Delivering on Our Vision: Genesys Recognized as a Gartner Magic Quadrant for CCaaS Leader

Recent global events have dramatically changed the customer experience (CX) landscape. As a result, customer experience is now a top business transformation priority. From rapidly enabling remote work, to providing empathetic customer experiences at scale during times of record demand, companies have had to be more flexible and seek out more innovative solutions than ever. Many have looked to Genesys for support in delivering high-quality customer interactions without interruption. 

Over the past year, more than 800 companies have chosen to migrate to the Genesys Cloud CX™ platform over legacy on-premises and first-generation cloud technologies, scale their deployments, or renew their commitments. They’ve chosen us for the value we provide and our ability to help them adapt to an ever-changing competitive environment. They’ve partnered with us for the capability to deliver Experience as a Service.  

They’ve grown with us — and we’ve grown with them. In growing together, we’ve gained deep insights into their needs. Fulfilling those needs has necessitated global expansion, with Genesys becoming the first global CX organization to provide in-country cloud deployment in India. We’re committed to meeting our customers wherever they are on their cloud journey — and wherever they are in the world.  

We’re also committed to continuous innovation and growth. In the past year alone, Genesys Cloud CX has rolled out 267 new features. We’ve seen a 138% increase in users year over year. We’ve accelerated the pace of migrations, bringing some businesses from contract to implementation in just 90 days.  

We’ve continued to make investments in key capabilities, going big on artificial intelligence (AI), digital and workforce engagement management. We’re enabling our customers to meet their customers in their preferred channels and anticipate their needs by providing the next-best action. And we’ve done it all with greater platform reliability than ever before.  

We believe our ability to innovate at lightning speed and implement new features at scale is why Genesys has been named a Leader in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service and was positioned highest in ability to execute. Our forward strides in this category reflect our continued maturity. We support some of the largest companies in the world in solving CX complexities with our platform, customer success and services practices, and our expanding ecosystem. 

We continue to bring our vision to life — advancing our technologies and broadening our reach — while anticipating and responding to whatever comes next. Our strongest attributes give global organizations the ability to create sustainable differentiated experiences and unify customer journeys in an economical way. 

Genesys is at the forefront of the charge to deliver composable CX that gives businesses the agility to orchestrate the end-to-end customer experiences of the future. We have the foresight to help companies prepare for tomorrow, and the intelligence to identify and develop the solutions they’ll need before they need them. We’re continuously seeking their feedback to fine tune one of the industry’s most powerful sets of voice, digital, AI, analytics and workforce engagement management capabilities. And we’re delivering it with open APIs, in a strong ecosystem that offers the flexibility they need to get through this challenge… and the next.  

We can’t do any of this without our customers. We’re grateful to businesses around the globe for bringing us their biggest CX challenges and trusting us to help solve them. Last year, we proved we have the vision to imagine a bold new future for customer experience. This year, we’ve proven that, in collaboration with our customers and partners, we have the flexibility, innovation and global strength to bring that vision to life. That’s how we experience success. Together.   

Download a complimentary copy of the 2021 Gartner Magic Quadrant for Contact Center as a Service report. 

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

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. 

  

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