Genesys Cloud Scores Higher in Gartner 2020 Critical Capabilities for CCaaS Than in 2019 Report

Genesys Cloud continues to disrupt the contact centre industry by delivering innovation to companies of all sizes, everywhere, from its future-proof platform.

We believe that’s why Genesys is recognised as a Leader in the new November 2020 Gartner Magic Quadrant for Contact Centre as a Service1. With the furthest positioning on the completeness of vision axis, and what we believe to be unmatched execution momentum, Genesys feels this provides further validation that contact centres — all over the world — are increasingly turning to the Genesys CloudTM platform as they navigate their way forward to address changing customer needs and work environments.

Check out the Gartner November 2020 Critical Capabilities for CCaaS2 report to see if Genesys Cloud supports the use cases and critical capabilities most important to your organisation. In the report, Gartner recommends its clients, “Focus on CCaaS solutions that leverage native functionality, or are accessed through provider marketplaces that span all four functionality pillars of great customer service — getting connected, process orchestration, knowledge and insight, and resource management”.

We agree. Customers tell us they want a CCaaS platform that addresses all four pillars in a way that helps them:

  • Stay fresh and innovative with continuous deployment
  • Deliver customer experience differentiation faster, with a comprehensive all-in-one solution on top of a platform that lets them build what they want, while bringing a wide range of customer experience technology to the mix
  • Operate in a secure, reliable and scalable environment
  • Go anywhere in the world by tapping into a global media fabric

We feel the ability of Genesys Cloud to uniquely meet these requirements is consistent with it receiving high scores in the Gartner November 2020 Critical Capabilities for CCaaS report. Genesys Cloud received higher scores for six of 12 critical capabilities evaluated (the other six remained the same) in comparison to the 2019 scores.

Customer Engagement Centre Use Case – Genesys Cloud Score Up from 2019

In terms of staying fresh and innovative, we believe the Customer Engagement Centre use case is becoming increasingly important to address rapidly changing customers and work environments. Customers rely more on digital channels; maintaining context across channels is a must. So is keeping agents engaged and optimised across channels.

We’re pleased to see the Genesys Cloud Customer Engagement Centre use case score higher from last year — and that Genesys scored third highest in this use case in 2020, with a 3.62 out of 5.

Gartner evaluates vendors across certain critical capabilities for each use case. Per our understanding from the report, the three highest weighted critical capabilities for the Customer Engagement Centre use case are Multichannel Contact Management, Workforce Engagement Management and Application Marketplace Integration.

Multichannel Contact Management

We believe the above-mentioned recognition reflects our commitment to help customers execute digital transformation through the continuous delivery of innovation across digital (and voice) channels — inbound and outbound, self-service and agent-assisted. And through enabling deep, open integration with their greater customer experience ecosystem. Digital and artificial intelligence (AI) are two top areas of focus for Genesys from an innovation standpoint.

Workforce Engagement Management

Workforce engagement management (WEM) is another major focus of innovation at Genesys. We believe the rapid, significant progress made over the past year is reflected as well. This includes advancements in transcription and sentiment analysis. And innovation is only going to accelerate, especially in the areas of employee and resource management.

Application Marketplace Integration

The Genesys AppFoundry makes it possible for Genesys Cloud customers to tap into the greater customer experience ecosystem — quickly and easily — by offering a marketplace with a wide range of pre-built apps and other helpful resources. These are developed by customers, partners and Genesys development staff. We feel the extent of our AppFoundry Marketplace, and how customers use it, led to our recognition in this area, too.

A Powerful Platform and Partner You Can Trust — Anywhere

In addition to robust all-in-one CCaaS solution, continuous innovation, a platform to build on and the ability to tap into a vast customer experience ecosystem, the native Genesys Cloud architecture offers a level of trust — security, reliability and global scale — today’s always-on customer engagement centres simply must have. We believe the recognition in this report clearly reflects this.

Gratitude and Continuous Improvement

We’re extremely grateful for this further recognition from Gartner. However, we don’t take anything for granted. We’ll continue to accelerate innovation and progress on behalf of our customers as we pursue our Experience as a ServiceSM vision, so that your customers feel remembered, heard and understood. If Genesys Cloud supports the use cases and critical capabilities most important to your contact centre, request a demo with our team to see the product in action.

Check out the Gartner November 2020 Critical Capabilities for CCaaS2 report.


  1. Gartner Magic Quadrant for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020.
  2. Gartner, “Critical Capabilities for Contact Centre as a Service” by Drew Kraus, Steve Blood, Pri Rathnayake, 10th 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 organisation 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.

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.