{"id":650215,"date":"2026-10-22T08:15:26","date_gmt":"2026-10-22T15:15:26","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running"},"modified":"2026-10-26T01:41:41","modified_gmt":"2026-10-26T08:41:41","slug":"genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/es-mx\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","title":{"rendered":"Genesys ha sido nombrada L\u00edder en el Magic Quadrant\u2122 de Gartner\u00ae de 2026 para CCaaS: 12 a\u00f1os consecutivos"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Plus: C\u00f3mo se <\/span>posicion\u00f3 Genesys en cinco Casos de Uso cr\u00edticos de CX<\/span><\/span>\u00a0<\/span><\/h3>\n

Por 12.\u00ba a\u00f1o consecutivo, Gartner ha nombrado a Genesys L\u00edder en el Magic Quadrant para Contact Center as a Service (CCaaS). Esto es lo que cambi\u00f3 en el mercado este a\u00f1o, y por qu\u00e9 Genesys vuelve a ser L\u00edder.<\/span>\u00a0<\/span><\/p>\n

Cuando recordamos el 2018, cuando Genesys fue reconocida como L\u00edder por primera vez, el panorama del contact center era muy diferente: la atenci\u00f3n se centraba en la omnicanalidad y la migraci\u00f3n a la nube. Luego vino el compromiso digital (digital-first) y la automatizaci\u00f3n b\u00e1sica. La IA entr\u00f3 en escena con la elaboraci\u00f3n de pron\u00f3sticos y un mejor enrutamiento. Y luego lleg\u00f3 la IA conversacional para hacer que las experiencias automatizadas se sintieran m\u00e1s humanas. La econom\u00eda de la experiencia ha evolucionado durante los \u00faltimos doce a\u00f1os. Tambi\u00e9n lo ha hecho la tecnolog\u00eda que la impulsa. <\/span>\u00a0<\/span><\/p>\n

Avanzando r\u00e1pidamente hasta el d\u00eda de hoy, esa evoluci\u00f3n est\u00e1 dando un salto gigantesco hacia adelante. La IA basada en agentes ha habilitado un nuevo modelo para la econom\u00eda de la experiencia, en el que agentes aut\u00f3nomos de IA orquestan todo el recorrido del cliente, desde el saludo inicial hasta la resoluci\u00f3n. Atienden a los clientes directamente, dan soporte al personal de CX en tiempo real, inician y completan flujos de trabajo, y recopilan nueva inteligencia para la empresa.<\/span>\u00a0<\/span><\/p>\n

A lo largo de los \u00faltimos 12 a\u00f1os, a trav\u00e9s de una ola de innovaci\u00f3n tras otra, Genesys ha sido nombrada L\u00edder nuevamente. Eso es algo que no ha cambiado.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Where Genesys is recognized <\/span>this year <\/span>\u2013 and why<\/span><\/span>\u00a0<\/span><\/h3>\n

This year, Gartner evaluated ten vendors for the Magic Quadrant. Genesys was named a Leader and is positioned highest in Ability to Execute.<\/span>\u00a0<\/span><\/p>\n

Alongside the Magic Quadrant, Gartner also published the companion 2026 Critical Capabilities for Contact Center as a Service (CCaaS) report, which evaluates CCaaS platforms against five Use Cases. Only Genesys ranked as one of the two highest-scoring vendors across all five Use Cases this year. It also received the highest score in two: Global Contact Center and Customer Engagement Center.<\/p>\n

We believe that when read together, these reports send a clear message \u2013 Genesys is a long-term strategic bet.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Looking beyond the current state of the market<\/span><\/span>\u00a0<\/span><\/h3>\n

Each year, these two reports from Gartner offer crucial analysis of the current state of the market for CCaaS. This year, they do more. With the changes to how Gartner is evaluating CCaaS providers, they\u2019re pointing to where the market is headed next. <\/span><\/p>\n

