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RESEARCH REPORT

2019 Gartner MQ for Contact Center as a Service, North America

Gartner names Genesys as a Leader in Contact Center as a Service, North America, yet again

According to Gartner, “Contact centre as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centres in North America, replacing traditional on-premises contact centre infrastructure.” The 2019 Gartner Magic Quadrant for CCaaS evaluates nine vendors on their ability to execute and completeness of vision — helping you make the right choice.

Read the report and we believe you will learn:

  • What’s driving the demand for a CCaaS deployment model
  • Key considerations when comparing cloud solution providers
  • How Gartner positions the contact centre vendors in its quadrant — Leaders, Challengers, Visionaries and Niche Players

 

Here’s what Gartner Peer Insights reviewers have to say:

A CCaaS product that delivers on its promise…

— Head of Group Technology in the services industry

Ease of implementation allowed us to get up and running quickly while allowing for growth.

— VP, Contact Centre in the services industry

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1Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and does not represent the views of Gartner or its affiliates.

* 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.

Gartner Magic Quadrant for Contact Center as a Service, North America, 15 October 2019, Drew Kraus, Steve Blood, Simon Harrison

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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