{"id":650213,"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\/fr-fr\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","title":{"rendered":"Genesys au rang des Leaders du Gartner\u00ae Magic Quadrant\u2122 2026 du CCaaS, pour la 12e ann\u00e9e cons\u00e9cutive"},"content":{"rendered":"

[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

Zoom sur le positionnement de Genesys <\/span>sur cinq cas d\u2019usage\u00a0CX cl\u00e9s<\/span><\/span>\u00a0<\/span><\/h3>\n

Pour la 12e ann\u00e9e d\u2019affil\u00e9e, Gartner a plac\u00e9 Genesys au rang des Leaders dans son Magic Quadrant consacr\u00e9 au Contact Center as a Service (CCaaS). Voici ce qui a \u00e9volu\u00e9 sur le march\u00e9 cette ann\u00e9e et pourquoi Genesys figure une nouvelle fois parmi les Leaders.<\/span>\u00a0<\/span><\/p>\n

Si l\u2019on revient sur l\u2019ann\u00e9e 2018, lorsque Genesys a \u00e9t\u00e9 class\u00e9 dans la cat\u00e9gorie Leader pour la premi\u00e8re fois, le march\u00e9 des centres de contact \u00e9tait tr\u00e8s diff\u00e9rent. L\u2019accent \u00e9tait alors mis sur l\u2019omnicanal et la migration vers le cloud. Puis sont apparus l\u2019engagement client digital-first et l\u2019automatisation de base. L\u2019IA a ensuite fait son entr\u00e9e avec les capacit\u00e9s de pr\u00e9vision et l\u2019am\u00e9lioration du routage. L\u2019IA conversationnelle a, \u00e0 son tour, contribu\u00e9 \u00e0 rendre les exp\u00e9riences automatis\u00e9es plus naturelles. L\u2019\u00e9conomie de l\u2019exp\u00e9rience a profond\u00e9ment \u00e9volu\u00e9 au cours des douze derni\u00e8res ann\u00e9es, tout comme les technologies qui la sous-tendent. <\/span>\u00a0<\/span><\/p>\n

Aujourd\u2019hui, cette \u00e9volution franchit un cap majeur. L\u2019IA agentique ouvre la voie \u00e0 un nouveau mod\u00e8le pour l\u2019\u00e9conomie de l\u2019exp\u00e9rience, dans lequel des agents\u00a0IA autonomes orchestrent l\u2019ensemble du parcours client, du premier contact jusqu\u2019\u00e0 la r\u00e9solution. Ils interagissent directement avec les clients, assistent les \u00e9quipes CX en temps r\u00e9el, d\u00e9clenchent et ex\u00e9cutent des workflows complets, tout en g\u00e9n\u00e9rant de nouvelles informations exploitables pour l\u2019entreprise.<\/span>\u00a0<\/span><\/p>\n

Au cours des douze derni\u00e8res ann\u00e9es, au fil des vagues successives d\u2019innovation, Genesys a continu\u00e9 \u00e0 figurer parmi les Leaders. C\u2019est une constante qui, elle, n\u2019a pas chang\u00e9.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/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=\u00a0\u00bb\u00a0\u00bb]<\/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=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

L\u2019IA agentique s\u2019impose d\u00e9sormais <\/span>comme un<\/span> pr\u00e9requis<\/span><\/span><\/span>\u00a0<\/span><\/h3>\n

Il y a tout juste un an, <\/span>demander \u00e0 un fournisseur s\u2019il avait <\/span>int\u00e9gr\u00e9 <\/span>l\u2019IA agentique<\/span> au c\u0153ur de sa <\/span>plateforme<\/span> et non comme un simple module d\u2019appoint <\/span>constituait un crit\u00e8re de diff\u00e9renciation pertinent<\/span><\/span>. <\/span>Aujourd\u2019hui, <\/span>l\u2019IA agentique capable de <\/span>percevoir, <\/span>de raison<\/span>ne<\/span>r, <\/span>d\u2019agir <\/span>et <\/span>d\u2019optimiser<\/span> est devenue un <\/span>pr\u00e9requis indispensable <\/span>pour toute plateforme <\/span>souhaitant \u00eatre prise au s\u00e9rieux dans cette cat\u00e9gorie.<\/span> Pour se d\u00e9marquer, l\u2019IA doit \u00eatre <\/span>int\u00e9gr\u00e9e au c\u0153ur de la plateforme <\/span>\u00e0 tous les niveaux <\/span>afin <\/span>d\u2019exploiter les donn\u00e9es, de connecter les syst\u00e8mes et les personnes, <\/span>et d\u2019automatiser les workflows tout au <\/span>long <\/span>du parcours <\/span>client.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

L\u2019orchestration et l\u2019automatisation des workflows sont les nouveaux <\/span>facteurs diff\u00e9renciants<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

