Gartner® research report

Critical Capabilities for Contact Center as a Service

Genesys is recognized in the Critical Capabilities report — and received the highest use case scores for High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center.

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The Gartner® Critical Capabilities report provides customer service leaders with a short list of contact center solution providers to evaluate against their business needs and the critical differentiators to consider when selecting the right platform.

Genesys is proud to be recognized with the highest scores in three of five of these critical differentiators, or Critical Capabilities Use Cases: High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center.

We believe this recognition underscores how Genesys delivers an AI-powered solution that empowers organizations globally to unlock real value by transforming disconnected interactions into seamless, AI-powered customer experiences.

Download the full Gartner report and get access to:

  • An evaluation of the ability of nine Contact Center as a Service providers to deliver across five use cases
  • Insights on how to analyze a vendor’s ability to support high-volume and global operations
  • A vendor short list to streamline your contact center buying process

 

Genesys is proud to be recognized with the highest scores in three of five Critical Capabilities Use Cases: High-Volume Customer Call Center (3.99/5), Customer Engagement Center (3.94/5) and Global Contact Center (4.13/5).

Gartner, Critical Capabilities for Contact Center as a Service, Jason Bridge, Drew Kraus, et al., 10 September 2025

Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, et al., 8 September 2025

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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.