Critical Capabilities for Evaluating Contact Center Vendors

Recently, Genesys announced that Gartner® has named us a Leader in the 2021 Magic Quadrant™ for Contact Center as a Service¹, and we’re positioned highest in ability to execute. While the Magic Quadrant receives most of the publicity, it’s also important to learn about the informative companion report, “The Gartner 2021 Critical Capabilities for Contact Center as a Service.”²

The Gartner 2021 Critical Capabilities for Contact Center as a Service report evaluates 12 CCaaS providers across five use cases to help IT professionals easily compare product and service offerings against a set of critical differentiators identified by Gartner. In the report, Gartner provides a list of recommendations for application leaders responsible for customer service and support who are planning, selecting and deploying contact center applications.  

In this post, we’ll walk through three Gartner recommendations and share how partnering with Genesys can help you succeed.

Take the Guesswork Out of Contact Center Migration
Having the right guide makes it easier and more predictable to navigate your migration to the cloud. And that means there’s much lower risk and a faster time to business value. In the report, Gartner recommends buyers “reduce the impacts of transitioning off legacy contact center platforms by focusing on providers with referenceable transition frameworks, methodologies and commercial options for migrating to their CCaaS offerings.”

Over the past year, more than 900 companies worldwide have chosen to migrate to the Genesys Cloud™ platform over legacy on-premises and first-generation cloud technologies. Our prescriptive migration process is designed to empower you with best practices, in a repeatable way and with predictable success. This reduces risk, allows you to avoid wasteful costs and complexity, and accelerates your time to real business value. Companies like, a leading Italian car insurer, have chosen Genesys to guide their cloud migration to improve agility and accelerate digital plans.

Addressing the Unique Needs of Multiregional Organizations 
Organizations with global contact center operations have more complexity to consider when selecting a CCaaS provider. Factors to consider include local compliance regulations, data sovereignty, distributed agent populations, global telephony needs and more. To mitigate risk, it’s critical to choose a provider with the global reach and proven execution experience managing multiregional cloud migrations.

The Gartner report recommends enterprises “reduce multiregional service compliance and quality challenges by assessing service providers’ data center design and network architecture, and on standards compliance in relevant geographical regions.”

Genesys continues to invest in global expansion, security and compliance. We’re honored to be scored highest in both North America and Western Europe use cases in the report.

Genesys Cloud global availability now extends across 11 Amazon Web Services (AWS) Regions, servicing customers in more than 80 countries. This year, Genesys became the first global CX organization to provide in-country cloud deployment in India. No matter your industry or location, our third-party certifications and rigorous regulatory compliance mean you can trust customer and business data remain private. See how Westpac NZ, one of the largest banks in New Zealand, moved away from 39 siloed contact centers — broken down by region — to a single virtual contact center powered by Genesys Cloud.

The Future of Business Is Composable
In the report, Gartner advises application leaders to “lower the cost of ownership for new CCaaS investments by prioritizing solutions that offer native functionality and complementary partner offerings accessible through application marketplaces.”

Building contact center capabilities that are readily available is time consuming and expensive. And it doesn’t differentiate your business. A better approach is to invest in an all-in-one composable CX platform.

Genesys is at the forefront of the charge to deliver composable CX which enables businesses to create customer and employee experiences that lead to swift, sustainable differentiation in a way that delivers maximum resiliency and agility in the face of increasing change and uncertainty. Genesys Cloud offers an unmatched level of composability through the real-time assembly and orchestration of individual capabilities from the core product offerings, application marketplace, your greater CX ecosystem, and differentiating solutions that use open APIs and developer tools.

Simply stated, a composable CX platform lets you differentiate faster, adapt more easily and architect better. Check out how Company Nurse leverages a mix of native capabilities, open APIs and AppFoundry® Marketplace solutions to drive competitive differentiation.

Choosing the right CCaaS provider — one who will ensure you can best serve your customers —requires an incredible amount of due diligence. Tools like the Gartner Critical Capabilities report arm you with accurate and balanced information to aid in your search.

Download a complimentary copy of the “Critical Capabilities for Contact Center as a Service” and the 2021 Gartner Magic Quadrant for Contact Center as a Service report today.

¹Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Steve Blood, 9 August 2021. 

²Gartner, “Critical Capabilities for Contact Center as a Service” Steve Blood, Drew Kraus, Pri Rathnayake 9 August 2021. 

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.  

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys. 

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