\u00c0 mesure que les fournisseurs ont int\u00e9gr\u00e9 davantage de capacit\u00e9s d\u2019IA agentique \u00e0 leurs plateformes, <\/span>le seuil de diff\u00e9renciation a \u00e9volu\u00e9, <\/span><\/span> et <\/span> le niveau d\u2019exigence <\/span>a consid\u00e9rablement augment\u00e9. <\/span>Le nombre de fonctionnalit\u00e9s d\u2019IA propos\u00e9es importe peu si celles-ci continuent \u00e0 fonctionner en vase clos.<\/span><\/span><\/span><\/span><\/span><\/span> <\/span>Dans les<\/span> plateformes qui se d\u00e9marquent aujourd\u2019hui<\/span>, <\/span>les capacit\u00e9s d\u2019IA <\/span>natives <\/span>fonctionnent en synergie pour <\/span>orchestrer <\/span>les exp\u00e9riences des clients et des collaborateurs<\/span> et g\u00e9n\u00e9rer des analyses en temps r\u00e9el sur les <\/span>syst\u00e8mes m\u00e9tiers strat\u00e9giques.<\/span> Il<\/span>s\u2019agit<\/span> bien plus qu\u2019une simple list<\/span>e enrichie de fonctionnalit\u00e9s <\/span>d\u2019IA. <\/span>C\u2019est<\/span> le fondement d\u2019un nouveau mod\u00e8le op\u00e9rationnel pour <\/span>l\u2019<\/span>\u00e9conomie <\/span>de l\u2019exp\u00e9rience<\/span>. <\/span>\u00c0 l\u2019avenir<\/span>, les plateformes capables d\u2019<\/span>orchestrer les personnes, l\u2019IA<\/span>, les donn\u00e9es et les autres outils au sein d\u2019un m\u00eame \u00e9cosyst\u00e8me <\/span>offriront les meilleures perspectives pour g\u00e9rer des exp\u00e9riences client de bout en bout.<\/span><\/span><\/span>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/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=\u00a0\u00bb\u00a0\u00bb]<\/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=\u00a0\u00bb\u00a0\u00bb]<\/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=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

Gartner, Magic Quadrant for Contact Center as a Service, 19 octobre 2026, Drew Kraus Et Al.<\/p>\n

Gartner ne cautionne aucun fournisseur, produit ou service mentionn\u00e9 dans ses publications de recherche, ni ne recommande aux utilisateurs informatiques de faire leur choix uniquement parmi les solutions des fournisseurs en t\u00eate du classement ou distingu\u00e9es de quelque autre forme que ce soit. Les publications de Gartner refl\u00e8tent les opinions de l\u2019organisation Gartner en charge des analyses m\u00e9tiers et technologiques et ne doivent pas \u00eatre interpr\u00e9t\u00e9es comme des affirmations factuelles. Gartner exclut toute garantie, expresse ou tacite, concernant ces recherches, y compris toute garantie de commerciabilit\u00e9 et d\u2019ad\u00e9quation \u00e0 un usage particulier.<\/p>\n

Gartner et Magic Quadrant sont des marques d\u00e9pos\u00e9es de Gartner, Inc. et\/ou de ses affili\u00e9s.<\/p>\n

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

[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Zoom sur le positionnement de Genesys sur cinq cas d\u2019usage\u00a0CX cl\u00e9s\u00a0 Pour la 12e ann\u00e9e d\u2019affil\u00e9e, Gartner a plac\u00e9 Genesys au rang des Leaders dans son Magic Quadrant consacr\u00e9 au Contact Center as a Service (CCaaS). Voici ce qui a \u00e9volu\u00e9 sur le march\u00e9 cette ann\u00e9e et pourquoi Genesys figure une nouvelle […]<\/p>\n","protected":false},"author":1155,"featured_media":647526,"template":"","tax_priority":[54],"tax_blogtype":[17749],"tax_blogcategory":[15962,15951,18470],"tax_contenttheme":[14892],"tax_bundle":[],"tax_contenttheme2":[16193],"tax_capability_sitewide":[16202,16224,16316],"tax_products_programs":[16482,17540],"tax_buying_job":[16625,16666],"tax_buyer_persona":[16888,16916,18546],"tax_sector":[16925,16978,17016,17033,16957,18513],"tax_segment":[17081,17099,17134],"class_list":["post-650213","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-fr-fr","tax_blogcategory-announcements-fr-fr","tax_blogcategory-ai-and-machine-learning-fr-fr","tax_blogcategory-orchestration-dexperiences","tax_contenttheme-improve-customer-experience-fr-fr","tax_contenttheme2-level-up-your-technology-fr-fr","tax_capability_sitewide-ai-and-automation-fr-fr","tax_capability_sitewide-analytics-and-reporting-fr-fr","tax_capability_sitewide-integrations-fr-fr","tax_products_programs-genesys-ai-fr-fr","tax_products_programs-genesys-cloud-cx-fr-fr","tax_buying_job-job-1-problem-identification-fr-fr","tax_buying_job-job-2-solution-exploration-fr-fr","tax_buyer_persona-business-fr-fr","tax_buyer_persona-technical-fr-fr","tax_buyer_persona-technical-fr-fr-2","tax_sector-financial-fr-fr","tax_sector-industrial-fr-fr","tax_sector-public-fr-fr","tax_sector-retail-fr-fr","tax_sector-healthcare-fr-fr","tax_sector-technologies","tax_segment-enterprise-fr-fr","tax_segment-midsized-fr-fr","tax_segment-smb-fr-fr","tax_content_type-blog-fr-fr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog\/650213","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/1155"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog\/650213\/revisions"}],"predecessor-version":[{"id":650235,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog\/650213\/revisions\/650235"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/647526"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=650213"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=650213"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_blogtype?post=650213"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_blogcategory?post=650213"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=650213"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=650213"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=650213"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=650213"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=650213"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=650213"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=650213"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=650213"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=650213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}