Gartner® research report

Critical capabilities for Contact Center as a Service

Genesys has received the highest Use Case scores for
High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center

Choose a customer experience (CX) solution provider that can deliver the key capabilities your business needs to meet volume demands, deliver personalized customer service at scale and support engagements across all touchpoints.

The Gartner® Critical Capabilities report provides customer service leaders with a shortlist of contact center solution providers to evaluate.

Genesys is proud to be ranked No. 1 in three out of five Critical Capabilities Use Cases — delivering the all-in-one solution that enables organisations worldwide to transform siloed interactions into connected customer engagements.

Download the full Gartner report and see why Genesys is ranked No. 1 in three out of five Critical Capabilities Use Cases. We believe you’ll also get:

  • Details on how Gartner evaluates each provider’s ability to deliver across 5 Use Cases
  • Essential insights in analyzing a vendor’s cloud migration transition framework
  • Key recommendations to guide your decision-making process


Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7 August 2023

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

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.