2018 Gartner Report:

Critical Capabilities for Contact Center Infrastructure, Worldwide

Get ready for AI with a scalable customer engagement center

With artificial intelligence (AI) gaining ground, the right contact center infrastructure (CCI) can be the critical business differentiator for long-term flexibility and scalability. Gartner Research looked at three use cases to evaluate CCI vendors, and Genesys received the highest use case scores (4.16 out of 5) for Customer Engagement Center in Gartner Critical Capabilities. In fact, Gartner has named Genesys a leader in Contact Center Infrastructure 23 times—and counting.*

Our deep integration with CRM systems and support for digital channels enables a single view of the customer that is essential for an organization’s success.

Read this report to learn:

  • 10 critical capabilities to improve your CCI decision-making process
  • 3 top use cases and why they matter
  • How different vendors scored across a variety of areas

Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and do not represent the views of Gartner or its affiliates.

* Gartner, “Magic Quadrant for Contact Center Infrastructure, Worldwide,” Drew Kraus, Steve Blood, Simon Harrison, 17 May 2018. The report was previously divided by region when it published in 2002, 2003, 2004, 2006 and 2007. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

** This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

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