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ANALYST RESEARCH REPORT

Genesys scored in 2020 CCaaS Critical Capabilities

Gartner CCaaS Critical Capabilities

Delivering exceptional customer experiences and being able to empower and engage contact centre employees is critical in today’s rapidly changing world — and not all platforms that deliver these employee and customer experiences are created equal. Each contact centre vendor landscape varies in their ability to deliver across all use-cases — High Volume Customer Call Centre, Customer Engagement Centre, Agile Contact Centre.

To better navigate the marketplace, the 2020 Gartner CCaaS MQ & Critical Capabilities reports offers an in-depth evaluation of a vendor’s ability to execute and deliver these use-cases and 12 different critical capabilities on a global scale.

Genesys is proud to be recognised for all use-cases 2020 Gartner CCaaS Critical Capabilities report.

Download the full report to learn about the Genesys specific use-case scores and you’ll also get:

  • How contact centre vendors compare in delivering CCaaS critical capabilities
  • Key criteria to guide your decision-making process
  • Key use-cases that reflect the most common configurations and how they apply to you

* 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.

1Source: Gartner, “Critical Capabilities for Contact Center as a Service” by Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020

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