Gartner notes that the CCaaS market is entering a new phase of maturity, with more than half of all agent licenses expected to be cloud-based by the end of 2026. At the same time, buyers face a more complicated path to value: generative and agentic AI deployments have surged, but many organizations report poor experiences and unclear ROI. Meanwhile, data and cloud sovereignty concerns, along with a broadening field of vendors with varied AI roadmaps and levels of implementation support, are reshaping solution evaluation criteria and extending vendor selection cycles.<\/p>\n

The trend that Gartner is pointing to becomes even clearer when you consider the Magic Quadrant and Critical Capabilities reports alongside the related Gartner research on CRM customer engagement and conversational AI platforms over the past year. There\u2019s a consistent pattern across the reports. The big shift is that AI is no longer scored as part of the feature set. It\u2019s now the lens through which the platforms are evaluated.<\/p>\n

But <\/span>that\u2019s<\/span> only<\/span> the <\/span>beginning of what <\/span>we<\/span> believe <\/span>Gartner is pointing at. <\/span>Here are the <\/span>experience<\/span> economy <\/span>trends <\/span>we<\/span> see reflected in <\/span>the <\/span>Gartner<\/span>\u00a0<\/span> shifting<\/span> approach to evaluating <\/span>CCaaS<\/span> platforms.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

La IA basada en agentes ahora es <\/span>un<\/span> requisito<\/span> b\u00e1sico<\/span><\/span>\u00a0<\/span><\/h3>\n

Hace solo un a\u00f1o, <\/span>preguntarle a un proveedor si hab\u00eda <\/span>incorporado <\/span>IA basada en agentes<\/span> en su <\/span>plataforma<\/span> como algo m\u00e1s que un simple complemento <\/span>era una pregunta diferenciadora<\/span> muy \u00fatil<\/span>. <\/span>Hoy en d\u00eda, <\/span>una IA basada en agentes que pueda <\/span>percibir, <\/span>razona<\/span>r<\/span>, <\/span>actuar <\/span>y <\/span>optimizar<\/span> es ahora un <\/span>requisito b\u00e1sico <\/span>para que cualquier plataforma <\/span>sea tomada en serio en esta categor\u00eda.<\/span> Para destacar, la IA debe estar <\/span>integrada en la plataforma <\/span>a todos los niveles <\/span>para <\/span>extraer datos, conectar sistemas y personas, <\/span>e impulsar la automatizaci\u00f3n del flujo de trabajo en todo <\/span>el recorrido <\/span>del cliente<\/span>.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

La orquestaci\u00f3n y la automatizaci\u00f3n del flujo de trabajo son los nuevos <\/span>diferenciadores<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

A medida que los proveedores han incorporado m\u00e1s capacidades de IA basada en agentes a sus plataformas, <\/span>la l\u00ednea de diferenciaci\u00f3n se ha movido <\/span>\u2014<\/span> y <\/span>est\u00e1<\/span> mucho m\u00e1s alta. <\/span>No <\/span>importa<\/span> cu\u00e1ntas capacidades de I<\/span>A <\/span>tenga una plataforma si siguen <\/span>operando<\/span> como soluciones puntuales desconectadas. <\/span>En las<\/span> plataformas que destacan hoy<\/span>, <\/span>las capacidades <\/span>nativas de IA <\/span>trabajan juntas para <\/span>orquestar <\/span>las experiencias de clientes y colaboradores<\/span> y generar an\u00e1lisis en tiempo real en todos los <\/span>sistemas empresariales centrales.<\/span> Eso<\/span> es<\/span> m\u00e1s que una lista ampliada<\/span> de funciones de<\/span> IA. <\/span>Es<\/span> la base de un nuevo modelo operativo para <\/span>la <\/span>econom\u00eda<\/span> de la experiencia<\/span>. <\/span>Hacia el futuro<\/span>, las plataformas que <\/span>orquestan a las personas, la IA<\/span>, los datos y otras herramientas como un \u00fanico ecosistema cohesivo <\/span>para la experiencia del cliente de principio a fin <\/span>son las apuestas seguras.<\/span><\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Intelligence integration is<\/span> no longer optional<\/span><\/span>\u00a0<\/span><\/span><\/span><\/h3>\n

