Genesys Ranked as a Leader in Cloud Contact Center Report by Top Analyst Firm

SAN FRANCISCO, April 10, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it was recognized as a Leader in The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025. The Genesys Cloud™ platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria.

Forrester evaluated the 10 top CCaaS providers, including Genesys, on strategy and current offering. The report states, “Genesys has a market-leading vision to provide a broad AI-powered experience orchestration platform” and “Genesys Cloud CX is a best fit for brands that want a modern, highly scalable platform with advanced AI capabilities.”

“We believe our recognition as a Leader by Forrester reflects the strength of our innovative AI strategy and the breadth of our platform’s capabilities,” said Olivier Jouve, chief product officer at Genesys. “With advanced AI at the core of our platform, Genesys is empowering organizations to orchestrate smarter, more connected and personalized customer and employee experiences that drive loyalty in the contact center and beyond.”

In an AI-driven future, success hinges on the ability to scale and deliver tailored experiences that meet evolving customer and business needs. As of January 31, 2025, more than 45% of Genesys Cloud customers were using at least one Genesys Cloud AI capability to enhance customer interactions and drive operational efficiency.

According to the report, “Genesys is above par in orchestrating and managing advanced AI capabilities such as genAI and LLMs. Its broad platform includes top-notch tools for agents and supervisors, including workforce management and quality management capabilities. The Genesys Cloud architecture is flexible, reliable, and scalable, which improves the performance of large global contact centers.”

The Forrester Wave evaluation assesses the top vendors in the market and requires analysts to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos and/or discussions with client references.

See the Forrester Wave graphic and access your complimentary copy of The Forrester Wave™: Contact-Center-As-A-Service, Q2 2025.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

About Genesys  

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

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Media Contact 

Lauren Baca, Genesys
lauren.baca@genesys.com