Genesys PureCloud is a leading contact center platform

That’s because it delivers:

  • The latest innovations and continuous deployment
  • An open platform for faster, simpler customization
  • Flexibility, scalability and security

So make it easier for you and your team — leverage the benefit of thousands of evaluation hours in these seven reports and consider Genesys Cloud.

Analysts weigh in

Genesys Cloud is a leader

Forrester's research uncovered a market in which Genesys is a Leader

Genesys received the highest scores possible in 17 criteria, including architecture and third-party ecosystem.

Genesys named a 2019 Leader in Contact Center as a Service North America, yet again.

Frost & Sullivan 2019

Genesys recognized as the 2019 Contact Center North American Company of the Year.

Genesys positioned as a leader in cloud-based contact center solutions – called out for broad technical capabilities and technology leadership.

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Real users weigh in

Genesys Cloud users are happy users

G2 Grid

Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Center Infrastructure Software.

TrustRadius TrustMap

Genesys platforms are the most researched and deliver high satisfaction

Find Out How Contact Centres achieve 571% ROI with Genesys PureCloud

A Total Economic Impact (TEI) study conducted by Forrester examined Genesys PureCloud from all angles — costs to deploy, benefits, return on investment. Here’s what they found

$2 million in costs avoided by skipping upfront hardware and software costs and expenses of scaling up

$255,000 saved with a 50% reduction in employee turnover due to better usability and visibility

$1 million saved each year due to a 25% boost in productivity from the PureCloud user interface  

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Find Out Westpac said about using Genesys PureCloud

Westpac moved away from their onpremise contact centre to PureCloud. Here is what they say

Westpac New Zealand has been helping New Zealanders find the right financial solutions to suit their lives since 1861. With more than 200 branches, nearly 500 ATMs, and more than 1.5 million customers, they are one of the nation’s largest banks.

Before moving to Genesys, the Westpac NZ contact center was a legacy on-premises platform that was prone to outages and very expensive to maintain. The contact center had limited functionality—with no callback, recording or ability to customize. Tied to legacy technology and unable to take advantage of innovations, ongoing technology failures were directly hindering the Westpac NZ customer experience vision. And it was damaging contact center staff morale.

After switching to the Genesys PureCloud platform, Westpac NZ  has improved customer experience and net promoter scores, increased call flow by 100% and moved away from 39 siloed contact centers—broken down by region—to a single virtual contact center.


  • Improved customer experience and NPS
  • Increased call flow by 100%
  • Moved from 39 siloed contact centers to a single virtual contact center
  • Reduced infrastructure costs
  • Reduced call transfers
  • Fast deployment of contact center solution


  • Eliminate aging, outdated and costly contact center software
  • Improve overall experience internally and externally

“We wanted to zig while the world was zagging, and the truth is not many banks are using true cloud hosted telephony platforms.”

Jason Lock, Head of Contact Centers, Westpac NZ

Building an ellite service organisation with Genesys PureCloud

The PureCloud cloud solution has changed the game for us. The constant development and update of features and functionality has enabled us to deliver to our customers.”

"We no longer wait for a technology drop every 2 years with a version release or server upgrade, We now switch things on and prepare to use them in a right way"

"This is a major shift for Contact Centres to consume technology"

Jason Lock, Head Contact Centre
Westpac New Zealand

"The constant development and updates of features and functions enable us to deliver to our customers"

"In our previous platform we spent a lot of time fixing issues rather than spending our time enhancing customer experiences"

Stephen Abercrombie, Operations Manager
Westpac New Zealand

"Westpac believes that providing our customers with differentiated service is the way to set Westpac apart from competitors"

"Customer Service is important and we design processes with customers at heart"

Paula Mullan, Senior Manager Contact Centre

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