{"id":650238,"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":"2026-10-26T01:50:48","modified_gmt":"2026-10-26T08:50:48","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\/en-gb\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","title":{"rendered":"Genesys named a Leader in the 2026 Gartner\u00ae Magic Quadrant\u2122 for CCaaS \u2013 12 years running"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Plus: How Genesys <\/span>ranked across five critical CX Use Cases<\/span><\/span>\u00a0<\/span><\/h3>\n

For the 12th consecutive year, Gartner has named Genesys a Leader in the Magic Quadrant for Contact Centrr as a Service (CCaaS). Here’s what changed in the market this year \u2014 and why Genesys is again a Leader.<\/span>\u00a0<\/span><\/p>\n

When we look back at 2018, when Genesys was first recognised as a Leader, the contact centre landscape looked very different \u2014 the focus was on omnichannel and cloud migration. Then came digital-first engagement and basic automation. AI entered the picture with forecasting and better routing. And then conversational AI came along to make automated experiences feel more human. The experience economy has evolved over the past twelve years. So has the technology that drives it. <\/span>\u00a0<\/span><\/p>\n

Fast forward to today, that evolution is taking a giant leap forward. Agentic AI has enabled a new model for the experience economy, where autonomous AI agents orchestrate the entire customer journey from hello to resolution. They serve customers directly, support the CX workforce in real time, initiate and complete workflows, and gather new intelligence for the enterprise.<\/span>\u00a0<\/span><\/p>\n

Throughout the past 12 years, through wave after wave of innovation, Genesys has been named a Leader again. That\u2019s one thing that hasn\u2019t changed.<\/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

Agentic AI is now <\/span>a<\/span> baseline<\/span> requirement<\/span><\/span>\u00a0<\/span><\/h3>\n

Just one year ago, <\/span>asking a vendor if they had <\/span>incorporated <\/span>agentic<\/span> AI into their <\/span>platform<\/span> as more than a bolt-on <\/span>was a useful<\/span> differentiating question<\/span>. <\/span>Today, <\/span>agentic AI that can <\/span>perceive, <\/span>reaso<\/span>n<\/span>, <\/span>act <\/span>and <\/span>optimise<\/span> is now a <\/span>baseline requirement <\/span>for any platform <\/span>to be taken seriously in this category.<\/span> To stand out, the AI must be <\/span>woven into the platform <\/span>at every level <\/span>to <\/span>mine data, connect systems and people, <\/span>and drive workflow automation across the <\/span>entire <\/span>customer <\/span>journey.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Orchestration and workflow automation are the new <\/span>differentiators<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

As vendors have incorporated more agentic AI capabilities into their platforms, <\/span>the line of differentiation has moved <\/span>\u2014<\/span> and <\/span>it\u2019s<\/span> much higher. <\/span>It <\/span>doesn\u2019t<\/span> matter how many AI capabilitie<\/span>s <\/span>a platform has if they still <\/span>operate<\/span> as disconnected point solutions. <\/span>In the<\/span> platforms that stand out today<\/span>, <\/span>native AI <\/span>capabilities <\/span>work together to <\/span>orchestrate <\/span>customer and employee experiences<\/span> and generate real-time analytics across <\/span>core business systems.<\/span> That<\/span>\u2019s<\/span> more than an expand<\/span>ed AI<\/span> feature list. <\/span>It\u2019s<\/span> the basis of a new operating model for <\/span>the <\/span>experience<\/span> economy<\/span>. <\/span>Going forward<\/span>, the platforms that <\/span>orchestrate people, AI<\/span>, data, and other tools as a single cohesive ecosystem <\/span>for end-to-end customer experience <\/span>are the sure bets.<\/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, Magic Quadrant for Contact Centre as a Service, 19 October 2026, Drew Kraus Et Al.<\/p>\n

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 publications consist of the opinions of Gartner\u2019s business and technology insights 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.<\/p>\n

Gartner and Magic Quadrant are trademarks of Gartner, Inc. and\/or its affiliates.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””] Plus: How Genesys ranked across five critical CX Use Cases\u00a0 For the 12th consecutive year, Gartner has named Genesys a Leader in the Magic Quadrant for Contact Centrr as a Service (CCaaS). Here’s what changed in the market this year \u2014 and why Genesys is again a Leader.\u00a0 When we look back […]<\/p>\n","protected":false},"author":1155,"featured_media":647526,"template":"","tax_priority":[54],"tax_blogtype":[17751],"tax_blogcategory":[15939,15963,18430],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[16186],"tax_capability_sitewide":[16209,16242,16315],"tax_products_programs":[16489,17531],"tax_buying_job":[16642,16658],"tax_buyer_persona":[16881,16900,18584],"tax_sector":[16937,16954,16997,17005,17030,17066],"tax_segment":[17096,17121,17123],"class_list":["post-650238","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-announcements-en-gb","tax_blogcategory-experience-orchestration-en-gb","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme2-level-up-your-technology-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_capability_sitewide-analytics-and-reporting-en-gb","tax_capability_sitewide-integrations-en-gb","tax_products_programs-genesys-ai-en-gb","tax_products_programs-genesys-cloud-cx-en-gb","tax_buying_job-job-1-problem-identification-en-gb","tax_buying_job-job-2-solution-exploration-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_buyer_persona-technical-en-gb-2","tax_sector-financial-en-gb","tax_sector-healthcare-en-gb","tax_sector-industrial-en-gb","tax_sector-public-en-gb","tax_sector-retail-en-gb","tax_sector-technology-en-gb","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb","tax_segment-smb-en-gb","tax_content_type-blog-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/650238","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1155"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/650238\/revisions"}],"predecessor-version":[{"id":650244,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/650238\/revisions\/650244"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/647526"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=650238"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=650238"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=650238"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=650238"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=650238"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=650238"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=650238"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=650238"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=650238"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=650238"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=650238"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=650238"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=650238"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}