Gartner research report
Genesys named a Leader by Gartner for 11 years consecutively
Driving long-term value in the contact centre requires a solution that unifies experiences, drives measurable business outcomes and adapts with AI innovation — and a vendor who can deliver results today while providing the AI-powered capabilities for what’s next.
The 2025 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS) evaluates nine vendors on key contact centre capabilities. Genesys was recognised by Gartner as a Leader for the 11th consecutive year.
Genesys delivers a solution that enables organisations worldwide, across industries, with key capabilities, including artificial intelligence (AI), end-to-end journey management and workforce engagement management. This solution transforms isolated interactions into connected customer experiences — all through a unified platform.
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Source: Gartner, Magic Quadrant for Contact Centre as a Service, Drew Kraus, Jason Bridge, et al., 8 September 2025
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.
Genesys is a Leader from 2017-2025 and acquired Interactive Intelligence in 2017, who was a Leader in the 2015 and 2016 Magic Quadrant report.
