Gartner research report

Critical capabilities for Contact Centre as a Service

Genesys has received the highest use case scores for High-Volume Customer Call Centre, Customer Engagement Centre, Global Contact Centre

Be confident your customer experience (CX) solution provider delivers the key capabilities your business needs to scale to meet volume increases, provide more robust customer service engagements and support your call centre — no matter where it’s located.

The Magic Quadrant report will help application leaders responsible for customer service find the right provider for their geographic and functional needs and the Critical Capabilities report will help leaders shortlist providers for further evaluation.

Genesys is proud to be ranked #1 in 3 out of 5 Critical Capabilities Use Cases, delivering the all-in-one solution that can enable organisations worldwide to transform siloed interactions into connected customer engagements.

Get the full Gartner report and see why Genesys is ranked #1 in 3 out of 5 Critical Capabilities Use Cases. You’ll also see:

  • How Gartner evaluates the nine CCaaS providers
  • How Gartner evaluates each provider’s ability to deliver five Use Cases
  • Key recommendations to guide your decision-making process


Gartner, Critical Capabilities for Contact Centre as a Service, Steve Blood, Pri Rathnayake, Pankil Sheth, Drew Kraus, 23, August, 2022.

Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022

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 and Magic Quadrant are registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

This Magic Quadrant was earlier named as Magic Quadrant for Contact Centre as a Service, North America and Magic Quadrant for Contact Centre as a Service, Western Europe till 2019 Genesys was referred to Interactive Intelligence in the 2015 & 2016 Magic Quadrant report.

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