{"id":548086,"date":"2025-10-14T15:43:52","date_gmt":"2025-10-14T22:43:52","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=548086"},"modified":"2025-10-19T19:01:59","modified_gmt":"2025-10-20T02:01:59","slug":"leveraging-the-2025-gartner-magic-quadrant-for-contact-centre-as-a-service-to-shape-your-ai-strategy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/leveraging-the-2025-gartner-magic-quadrant-for-contact-centre-as-a-service-to-shape-your-ai-strategy","title":{"rendered":"Leveraging the 2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service to Shape Your AI Strategy"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]Effectively applying artificial intelligence (AI) is quickly becoming the defining factor in gaining \u2014 or losing \u2014 business. As expectations rise, organisations are under increasing pressure to generate fast, measurable returns from their AI investments. In a<\/span> recent Genesys study<\/span><\/a>, more than half of CX leaders said adopting AI is now essential to earning customer loyalty, driving financial performance and outpacing competitors over the next five years. <\/span><\/p>\n

With the right platform, AI can revolutionise how your business engages customers, simplifies operations and delivers more consistent, personalised experiences. As AI takes centre stage in shaping both customer and employee journeys, aligning your strategy to platforms that enable rapid innovation is critical. <\/span><\/p>\n

The newly released<\/span> 2025 Gartner\u00ae<\/sup> Magic Quadrant\u2122 for Contact Centre as a Service (CCaaS)<\/span><\/a> and its companion<\/span> 2025 Gartner\u00ae<\/sup> Critical Capabilities<\/span><\/a> report offer valuable insights to help organisations evaluate technology partners and fine-tune their AI strategies. <\/span><\/p>\n

While the Magic Quadrant presents a wide-angle view of provider positioning based on their Ability to Execute and Completeness of Vision, the Critical Capabilities research dives deeper into which products or services are a best fit in various use cases. <\/span><\/p>\n

Genesys was named a Leader in the 2025 Magic Quadrant for the 11th year in a row. In the Critical Capabilities report, Genesys is amongst the two highest ranked vendors across all five use cases, including the highest scores in Global Contact Centre (4.13\/5), High-Volume Customer Call Centre (3.99\/5), and Customer Engagement Centre (3.94\/5).<\/span>1<\/span><\/sup><\/p>\n

We believe these recognitions reflect the strength of<\/span> Genesys Cloud<\/span><\/a>\u2122, our AI-powered experience orchestration platform. With Genesys Cloud, organisations can unify channels, systems and data to deliver intelligent, scalable and human-centred customer experiences. These are made possible by the seamless integration of agentic, generative and predictive AI. <\/span><\/p>\n

Here\u2019s how we believe the insights from this year\u2019s Gartner research can support your own pursuit of a more focused and future-ready AI strategy. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Look for AI Maturity and Enterprise Scale\u00a0<\/span><\/h2>\n

Choosing the right technology partner is more than a product decision; it\u2019s a long-term strategy. Today, organizations need vendors that not only offer advanced AI capabilities but also understand how AI is transforming customer and employee experience on a global scale.\u00a0<\/span><\/p>\n

\u201cLeaders are best described as suppliers with strong support for a wide breadth of customer service capabilities, and an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.\u201d<\/span>1<\/sup>\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Genesys Cloud exemplifies these qualities. It\u2019s built for the new era of AI-powered service, offering a robust foundation for both immediate transformation and long-term evolution. Whether you\u2019re experimenting with virtual agents or designing fully agentic customer journeys, the platform provides a comprehensive set of capabilities \u2014 from journey analytics and AI assistants to predictive routing and native CRM integration.\u00a0<\/span><\/p>\n

By connecting these tools through a unified orchestration layer, Genesys Cloud helps businesses deliver seamless, context-rich interactions at scale. Every step of the journey becomes more intelligent, more personalized and more adaptable to real-world needs.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Map Critical Capabilities to Your CX Priorities <\/span><\/h2>\n

Every organisation is at a different stage of AI adoption \u2014 and not every platform delivers equally across all use cases. That\u2019s where we feel the Gartner Critical Capabilities report can help. <\/span>
\nThis year, Genesys ranked either #1 or #2 across every evaluated use case, including: <\/span><\/p>\n