{"id":650212,"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":"2026-10-26T01:41:40","modified_gmt":"2026-10-26T08:41:40","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\/pt-br\/blog\/post\/genesys-named-a-leader-in-the-2026-gartner-magic-quadranttm-for-ccaas-12-years-running","title":{"rendered":"Genesys \u00e9 nomeada L\u00edder no Gartner\u00ae Magic Quadrant\u2122 de 2026 para CCaaS \u2013 12 anos consecutivos"},"content":{"rendered":"

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

E mais: como a Genesys <\/span>foi classificada em cinco casos de uso essenciais de CX<\/span><\/span>\u00a0<\/span><\/h3>\n

Pelo 12\u00ba ano consecutivo, a Gartner reconheceu a Genesys como L\u00edder no Magic Quadrant para Contact Center as a Service (CCaaS). Veja o que mudou no mercado este ano e por que a Genesys foi reconhecida como L\u00edder mais uma vez. <\/span>\u00a0<\/span><\/p>\n

Quando olhamos para 2018, ano em que a Genesys foi reconhecida como L\u00edder pela primeira vez, percebemos como o cen\u00e1rio das centrais de atendimento era diferente. O foco estava no atendimento omnichannel e na migra\u00e7\u00e3o para a nuvem. Depois veio o engajamento digital-first e a automa\u00e7\u00e3o b\u00e1sica. A IA entrou em cena com previs\u00f5es e melhor roteamento. Em seguida, surgiu a IA conversacional para tornar as experi\u00eancias automatizadas mais humanas. A economia da experi\u00eancia evoluiu ao longo dos \u00faltimos doze anos. E o mesmo aconteceu com a tecnologia que a impulsiona. <\/span>\u00a0<\/span><\/p>\n

Avan\u00e7ando para os dias de hoje, essa evolu\u00e7\u00e3o est\u00e1 dando um salto gigantesco. A IA Ag\u00eantica possibilitou um novo modelo para a economia da experi\u00eancia, no qual agentes de IA aut\u00f4nomos orquestram toda a jornada do cliente, do primeiro contato at\u00e9 a resolu\u00e7\u00e3o. Eles atendem os clientes diretamente, d\u00e3o suporte em tempo real \u00e0s equipes de experi\u00eancia do cliente, iniciam e concluem fluxos de trabalho e coletam novas informa\u00e7\u00f5es estrat\u00e9gicas para a empresa. <\/span>\u00a0<\/span><\/p>\n

Ao longo dos \u00faltimos 12 anos, em meio a sucessivas ondas de inova\u00e7\u00e3o, a Genesys foi nomeada L\u00edder mais uma vez. Essa \u00e9 uma coisa que n\u00e3o mudou.<\/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

A IA ag\u00eantica agora \u00e9 <\/span>um<\/span> requisito<\/span> b\u00e1sico<\/span><\/span>\u00a0<\/span><\/h3>\n

H\u00e1 apenas um ano, <\/span>perguntar a um fornecedor se ele havia <\/span>incorporado <\/span>IA<\/span> ag\u00eantica \u00e0 sua <\/span>plataforma<\/span> de forma nativa e n\u00e3o como um simples recurso adicional <\/span>era uma pergunta<\/span> diferenciadora \u00fatil<\/span>. <\/span>Hoje, <\/span>uma IA ag\u00eantica capaz de <\/span>perceber, <\/span>raciocinar<\/span><\/span>, <\/span>agir <\/span>e <\/span>otimizar<\/span> \u00e9 agora um <\/span>requisito b\u00e1sico <\/span>para que qualquer plataforma <\/span>seja levada a s\u00e9rio nessa categoria.<\/span> Para se destacar, a IA precisa estar <\/span>integrada \u00e0 plataforma <\/span>em todos os n\u00edveis <\/span>para <\/span>explorar dados, conectar sistemas e pessoas <\/span>e impulsionar a automa\u00e7\u00e3o de fluxos de trabalho em <\/span>toda <\/span>a jornada do <\/span>cliente.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Orquestra\u00e7\u00e3o e automa\u00e7\u00e3o de fluxos de trabalho s\u00e3o os novos <\/span>diferenciais<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

