{"id":650214,"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\/it-it\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","title":{"rendered":"Genesys nominata Leader nel Gartner\u00ae Magic Quadrant\u2122 per il CCaaS 2026 \u2013 per 12 anni consecutivi"},"content":{"rendered":"

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In pi\u00f9: come si \u00e8 <\/span>posizionata Genesys in cinque casi d'uso CX critici<\/span><\/span>\u00a0<\/span><\/h3>\n

Per il 12\u00b0 anno consecutivo, Gartner ha nominato Genesys Leader nel Magic Quadrant per il Contact Center as a Service (CCaaS). Ecco cosa \u00e8 cambiato quest'anno nel mercato e perch\u00e9 Genesys \u00e8 di nuovo Leader.<\/span>\u00a0<\/span><\/p>\n

Ripensando al 2018, quando Genesys \u00e8 stata riconosciuta per la prima volta come Leader, il panorama dei contact center appariva molto diverso: l'attenzione era focalizzata sull'omnicanalit\u00e0 e sulla migrazione al cloud. Poi sono arrivati il digital-first engagement e l'automazione di base. L'AI \u00e8 entrata in scena con gli strumenti di previsione e un routing migliore. Successivamente l'AI conversazionale \u00e8 arrivata per rendere le esperienze automatizzate pi\u00f9 umane. L'experience economy si \u00e8 evoluta negli ultimi dodici anni. E cos\u00ec anche la tecnologia che la guida. <\/span>\u00a0<\/span><\/p>\n

Arrivando a oggi, la stessa evoluzione sta compiendo un enorme balzo in avanti. L'AI agentica ha introdotto un nuovo modello per l'experience economy, in cui gli agenti AI autonomi orchestrano l'intero customer journey, dal primo contatto fino alla risoluzione. Assistono direttamente i clienti, supportano il personale CX in tempo reale, avviano e completano flussi di lavoro e raccolgono nuove informazioni strategiche per l'azienda.<\/span>\u00a0<\/span><\/p>\n

Nel corso degli ultimi 12 anni, un'ondata di innovazione dopo l'altra, Genesys \u00e8 stata nominata nuovamente Leader. Ecco una cosa che non \u00e8 cambiata.<\/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

Ora l'AI agentica \u00e8 <\/span>un<\/span> requisito<\/span> fondamentale<\/span><\/span>\u00a0<\/span><\/h3>\n

Solo un anno fa, <\/span>chiedere a un vendor se avesse <\/span>integrato <\/span>l'AI agentica<\/span> nella propria <\/span>piattaforma<\/span> anzich\u00e9 proporla come una semplice funzionalit\u00e0 aggiuntiva <\/span>era una domanda<\/span> capace di fare la differenza<\/span>. <\/span>Oggi, <\/span>un'AI agentica in grado di <\/span>percepire, <\/span>ragiona<\/span>r<\/span>e, <\/span>agire <\/span>e <\/span>ottimizzare<\/span> \u00e8 ormai un <\/span>requisito fondamentale <\/span>per qualsiasi piattaforma <\/span>che voglia essere presa sul serio in questa categoria.<\/span> Per distinguersi, l'AI deve essere <\/span>incorporata nella piattaforma <\/span>a ogni livello <\/span>per <\/span>estrarre dati, connettere sistemi e persone <\/span>e promuovere l'automazione dei flussi di lavoro lungo l'<\/span>intero <\/span>customer <\/span>journey.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

L'orchestrazione e l'automazione dei flussi di lavoro sono i nuovi <\/span>fattori di differenziazione<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

Man mano che i vendor hanno integrato un numero sempre maggiore di funzionalit\u00e0 di AI agentica nelle loro piattaforme, <\/span>l'asticella della differenziazione si \u00e8 spostata <\/span><\/span> <\/span>alzandosi<\/span> di molto. <\/span>Non <\/span>ha alcuna<\/span> importanza quante siano le funzionalit\u00e0 di AI<\/span>presenti in <\/span>una piattaforma, se queste continuano a <\/span>operare<\/span> come soluzioni isolate e sconnesse. <\/span>Nelle<\/span> piattaforme che oggi si distinguono<\/span>, <\/span>le funzionalit\u00e0 di AI <\/span>native <\/span>operano in sinergia per <\/span>orchestrare <\/span>le esperienze di clienti e dipendenti<\/span> e generare analisi in tempo reale su tutti i <\/span>sistemi aziendali principali.<\/span> \u00c8<\/span> ben<\/span> pi\u00f9 di un semplice elenco ampliat<\/span>o di funzionalit\u00e0<\/span> di AI. <\/span>\u00c8<\/span> la base di un nuovo modello operativo per <\/span>l'<\/span>experience<\/span> economy<\/span>. <\/span>In prospettiva<\/span>, la scelta pi\u00f9 sicura sono le piattaforme che <\/span>orchestrano persone, AI<\/span>, dati e altri strumenti all'interno di un unico ecosistema coeso <\/span>per una customer experience end-to-end <\/span>.<\/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 October 2026, Drew Kraus Et Al.<\/p>\n

Gartner non promuove alcun vendor, prodotto o servizio descritto nelle sue pubblicazioni di ricerca e non consiglia agli utenti di tecnologia di selezionare esclusivamente i vendor con le valutazioni pi\u00f9 alte o altre designazioni. Le pubblicazioni di Gartner riflettono le opinioni dell'organizzazione di ricerca e di analisi tecnologica di Gartner e non devono essere interpretate come dichiarazioni di fatto. Gartner non fornisce alcuna garanzia, esplicita o implicita, in relazione alla presente ricerca, comprese quelle eventuali di commerciabilit\u00e0 o idoneit\u00e0 per uno scopo particolare.<\/p>\n

Gartner e Magic Quadrant sono marchi di Gartner, Inc. e\/o delle sue affiliate.<\/p>\n

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

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