{"id":393507,"date":"2021-08-12T08:32:17","date_gmt":"2021-08-12T15:32:17","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/delivering-on-our-vision-genesys-recognised-as-a-gartner-magic-quadrant-for-ccaas-leader"},"modified":"2021-08-16T19:02:45","modified_gmt":"2021-08-17T02:02:45","slug":"gartner-ccaas-2021","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/gartner-ccaas-2021","title":{"rendered":"Delivering on our vision: Genesys recognised as a Gartner Magic Quadrant for CCaaS Leader"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Recent global events have dramatically changed the customer experience (CX) landscape. As a result, customer experience is now a top business transformation priority. From rapidly enabling remote work, to providing empathetic customer experiences at scale during times of record demand, companies have had to be more flexible and seek out more innovative solutions than ever. Many have looked to Genesys for support in delivering high-quality customer interactions without interruption.<\/p>\n

Over the past year, more than 800 companies have chosen to migrate to the Genesys Cloud\u2122<\/a> platform over legacy on-premises and first-generation cloud technologies, scale their deployments, or renew their commitments. They\u2019ve chosen us for the value we provide and our ability to help them adapt to an ever-changing competitive environment. They\u2019ve partnered with us for the capability to deliver Experience as a Service\u2120<\/a>.<\/p>\n

They\u2019ve grown with us \u2014 and we\u2019ve grown with them. In growing together, we\u2019ve gained deep insights into their needs. Fulfilling those needs has necessitated global expansion, with Genesys becoming the first global CX organisation to provide in-country cloud deployment in India. We\u2019re committed to meeting our customers wherever they are on their cloud journey \u2014 and wherever they are in the world.<\/p>\n

We\u2019re also committed to continuous innovation and growth. In the past year alone, Genesys Cloud has rolled out 267 new features. We\u2019ve seen a 138% increase in users year over year. We\u2019ve accelerated the pace of migrations, bringing some businesses from contract to implementation in just 90 days.<\/p>\n

We\u2019ve continued to make investments in key capabilities, going big on artificial intelligence (AI), digital and workforce engagement management. We\u2019re enabling our customers to meet their customers in their preferred channels and anticipate their needs by providing the next-best action. And we\u2019ve done it all with greater platform reliability than ever before.<\/p>\n

We believe our ability to innovate at lightning speed and implement new features at scale is why Genesys has been named a Leader in the 2021 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service and was positioned highest in ability to execute. Our forward strides in this category reflect our continued maturity. We support some of the largest companies in the world in solving CX complexities with our platform, customer success and services practices, and our expanding ecosystem.<\/p>\n

We continue to bring our vision to life \u2014 advancing our technologies and broadening our reach \u2014 while anticipating and responding to whatever comes next. Our strongest attributes give global organisations the ability to create sustainable differentiated experiences and unify customer journeys in an economical way.<\/p>\n

Genesys is at the forefront of the charge to deliver composable CX that gives businesses the agility to orchestrate the end-to-end customer experiences of the future. We have the foresight to help companies prepare for tomorrow, and the intelligence to identify and develop the solutions they\u2019ll need before they need them. We\u2019re continuously seeking their feedback to fine tune one of the industry\u2019s most powerful sets of voice, digital, AI, analytics and workforce engagement management capabilities. And we\u2019re delivering it with open APIs, in a strong ecosystem that offers the flexibility they need to get through this challenge\u2026 and the next.<\/p>\n

We can\u2019t do any of this without our customers. We\u2019re grateful to businesses around the globe for bringing us their biggest CX challenges and trusting us to help solve them. Last year, we proved we have the vision to imagine a bold new future for customer experience. This year, we\u2019ve proven that, in collaboration with our customers and partners, we have the flexibility, innovation and global strength to bring that vision to life. That\u2019s how we experience success. Together.<\/p>\n

Get a complimentary copy of the 2021 Gartner Magic Quadrant for Contact Centre as a Service report<\/a>.<\/p>\n

Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Pri Rathnayake, Steve Blood, 9 August 2021.<\/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 research publications consist of the opinions of Gartner\u2019s 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.<\/p>\n

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and\/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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