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.

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