The more orchestration and workflow automation define how the experience economy operates, the more everything depends on the intelligence behind them. And that intelligence depends on data that\u2019s connected and analyzed in real time.<\/span>\u00a0<\/span><\/p>\n

But i<\/span>n most <\/span>customer<\/span> experience operations, data <\/span>is a lot like <\/span>the<\/span> precious metals that sit in isolated pockets underground. <\/span>So much of it is scattered across systems, unmined and unused.<\/span> Connecting those<\/span> data <\/span>sy<\/span>stems and repositories<\/span> in a meaningful way has always been difficult. Agentic AI <\/span>ecosystems are<\/span> rapidly changing <\/span>that reality. <\/span>They\u2019re<\/span> integrating<\/span> the customer experience <\/span>operation with the broader data and BI fabric of the enterprise<\/span>. <\/span>That<\/span> creates <\/span>a multi-directional flow of intelligence<\/span>,<\/span> fueling better orchestration and surfacing new <\/span>insight<\/span> for the business<\/span>.<\/span> This is <\/span>why <\/span><\/span>Contextual Intelligence<\/span><\/span><\/a> matters<\/span>.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

A new operating model for the exp<\/span>erience economy<\/span><\/span>\u00a0<\/span><\/h3>\n

We <\/span>believe<\/span> when taken <\/span>together, these trends <\/span>that <\/span>we<\/span> see<\/span> reflected in the Gartner reports <\/span>point to a new operating model for <\/span>the experience economy<\/span>.<\/span> This new model <\/span>doesn\u2019t<\/span> just <\/span>incorporate more AI capabilities. It<\/span> actively orchestrates better <\/span>end-to-end journeys for<\/span> customers and employees. At the same time, it generates new intelligence and better business outcomes for the enterprise. <\/span>In this model, an agentic orchestration platform is no<\/span>t merely<\/span> infrastructure<\/span> and<\/span> a toolset<\/span>. <\/span>It\u2019s<\/span> an active partner in your <\/span>customer experience <\/span>operation<\/span>.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Not just <\/span>talk<\/span>. Infrastructure for the agentic era.<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

For 12 consecutive years, Genesys has been recognized as a Leader. Across those 12 years, the experience economy has transformed \u2014 and so has the technology powering it. Through every shift, Genesys has continued to evolve, invest and innovate.<\/p>\n

But this year feels different.<\/p>\n

Genesys has been talking about orchestration for a number of years \u2014 not as a trend to follow, but as a fundamental shift in how experiences should work. We\u2019ve also been building the infrastructure that makes agentic orchestration a reality. This year, that new reality is reflected in the Gartner reports. For us, that confirms that we\u2019ve been building in the right direction all along \u2014 skating to where the puck is headed, not where it is. And now that the experience economy is ready for a new operating model<\/a>, we\u2019ve got the platform to power it.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Gartner, Magic Quadrant for Contact Center as a Service, 19 de octubre de 2026, Drew Kraus y otros.<\/p>\n

Gartner no respalda a ning\u00fan proveedor, producto o servicio representado en sus publicaciones de investigaci\u00f3n ni aconseja a los usuarios de tecnolog\u00eda que escojan \u00fanicamente a los proveedores con las m\u00e1s altas calificaciones u otra designaci\u00f3n. Las publicaciones de Gartner constituyen las opiniones de la organizaci\u00f3n de informaci\u00f3n empresarial y tecnol\u00f3gica de Gartner y no deben interpretarse como declaraciones de hecho. Gartner renuncia a todas las garant\u00edas, expresas o impl\u00edcitas, con respecto a esta investigaci\u00f3n, incluida cualquier garant\u00eda de comerciabilidad o idoneidad para un fin espec\u00edfico.<\/p>\n

Gartner y Magic Quadrant son marcas comerciales de Gartner, Inc. y\/o sus filiales.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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