Genesys Recognized as a Leader in the 2026 IDC MarketScape for Worldwide Conversational Intelligence and Analytics
Repeat recognition highlights strengths in platform breadth and unification and pace of innovation
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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 Assessment1. 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 Assessment2.
The IDC MarketScape: Worldwide Conversational Intelligence and Analytics Software 2026 Vendor Assessment1 marks the sixth IDC MarketScape where Genesys was named a Leader3,4,5,6 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. We believe our continued recognition as a Leader by IDC MarketScape reflects the strength of that approach.”
The IDC MarketScape said organizations should “consider Genesys when platform unification and vendor consolidation are a priority, especially for conversational analytics related to AI-powered customer support or other front-office use cases, such as sales or marketing. Genesys is a strong fit for organizations that value a fast, weekly release cadence and are willing to engage proactively with a team that will provide in-depth partnership and support.”
“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.”
To learn more, download the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Software 2026 Vendor Assessment excerpt.
About IDC MarketScape
IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology uses a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.
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. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
© 2026 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Genesys Cloud CX are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
3IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment, Doc #US52972625, September 2025
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