2018 Gartner Magic Quadrant for Contact Centre as a Service, North America

Gartner positions Genesys as a Leader in cloud contact centre solutions positioned farthest to the right for completeness of vision. Again.

North America’s Contact Centre as a Service (CCaaS) market has matured and companies of all sizes are turning to contact centre as a service (CCaaS) solutions to drive customer experience success. The 2018 Gartner Magic Quadrant for CCaaS evaluates 10 vendors on their ability to execute and completeness of vision. Not only is Genesys named a Leader in the 2018 Gartner MQ for CCaaS, but we’ve placed farthest to the right for completeness of vision. Again.

Read this report now to learn:

  • Drivers of increasing demand for cloud contact centre solutions
  • Key considerations when comparing cloud contact centre solution providers
  • How Gartner positions the 10 top cloud contact centre vendors in each of the four quadrants – Leaders, Challengers, Visionaries and Niche players

Additionally, according to Gartner Peer Insights reviewers :

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“Solid platform with a lot of features at a reasonable cost.”

— IT Manager of Software Engineering in the Services Industry

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“Integrated Contact Centre solution that allows you to scale with the times”

— IT Director, Service Centre Operations in the Services Industry

Gartner mq ccaas 2018

1 Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and do 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.

** 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.

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