Genesys Positioned Furthest for Completeness of Vision in the Gartner 2020 Leaders Quadrant for CCaaS

One theme has permeated throughout my 30 years leading technology teams: a business’ vision is one of the most critical elements to its strategy. Futurist Joel A. Barker once said, “Vision without action is merely a dream. Action without vision is just passing time. Vision with action can change the world.”

Consider this against the landscape of the cloud contact center market today. There’s a growing number of vendors, and at the outset, they may look a lot alike. But, for companies that differentiate with customer experience, certain attributes rise to the top. For example, it’s critical to find a partner with the right solutions, the foresight to know where the market is heading, and innovations ready when you need them.

We believe these are the precise reasons Genesys has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service and was placed furthest for our vision, skyrocketing ahead for our Completeness of Vision.

In our opinion, with the Genesys Cloud™ platform we have the roadmap built for the future and proven ability to execute. According to Barker, these are the ingredients to propel change, and Genesys is on course to do just that.

Empathy: The Propellant for Change

Today’s businesses are managing the new digital workplace alongside consumers’ desire for on-demand service equal to that provided by Amazon, Netflix, and Uber – companies revered for giving customers exactly what they want, when they want it. However, the next battleground to win customer loyalty is delivering service so exclusive and personalized that consumers feel uniquely heard and understood. Businesses will increasingly need an empathy-first approach to customer experience to get ahead.

Unfortunately, the reality is many companies’ contact center systems simply aren’t up to the task. It takes a true global cloud solution built with robust, ready-to-go functionality. Platform-level flexibility. A strong network of partners. Continuous innovation. The answer is Genesys Cloud. We are filling a major gap left by other cloud vendors by giving our customers the technologies, ecosystem, and scale to put empathy at the center of every customer experience.

This is the cornerstone of our vision of Experience as a ServiceSM. It’s the reason the Genesys trophy shelf is filling up fast with recognition from firms including Gartner, Forrester, Frost & Sullivan, and OMDIA. It’s also why businesses, like Uber, BBVA, Business Services Division of Coca-Cola Bottlers’ Sales and Services, Electrolux, AXA Belgium, Siemens Healthineers, Western Governors University, Ethiopian Airlines, and Rochester Health are choosing the platform. Ranked among the fastest-growing SaaS platforms[1], Genesys Cloud has seen a 40% uptick in customer adoption in the first half of 2020 and a 100% increase in users in a year, in spite of a volatile business climate.

Genesys is leading the industry because we possess a unique market understanding and the innate ability to deliver the solutions and support that customers need most today while continually anticipating what they’ll need next. Our strengths give organizations the foundation to emerge as experience leaders:

  • Geographic scale: With an expansive presence in more than 70 countries and now with nine Amazon Web Services (AWS) regions, Genesys Cloud is the industry’s most widely available SaaS solution and is ready to support businesses’ global needs at scale. Our strong partner network ensures our customers have the right support in place to execute on their cloud strategies, no matter where their contact centers are located.
  • Technology innovation: Now more than ever, companies need differentiation from their contact center technology. To that end, with an R&D investment more than our top three contact center competitors, we’re pushing boundaries. AI applications like Genesys Predictive Engagement, Genesys Predictive Routing, Genesys Workforce Engagement Management, and our digital offerings are just a few examples of the innovations that will accelerate advancements in the contact centers of the future.
  • Strong ecosystem: To deliver higher levels of personalization at the velocity now required by consumers, businesses need to leverage historic, behavioral and third-party data. By collaborating with partners such as Adobe, AWS, Google Cloud, Microsoft, and Zoom Video Communications, we’re giving businesses an unprecedented view of the customer journey, which Genesys orchestrates to produce profoundly better experiences. In addition, our growing AppFoundry Marketplace is enabling Genesys Cloud customers to extend the platform to meet their unique needs and solve business problems at a breakneck pace.

Ushering In the New Era of Customer Experience

While Genesys makes giants strides forward – others are losing traction. The fact is we are the company with the strongest vision and a proven ability to execute. Through Experience as a Service, we’re turning customer experience on its head by making every moment between consumers and businesses radically intelligent and personal.

Get a complimentary copy of the 2020 Gartner Magic Quadrant for Contact Center as a Service report. 


Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020.

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.


[1] Source: Based on publicly available financials from SEC filings (with exception of Genesys Cloud)

(1)Twilio: Revenue from FYE Dec 2013 to FYE Dec 2016

(2)Marketo: Revenue from FYE Dec 2010 to FYE Dec 2013

(3)Zendesk: Revenue from FYE Dec 2011 to FYE Dec 2014

(4)Shopify: Revenue from FYE Dec 2012 to FYE Dec 2015

(5)ServiceNow: Revenue from FYE Jun 2009 to TTM Jun 2012

(6)Workday: Revenue from FYE Dec 2009 to FYE Jan 2013 (49 months)

(7)Genesys Cloud: Revenue from FYE Dec 2017 to FYE Jan 2021 (forecast; 49 months)