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 and Global Contact Centre

Choose a customer experience (CX) solution provider that can deliver the key capabilities your business needs to meet volume demands, deliver personalised customer service at scale and support engagements across all touchpoints.

The Gartner® Critical Capabilities report provides customer service leaders with a shortlist of contact centre solution providers to evaluate.

Genesys is proud to be ranked No. 1 in three out of five Critical Capabilities use cases — delivering the all-in-one solution that enables organisations worldwide to transform siloed interactions into connected customer engagements.

Download the full Gartner report and see why Genesys is ranked No. 1 in three out of five Critical Capabilities use cases. You’ll also get:

  • Details on how Gartner evaluates each provider’s ability to deliver across 13 use cases
  • Essential insights in analysing a vendor’s cloud migration transition framework
  • Key recommendations to guide your decision-making process

Gartner, Critical Capabilities for Contact Centre as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7 August 2023

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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.