Gartner® research report

Critical Capabilities for Contact Center as a Service

Choose the Agentic Orchestration Platform: Genesys named a Leader — and received the highest Use Case scores for Customer Engagement Center and Global Contact Center.

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The Gartner® Critical Capabilities report helps customer service leaders cut through the complexity, evaluating contact center solution providers across key Use Cases and capabilities to identify the platform best aligned to their business needs.

Genesys is proud to be recognized by Gartner, receiving the highest Use Case scores for Customer Engagement Center and Global Contact Center.

We believe this recognition underscores how Genesys orchestrates intent to outcome on shared customer context and delivers the enterprise capabilities organizations need to address today’s priorities while preparing for what’s next in AI and customer experience.

Download the full Gartner report and get access to:

  • An evaluation of 10 providers to deliver across five Use Cases
  • Insights on how to analyze a vendor’s ability to support a Global Contact Center
  • An informed vendor list to streamline your contact center buying process

 

 

Genesys is proud to be recognized with the highest scores in two of five Critical Capabilities Use Cases: Customer Engagement Center (4.02/5) and Global Contact Center (4.12/5).

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, 19 October 2026, Drew Kraus Et Al.

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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.