Genesys Named Gartner® Magic Quadrant™ for Contact Center as a Service Leader

I’m incredibly honored to share two important industry recognitions that Genesys has received this week from Gartner.   

For the ninth consecutive year, Genesys has been named a Leader in the 2023 Gartner® Magic Quadrant™ for Contact Center as a Service. Genesys is positioned highest on the Ability to Execute axis.  

In addition, in the companion report from Gartner which is the 2023 Critical Capabilities for Contact Center as a Service, Genesys has the highest Use Case scores among all evaluated vendors for High-Volume Customer Call Center, Customer Engagement Center, and Global Contact Center. Genesys also received the second highest score for the Digital Customer Service Center and Agile Contact Center Use Cases. 

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We believe that our recognition as a Leader in the Gartner Magic Quadrant, and our evaluation in the Critical Capabilities report, showcase that our customers, partners and employees can trust that Genesys is fulfilling our vision of AI-powered experience orchestration. We’re delivering the expertise, technology and resources that enable truly incredible customer experiences and relationships. We believe this establishes Genesys as the foremost choice for a contact center platform. 

We believe that market demand for the Genesys Cloud™ platform has been accelerated by significant customer traction for Genesys AI and digital, offering new generative AI features released this year and comprehensive capabilities spanning conversation intelligence and automation, agent assistance, workforce engagement management, and journey analytics under the umbrella of AI-powered experience orchestration. These capabilities are being continuously adopted by Genesys customers. For example, the number of customers using Genesys digital and voicebots grew nearly 110% year-over-year. 

Genesys has seen consistent growth over the past several years. As reported in our FY23 earnings, Genesys surpassed $2 billion total revenue; and the Genesys Cloud platform continued to gain market share, with revenue increasing approximately 50% year-over-year to greater than $800 million. More recently, as of June 2023, Genesys Cloud surpassed $1 billion in annual recurring revenue (ARR), with more than 4,800 customers in 105 countries on our platform.  

Genesys is enormously proud of its recognition in the 2023 Gartner Magic Quadrant for CCaaS and the Critical Capabilities report, and we appreciate the trust and shared vision that we have with our customers and partners. 

Gartner Disclaimer 

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

Source: Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7 August 2023 

Source: Gartner Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, Pankil Sheth, Pri Rathnayake, 7 August 2023 

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. 

Genesys was recognized as ‘Interactive Intelligence’ in the 2016 and 2015 reports ‘Magic Quadrant for Contact Center as a Service, North America’. Genesys acquired Interactive Intelligence in 2016. 

The report ‘Magic Quadrant for Contact Center as a Service, North America’ was named as ‘Magic Quadrant for Contact Center as a Service’ in 2020.