Critical capabilities for Contact Center as a Service

Genesys is among the top ranked vendors in the 2021 Critical Capabilities for CCaaS in the North America and Western Europe use cases

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Not all CCaaS solutions are created equal. Leading solutions integrate new digital channels, empower and engage employees through robust workforce engagement and scale to support multiregional service.

The 2021 Gartner® CCaaS Magic Quadrant™ and Critical Capabilities report offers an in-depth evaluation of vendors’ ability to deliver critical capabilities. We believe it’s a valuable resource to help you navigate the CCaaS marketplace.

Download the full report to get:

  • Gartner’s evaluation of CCaaS offerings from 12 different providers
  • Gartner’s take on each provider’s ability to deliver 11 critical capabilities
  • Key recommendations to guide your decision-making process
  • Tips on where to focus if you’re transitioning off legacy contact center platforms

Gartner, Critical capabilities for Contact Center as a Service, Steve Blood, Pri Rathnayake, Drew Kraus, 9, August, 2021.

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.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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