Why Genesys Tops the Gartner CCaaS Magic Quadrant?

Published 31/03/22 under:

If you manage or operate a customer service centre, employee support centre, IT help desk, or any combination thereof, you’ll likely be familiar with the term contact centre as a service (CCaaS).

Did you know Genesys was recognised as a Top Leader in the 2024 CCaaS Magic Quadrant Again?

In Gartner’s 2024 CCaaS Magic Quadrant, Genesys stood out for its completeness of vision and ability to execute, landing it in the coveted top-right leadership position in execution.

Genesys provides a solution that helps organisations worldwide, across industries, by integrating key features like artificial intelligence (AI), end-to-end journey management, and workforce engagement management. It connects previously separate interactions into a seamless customer experience—all within a single interface.

The Genesys Cloud platform fully supports what Gartner identifies as the four critical pillars of world-class customer service:

• Omni-Channel Customer Engagement – Genesys provides a unified, seamless customer journey across voice, chat, email, SMS, and social — with intelligent self-service options built-in.
• Integrated Process Orchestration – No more disconnected systems. Genesys enables integrated workflows across marketing, sales, and support, ensuring a consistent CX throughout the customer lifecycle.
• Empowering resources – Improving productivity and morale, by empowering agents with full access to customer data and resolve cross border communication barriers enabling agents to resolve more problems faster.
• AI-Driven Insights and Automation – Turn every interaction into actionable intelligence. Genesys Cloud captures, analyses, and uses customer data to predict needs and deliver faster resolutions.

That means today’s customer service organisations using Genesys Cloud can fulfil their ambitions to consolidate multiple standalone environments ― lowering costs, improving the customer experience (CX) and moving forward with a single, strategic supplier.

Typically deployed as a managed service, CCaaS solutions based on Genesys Cloud offer supreme flexibility for suppliers. For example, omni-channel facilities can be offered for consumption on a per seat, per concurrent user, or transactional basis.

Why Genesys Is Set to Lead Again in 2025 (and Beyond)?

Driving Human + AI-Powered Contact Centre as Service for Customer Engagement

Genesys is doubling down on its mission to deliver seamless digital customer engagement by combining human support with AI automation. As more organisations prioritise contact centre digital transformation, Genesys Cloud enables scalable, flexible solutions powered by cloud agility and omni-channel customer service. A key evolution in 2025 is the integration of Unified Communications (UCaaS) with Contact Centre as a Service (CCaaS). This includes:

• Embedding video conferencing in customer interactions
• Enabling mid-conversation collaboration with subject matter experts
• Delivering unified workflows across chat, voice, email, and social channels These capabilities empower agents to resolve complex queries faster — while improving the overall customer experience (CX).

Supporting Remote and Hybrid Contact Centre Teams

• Deliver consistent customer context across channels
• Enable live performance monitoring and feedback
• Promote real-time access to training and knowledge updates. The result is a digitally integrated workforce that can deliver exceptional CX from anywhere.

Real-Time Language Translation in 110+ Languages

Scaling with Artificial Intelligence and Predictive Analytics

• AI-powered chatbots solutions that resolve common issues instantly
• Predictive analytics that forecast customer needs and optimise contact centre engagement
• Smart routing that connects the right agent or offer to each customer in real-time This approach reduces manual workload, improves agent morale, and drives higher conversion and retention rates. Intelligent automation means fewer agents can handle more — with better outcomes and lower operational costs.

That concludes our excerpts from the Genesys strategic playbook, which were featured in a recent webinar. Except to say Kerv shares another Genesys ambition, which is to move both prospects and existing customers to the cloud.

The Future of Contact Centres Is Now