Effectively applying artificial intelligence (AI) is quickly becoming the defining factor in gaining — or losing — business. As expectations rise, organizations are under increasing pressure to generate fast, measurable returns from their AI investments. In a recent Genesys study, more than half of CX leaders said adopting AI is now essential to earning customer loyalty, driving financial performance and outpacing competitors over the next five years.  

With the right platform, AI can revolutionize how your business engages customers, simplifies operations and delivers more consistent, personalized experiences. As AI takes center stage in shaping both customer and employee journeys, aligning your strategy to platforms that enable rapid innovation is critical. 

The newly released 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and its companion 2025 Gartner® Critical Capabilities report offer valuable insights to help organizations evaluate technology partners and fine-tune their AI strategies. 

While the Magic Quadrant presents a wide-angle view of provider positioning based on their Ability to Execute and Completeness of Vision, the Critical Capabilities research dives deeper into which products or services are a best fit in various use cases. 

Genesys was named a Leader in the 2025 Magic Quadrant for the 11th year in a row. In the Critical Capabilities report, Genesys is amongst the two highest ranked vendors across all five use cases, including the highest scores in Global Contact Center (4.13/5), High-Volume Customer Call Center (3.99/5), and Customer Engagement Center (3.94/5).1 

We believe these recognitions reflect the strength of Genesys Cloud™, our AI-powered experience orchestration platform. With Genesys Cloud, organizations can unify channels, systems and data to deliver intelligent, scalable and human-centered customer experiences. These are made possible by the seamless integration of agentic, generative and predictive AI. 

Here’s how we believe the insights from this year’s Gartner research can support your own pursuit of a more focused and future-ready AI strategy. 

Look for AI Maturity and Enterprise Scale 

Choosing the right technology partner is more than a product decision; it’s a long-term strategy. Today, organizations need vendors that not only offer advanced AI capabilities but also understand how AI is transforming customer and employee experience on a global scale. 

“Leaders are best described as suppliers with strong support for a wide breadth of customer service capabilities, and an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.”1   

Genesys Cloud exemplifies these qualities. It’s built for the new era of AI-powered service, offering a robust foundation for both immediate transformation and long-term evolution. Whether you’re experimenting with virtual agents or designing fully agentic customer journeys, the platform provides a comprehensive set of capabilities — from journey analytics and AI assistants to predictive routing and native CRM integration. 

By connecting these tools through a unified orchestration layer, Genesys Cloud helps businesses deliver seamless, context-rich interactions at scale. Every step of the journey becomes more intelligent, more personalized and more adaptable to real-world needs. 

Map Critical Capabilities to Your CX Priorities

Every organization is at a different stage of AI adoption — and not every platform delivers equally across all use cases. That’s where we feel the Gartner Critical Capabilities report can help. 

This year, Genesys ranked either #1 or #2 across every evaluated use case, including: 

  • Global Contact Center (4.13/5), #1 position 
  • High-Volume Customer Call Center (3.99/5), #1 position 
  • Customer Engagement Center (3.94/5), #1 position 
  • Agile Contact Center (3.93/5), #2 position 
  • Digital Customer Service Center (3.79/5), #2 position 

For us, this positioning underscores the platform’s ability to support diverse CX strategies, from global scalability to deep enterprise integration.  

Genesys Cloud offers robust features like a rich AppFoundry® Marketplace, real-time journey orchestration and an expansive partner network. Together, these capabilities help organizations scale with confidence, localize experiences where needed and deploy AI across multiple regions and channels — without compromising performance or control. 

Choose a Platform Built for Change 

The contact center landscape is shifting fast. With the growing convergence of CCaaS and CRM platforms, and the rise of agentic and generative AI, future-ready platforms need to be more than flexible; they must be transformative. 

Gartner recommends that customer service leaders should “improve customer service and support outcomes while maintaining low operational risk by selecting CCaaS platforms with unified, natively developed suites that support AI-driven orchestration, real-time analytics, and seamless integration with core business systems. Prioritize solutions that enable consistent, personalized experiences across all customer touchpoints.”1 

With Genesys Cloud, organizations get a next-generation platform designed to keep pace with evolving customer demands and operational complexity. New capabilities include AI assistants for agents and supervisors, enhanced customer journey management and scalable orchestration tools — all grounded in real-time data and insight. 

Whether migrating from legacy systems or extending an existing cloud strategy, Genesys Cloud provides the foundation to modernize your service approach and future-proof your investment. 

How to Use the Magic Quadrant in Your Decision-Making 

The 2025 Gartner Magic Quadrant and Critical Capabilities reports serve as strategic resources for CX leaders exploring their next move. We recommend you use these reports to help you: 

  • Compare vendor strengths and cautions side by side 
  • Understand which platforms align with your AI and CX priorities 
  • Evaluate long-term fit based on use cases, not just features 
  • Choose a partner that can grow and evolve with your organization 

With more than a decade of being recognized as a Leader, Genesys continues to set the pace for innovation and customer impact in the CCaaS space. As organizations seek to unify technology ecosystems, deliver connected journeys, and empower employees with AI, we believe Genesys Cloud offers a proven and visionary path forward.

1Sources: 

Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025
 

Gartner, Critical Capabilities for Contact Center as a Service, Jason Bridge, Drew Kraus, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 10 September 2025 

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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. 

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