\u00c0 medida que os fornecedores incorporaram mais recursos de IA aut\u00f4noma em suas plataformas, <\/span>o patamar de diferencia\u00e7\u00e3o mudou <\/span>, <\/span> e <\/span>ficou<\/span> muito mais alto. <\/span>N\u00e3o <\/span>importa<\/span> quantos recursos de IA <\/span>uma <\/span>plataforma oferece se eles continuarem <\/span>operando<\/span> como solu\u00e7\u00f5es pontuais desconectadas. <\/span>Nas<\/span> plataformas que se destacam hoje<\/span>, <\/span>os recursos nativos <\/span>de IA <\/span>trabalham juntos para <\/span>orquestrar <\/span>as experi\u00eancias de clientes e funcion\u00e1rios<\/span> e gerar an\u00e1lises em tempo real nos <\/span>principais sistemas de neg\u00f3cios.<\/span> Isso<\/span> \u00e9<\/span> mais do que uma lista ampliada<\/span> de recursos<\/span> de IA. <\/span>\u00c9<\/span> a base de um novo modelo operacional para <\/span>a <\/span>economia<\/span> da experi\u00eancia<\/span>. <\/span>Daqui para frente<\/span>, as plataformas que <\/span>orquestram pessoas, IA<\/span>, dados e outras ferramentas como um ecossistema \u00fanico e coeso <\/span>para uma experi\u00eancia do cliente de ponta a ponta <\/span>s\u00e3o as escolhas mais certeiras.<\/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 outubro de 2026, Drew Kraus et al.<\/p>\n

A Gartner n\u00e3o endossa nenhuma empresa, fornecedor, produto ou servi\u00e7o mencionado em suas publica\u00e7\u00f5es e n\u00e3o orienta os usu\u00e1rios de tecnologia a selecionar apenas fornecedores com as classifica\u00e7\u00f5es mais altas ou outras designa\u00e7\u00f5es. As publica\u00e7\u00f5es da Gartner refletem as opini\u00f5es da sua organiza\u00e7\u00e3o de insights de neg\u00f3cios e tecnologia e n\u00e3o devem ser interpretadas como declara\u00e7\u00f5es de fato A Gartner se exime de quaisquer garantias, expressas ou impl\u00edcitas, em rela\u00e7\u00e3o a esta publica\u00e7\u00e3o, incluindo, sem limita\u00e7\u00e3o, garantias de comercializa\u00e7\u00e3o ou adequa\u00e7\u00e3o a um prop\u00f3sito espec\u00edfico.<\/p>\n

Gartner e Magic Quadrant s\u00e3o marcas registradas da Gartner, Inc. e ou de suas afiliadas. <\/p>\n

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

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””] E mais: como a Genesys foi classificada em cinco casos de uso essenciais de CX\u00a0 Pelo 12\u00ba ano consecutivo, a Gartner reconheceu a Genesys como L\u00edder no Magic Quadrant para Contact Center as a Service (CCaaS). Veja o que mudou no mercado este ano e por que a Genesys foi reconhecida como […]<\/p>\n","protected":false},"author":1155,"featured_media":647526,"template":"","tax_priority":[54],"tax_blogtype":[17754],"tax_blogcategory":[15941,15965,18476],"tax_contenttheme":[14856],"tax_bundle":[],"tax_contenttheme2":[16179],"tax_capability_sitewide":[16239,16208,16317],"tax_products_programs":[16488,17539],"tax_buying_job":[16623,16662],"tax_buyer_persona":[16877,16910,18586],"tax_sector":[17043,16945,16985,17019,16958,17057],"tax_segment":[17097,17107,17140],"class_list":["post-650212","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-pt-br","tax_blogcategory-ai-and-machine-learning-pt-br","tax_blogcategory-announcements-pt-br","tax_blogcategory-experience-orchestration-pt-br","tax_contenttheme-melhore-a-experiencia-do-cliente","tax_contenttheme2-level-up-your-technology-pt-br","tax_capability_sitewide-analytics-and-reporting-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_capability_sitewide-integrations-pt-br","tax_products_programs-genesys-ai-pt-br","tax_products_programs-genesys-cloud-cx-pt-br","tax_buying_job-job-1-problem-identification-pt-br","tax_buying_job-job-2-solution-exploration-pt-br","tax_buyer_persona-business-pt-br","tax_buyer_persona-technical-pt-br","tax_buyer_persona-tecnica","tax_sector-retail-pt-br","tax_sector-financial-pt-br","tax_sector-industrial-pt-br","tax_sector-public-pt-br","tax_sector-healthcare-pt-br","tax_sector-technology-pt-br","tax_segment-enterprise-pt-br","tax_segment-midsized-pt-br","tax_segment-smb-pt-br","tax_content_type-blog-pt-br"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog\/650212","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/1155"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog\/650212\/revisions"}],"predecessor-version":[{"id":650231,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog\/650212\/revisions\/650231"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media\/647526"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=650212"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_priority?post=650212"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_blogtype?post=650212"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_blogcategory?post=650212"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme?post=650212"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_bundle?post=650212"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme2?post=650212"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_capability_sitewide?post=650212"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_products_programs?post=650212"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buying_job?post=650212"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buyer_persona?post=650212"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_sector?post=650212"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_segment?post=650212"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}