{"id":650216,"date":"2026-10-22T08:15:26","date_gmt":"2026-10-22T15:15:26","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running"},"modified":"2026-10-26T01:41:40","modified_gmt":"2026-10-26T08:41:40","slug":"genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/de-de\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","title":{"rendered":"Genesys als F\u00fchrungskraft im Gartner\u00ae Magic Quadrant\u2122 f\u00fcr CCaaS 2026 ausgezeichnet\u00a0\u2013 zum 12.\u00a0Mal in Folge"},"content":{"rendered":"

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Plus: Wie Genesys <\/span>bei f\u00fcnf wichtigen CX-Anwendungsf\u00e4llen abschneidet<\/span><\/span>\u00a0<\/span><\/h3>\n

Das zw\u00f6lfte Jahr in Folge hat Gartner Genesys im Magic Quadrant f\u00fcr Contact Center as a Service (CCaaS) als eine F\u00fchrungskraft ausgezeichnet. Hier erfahren Sie, was sich dieses Jahr auf dem Markt ver\u00e4ndert hat\u00a0\u2013 und warum Genesys wieder an erster Stelle dabei ist.<\/span>\u00a0<\/span><\/p>\n

Wenn wir auf das Jahr\u00a02018 zur\u00fcckblicken, als Genesys zum ersten Mal als F\u00fchrungskraft anerkannt wurde, sah die Contact\u00a0Center-Landschaft noch ganz anders aus\u00a0\u2013 der Schwerpunkt lag damals auf Omnichannel und der Cloud-Migration. Danach folgten Digital-first-Interaktionen und einfache Automatisierungen. KI feierte seinen Einstand zun\u00e4chst mit Prognosen und optimiertem Routing. Und schlie\u00dflich betrat dialogorientierte KI mit dem Ziel die B\u00fchne, automatisierte Interaktionen menschlicher zu gestalten. Die Experience\u00a0Economy hat sich in den vergangenen zw\u00f6lf Jahren kontinuierlich weiterentwickelt. Und ebenso die Technologie, die hinter ihr steckt. <\/span>\u00a0<\/span><\/p>\n

Hier und jetzt, in der Gegenwart, macht diese Entwicklung gerade einen riesigen Sprung nach vorn. Agentische\u00a0KI hat ein neues Modell f\u00fcr die Experience\u00a0Economy eingel\u00e4utet, bei dem autonome KI-Agenten die gesamte Customer\u00a0Journey orchestrieren\u00a0\u2013 vom Erstkontakt bis zur Probleml\u00f6sung. Sie k\u00fcmmern sich direkt um Kunden, unterst\u00fctzen CX-Personal in Echtzeit, leiten Workflows ein und f\u00fchren sie zum Abschluss und erfassen neue Daten, die dem Unternehmen zugutekommen.<\/span>\u00a0<\/span><\/p>\n

Im Verlauf der letzten zw\u00f6lf Jahre wurde Genesys mit jeder neuen Innovationswelle immer wieder als F\u00fchrungskraft anerkannt. Daran hat sich nichts ge\u00e4ndert.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=““]<\/p>\n

Where Genesys is recognized <\/span>this year <\/span>\u2013 and why<\/span><\/span>\u00a0<\/span><\/h3>\n

This year, Gartner evaluated ten vendors for the Magic Quadrant. Genesys was named a Leader and is positioned highest in Ability to Execute.<\/span>\u00a0<\/span><\/p>\n

Alongside the Magic Quadrant, Gartner also published the companion 2026 Critical Capabilities for Contact Center as a Service (CCaaS) report, which evaluates CCaaS platforms against five Use Cases. Only Genesys ranked as one of the two highest-scoring vendors across all five Use Cases this year. It also received the highest score in two: Global Contact Center and Customer Engagement Center.<\/p>\n

We believe that when read together, these reports send a clear message \u2013 Genesys is a long-term strategic bet.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=““]<\/p>\n

Looking beyond the current state of the market<\/span><\/span>\u00a0<\/span><\/h3>\n

Each year, these two reports from Gartner offer crucial analysis of the current state of the market for CCaaS. This year, they do more. With the changes to how Gartner is evaluating CCaaS providers, they\u2019re pointing to where the market is headed next. <\/span><\/p>\n

