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SAN FRANCISCO, Oct. 22, 2026 – Genesys®, a global leader in agentic orchestration for customer experience (CX), today announced its position as a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS)1, with the company positioned highest on the Ability to Execute axis. This marks the 12th consecutive year Genesys has been recognized as a Magic Quadrant Leader.
In the accompanying Gartner Critical Capabilities for Contact Center as a Service2 report, Genesys was the only vendor to be ranked first or second across all Use Cases. Genesys ranked highest for Customer Engagement Center and Global Contact Center Use Cases and received the second-highest scores for the remaining three Use Cases: High-Volume Customer Call Center, Digital Contact Center and Agile Contact Center.
“Over the past 12 years, customer experience has moved through cloud, digital and successive waves of AI. Genesys has helped enterprises turn every new innovation into meaningful outcomes for customers and the business,” said Mike Szilagyi, senior vice president and head of product at Genesys. “We believe our continued recognition as a Gartner Magic Quadrant Leader speaks to our capabilities. As autonomous AI proliferates, the Genesys CloudTM platform is delivering agentic orchestration at enterprise scale and enabling AI agents to automate more work end to end to lower cost to serve, reduce customer effort and strengthen loyalty.”
The Genesys Cloud platform manages over 33 billion customer interactions annually and is trusted by more than 7,500 organizations worldwide. The company believes its continued recognition by Gartner reflects the strength of the Genesys Cloud platform in helping enterprises move beyond stand-alone AI and deterministic workflows toward agentic orchestration—a new operating model for CX that coordinates AI, people and systems in real time from customer intent to outcome. The Genesys Cloud platform enables this model by connecting the context, business goals, policies and enterprise capabilities needed to act with governance embedded throughout.
According to Gartner, “Leaders are suppliers that offer a broad range of customer service capabilities and can support multinational organizations through 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 driven by customer demand. Leaders support varying levels of deployment complexity, including integrations with partners through established marketplaces.”1
Gartner Disclaimer
1Gartner®, “Magic Quadrant™ for Contact Center as a Service”, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, 19 October 2026
2Gartner®, “Critical Capabilities for Contact Center as a Service”, Jason Bridge, Pri Rathnayake, Megan Fernandez, Drew Kraus, 20 October 2026
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About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
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Media Contacts:
Marielle Sedin
Zeno Group
genesys@zenogroup.com