance, Genesys earns Frost & Sullivan’s 2024 Brazil Company of the Year Award in the CCaaS industry.
About Genesys
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
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