Gartner notes that the CCaaS market is entering a new phase of maturity, with more than half of all agent licenses expected to be cloud-based by the end of 2026. At the same time, buyers face a more complicated path to value: generative and agentic AI deployments have surged, but many organizations report poor experiences and unclear ROI. Meanwhile, data and cloud sovereignty concerns, along with a broadening field of vendors with varied AI roadmaps and levels of implementation support, are reshaping solution evaluation criteria and extending vendor selection cycles.<\/p>\n

The trend that Gartner is pointing to becomes even clearer when you consider the Magic Quadrant and Critical Capabilities reports alongside the related Gartner research on CRM customer engagement and conversational AI platforms over the past year. There\u2019s a consistent pattern across the reports. The big shift is that AI is no longer scored as part of the feature set. It\u2019s now the lens through which the platforms are evaluated.<\/p>\n

But <\/span>that\u2019s<\/span> only<\/span> the <\/span>beginning of what <\/span>we<\/span> believe <\/span>Gartner is pointing at. <\/span>Here are the <\/span>experience<\/span> economy <\/span>trends <\/span>we<\/span> see reflected in <\/span>the <\/span>Gartner<\/span>\u00a0<\/span> shifting<\/span> approach to evaluating <\/span>CCaaS<\/span> platforms.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=““]<\/p>\n

Agentische KI ist <\/span>mittlerweile <\/span> eine<\/span> Grundvoraussetzung<\/span><\/span>\u00a0<\/span><\/h3>\n

Noch vor einem Jahr <\/span>war die Tatsache, ob ein Anbieter <\/span>agentische <\/span>KI<\/span> in seine <\/span>Plattform<\/span> integriert hat\u00a0\u2013 und zwar nicht nur als blo\u00dfe Zusatzfunktion\u00a0\u2013, <\/span>ein entscheidendes<\/span> Differenzierungsmerkmal<\/span>. <\/span>Heutzutage <\/span>ist agentische KI, die <\/span>wahrnehmen, <\/span>schlussfolgern<\/span><\/span>, <\/span>handeln <\/span>und <\/span>optimieren<\/span> kann, eine <\/span>Grundvoraussetzung<\/span> f\u00fcr jede Plattform, <\/span>die in dieser Kategorie ernst genommen werden m\u00f6chte.<\/span> Um sich vom Rest abzuheben, muss KI auf allen <\/span>Plattformebenen eingebunden <\/span>sein <\/span>und <\/span>Daten erschlie\u00dfen, Systeme und Menschen vernetzen <\/span>und die Workflow-Automatisierung \u00fcber die <\/span>gesamte <\/span>Customer\u00a0<\/span>Journey hinweg voranbringen.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=““]<\/p>\n

Orchestrierung und Workflow-Automatisierung als neue <\/span>Differenzierungsmerkmale<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

Da Anbieter agentische\u00a0KI in immer gr\u00f6\u00dferem Umfang in ihre Plattformen integrieren, <\/span>hat sich die Messlatte f\u00fcr die Differenzierung verschoben: <\/span>Sie<\/span> liegt <\/span>deutlich<\/span> h\u00f6her. <\/span>Dabei <\/span>spielt<\/span> es keine Rolle, wie viele KI-Funktionen<\/span> <\/span>eine Plattform vorweisen kann, wenn sie nach wie vor <\/span>als isolierte<\/span> Einzell\u00f6sungen agieren. <\/span>Bei den<\/span> Plattformen, die heute das Rennen machen<\/span>, <\/span>greifen native <\/span>KI-Funktionen <\/span>ineinander, um <\/span>Customer\u00a0Experiences und Mitarbeitererlebnisse zu orchestrieren <\/span><\/span>und Echtzeitanalysen \u00fcber verschiedene <\/span>zentrale Unternehmenssysteme hinweg zu generieren.<\/span> Das<\/span> ist<\/span> mehr als blo\u00df eine erweiterte<\/span> Liste von KI-<\/span>Funktionen. <\/span>Es ist<\/span> die Grundlage f\u00fcr ein neues Betriebsmodell in <\/span>der <\/span>Experience<\/span>\u00a0Economy<\/span>. <\/span>K\u00fcnftig<\/span> wird solchen Plattformen Erfolg beschert sein, die <\/span>Personen, KI<\/span>, Daten und weitere Tools in einem einzigen, nahtlosen \u00d6kosystem <\/span>f\u00fcr eine ganzheitliche Customer\u00a0Experience <\/span>vereinen.<\/span><\/span>[\/vc_column_text][vc_column_text css=““]<\/p>\n

