Forrester research report

The Forrester Wave™: Contact Centre As A Service, Q1 2023

Genesys was recognised as a Leader and cited for its superior vision
to take CX beyond the contact centre and into all customer interactions

Contact centre as a service (CCaaS) solutions enable organisations with key capabilities to maximise agent efficiency, provide a competitive advantage through exceptional customers experiences, and deliver new business efficiencies through AI-powered self-service.

Evaluated among 11 providers, Genesys was recognised as a leader in the The Forrester Wave™: Contact Centre As A Service, Q1 2023 Report based on its scores in current offerings, performance and strategy categories – with among the highest scores in the criteria of AI architecture, workforce optimisation, customer self-service and outbound capabilities.

Download the full report to learn why Forrester recognises Genesys as a leader in CCaaS, and you’ll also get:

  • Key market trends
  • What to look for in a CCaaS solution
  • Vendor comparison charts on current offerings, strategies and market presence


The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.