Intelligence integration is<\/span> no longer optional<\/span><\/span>\u00a0<\/span><\/span><\/span><\/h3>\n

The more orchestration and workflow automation define how the experience economy operates, the more everything depends on the intelligence behind them. And that intelligence depends on data that\u2019s connected and analyzed in real time.<\/span>\u00a0<\/span><\/p>\n

But i<\/span>n most <\/span>customer<\/span> experience operations, data <\/span>is a lot like <\/span>the<\/span> precious metals that sit in isolated pockets underground. <\/span>So much of it is scattered across systems, unmined and unused.<\/span> Connecting those<\/span> data <\/span>sy<\/span>stems and repositories<\/span> in a meaningful way has always been difficult. Agentic AI <\/span>ecosystems are<\/span> rapidly changing <\/span>that reality. <\/span>They\u2019re<\/span> integrating<\/span> the customer experience <\/span>operation with the broader data and BI fabric of the enterprise<\/span>. <\/span>That<\/span> creates <\/span>a multi-directional flow of intelligence<\/span>,<\/span> fueling better orchestration and surfacing new <\/span>insight<\/span> for the business<\/span>.<\/span> This is <\/span>why <\/span><\/span>Contextual Intelligence<\/span><\/span><\/a> matters<\/span>.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=““]<\/p>\n

A new operating model for the exp<\/span>erience economy<\/span><\/span>\u00a0<\/span><\/h3>\n

We <\/span>believe<\/span> when taken <\/span>together, these trends <\/span>that <\/span>we<\/span> see<\/span> reflected in the Gartner reports <\/span>point to a new operating model for <\/span>the experience economy<\/span>.<\/span> This new model <\/span>doesn\u2019t<\/span> just <\/span>incorporate more AI capabilities. It<\/span> actively orchestrates better <\/span>end-to-end journeys for<\/span> customers and employees. At the same time, it generates new intelligence and better business outcomes for the enterprise. <\/span>In this model, an agentic orchestration platform is no<\/span>t merely<\/span> infrastructure<\/span> and<\/span> a toolset<\/span>. <\/span>It\u2019s<\/span> an active partner in your <\/span>customer experience <\/span>operation<\/span>.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=““]<\/p>\n

Not just <\/span>talk<\/span>. Infrastructure for the agentic era.<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

For 12 consecutive years, Genesys has been recognized as a Leader. Across those 12 years, the experience economy has transformed \u2014 and so has the technology powering it. Through every shift, Genesys has continued to evolve, invest and innovate.<\/p>\n

But this year feels different.<\/p>\n

Genesys has been talking about orchestration for a number of years \u2014 not as a trend to follow, but as a fundamental shift in how experiences should work. We\u2019ve also been building the infrastructure that makes agentic orchestration a reality. This year, that new reality is reflected in the Gartner reports. For us, that confirms that we\u2019ve been building in the right direction all along \u2014 skating to where the puck is headed, not where it is. And now that the experience economy is ready for a new operating model<\/a>, we\u2019ve got the platform to power it.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=““]<\/p>\n

Gartner, \u201eMagic Quadrant for Contact Center as a Service\u201c, 19. Oktober 2026, Drew Kraus u.\u00a0a.<\/p>\n

Gartner unterst\u00fctzt keine der in seinen Forschungspublikationen dargestellten Anbieter, Produkte oder Serviceleistungen und empfiehlt Technologieanwendern nicht, sich auf die Anbieter mit den h\u00f6chsten Bewertungen oder sonstigen Auszeichnungen zu beschr\u00e4nken. Die Ver\u00f6ffentlichungen von Gartner geben die Meinung der Research\u2011 und Analystenorganisation von Gartner wieder und sollten nicht als Tatsachenbehauptungen ausgelegt werden. Gartner schlie\u00dft jegliche ausdr\u00fcckliche oder stillschweigende Haftung in Bezug auf diese Ver\u00f6ffentlichung sowie jegliche Garantie der Marktg\u00e4ngigkeit oder Eignung f\u00fcr einen bestimmten Zweck aus.<\/p>\n

Gartner und Magic Quadrant sind Marken von Gartner, Inc. und\/oder deren verbundenen Unternehmen<\/p>\n

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