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25 March 2025 Genesys Expands the Customer Engagement Continuum with Social Listening Genesys Cloud Social unlocks real-time insights from social media, fueling AI-driven, end-to-end, personalised customer experience orchestration London, 25 March 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced Genesys Cloud Social to help organisations use social media channels to learn more about their customers and engage with them in new ways. By adding broad public social media listening, the company expands the Genesys Cloud™ platform’s existing capabilities beyond direct messaging to unlock deeper understanding of consumer sentiment that can inform and enrich every interaction. Organisations can unify customer insights across voice, digital and social media channels, giving them more context and control to orchestrate proactive and personalised end-to-end customer experiences.  Social media channels have become an increasingly crucial and largely untapped opportunity for organisations to build relationships with their customers. According to a survey Genesys conducted in 2024, 52% of consumer respondents who have shared about a negative service interaction on social media say it was to prompt direct attention from the brand for help resolving their problem. Yet, many organisations manage social media engagement outside of the contact center and lack the infrastructure to bring this channel together with other modes of communication, resulting in siloed customer data and disconnected journeys.   With native social media listening and sentiment analysis now embedded in Genesys Cloud, organisations have new levels of visibility into what consumers are saying about them online and they gain the ability to interact, resolve issues and manage their reputations in real time. Numerous existing Genesys Cloud customers, including Almosafer and Sistecredito, recognize the positive impact that can come from the expanded social media capabilities now available as a result of the Genesys acquisition of Radarr Technologies last year.   Tapping into Social Media for a Dynamic View of Customers  Genesys Cloud Social captures public social media posts and mentions from popular social networks, such as Facebook and X, collecting insights from keywords, accounts and hashtags all in one place. Sentiment analysis through natural language processing across nearly 50 languages helps to identify and classify posts as positive, negative or neutral — enabling organizations to keep a pulse on their customers and brand’s reputation. Genesys Cloud then uses these social media insights, including consumer attitudinal, sentiment and interaction data, as a critical source for Genesys Cloud AI, fueling the platform’s 360-degree customer view to empower rich contextual engagement that drives loyalty and differentiation.  Genesys Cloud Social works seamlessly with Genesys Cloud AI to help organisations manage customer interactions on both public and private social media channels, enabling them to analyse data, automate tasks and summarise interactions. For consumer interactions that need a human touch, agents can reply via the same Genesys Cloud interface, routing and queue approach they use for other voice and digital interactions, enhancing efficiency and accelerating resolution.   “With Genesys Cloud Social, we’re expanding the customer journey beyond traditional engagement points, giving organisations more visibility into how consumers think and feel before they ever reach a contact center,” said Olivier Jouve, chief product officer at Genesys. “These real-time insights not only enrich customer interactions but also fuel Genesys Cloud AI, further strengthening our ability to help organizations personalise experiences at scale. This can be a game-changer for organisations looking to unify engagement, deepen customer relationships and differentiate their brands in an increasingly digital world.”  Genesys Cloud Social is now available with the AI Experience token model that allows organisations the flexibility to use AI to meet their evolving business needs. The new Genesys Cloud CX 4 package, which offers organisations more AI experience at the best value, includes 30 AI Experience tokens and Agent Copilot for each user and Journey Management for the contact center.  Genesys Cloud Social for Facebook and X will be generally available globally by the end of March 2025. Support for Instagram and Open Messaging, which will enable virtually any social channel — even if not natively supported — will follow soon after. For more information on Genesys Cloud Social, visit genesys.com.  About Genesys    Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations 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/en-gb Media Contacts Brands2Life Brands2Life@genesys.com Sarah Logan sarah.logan@genesys.com

03/13/2025 Genesys Research Finds Consumers Believe AI Will Improve Customer Experience and Businesses Are Rising to the Opportunity Nearly two-thirds of consumers surveyed see AI’s potential to increase the quality and speed of customer service SAN FRANCISCO, March 13, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience,” revealing critical insights into consumer expectations and the evolving priorities of customer experience (CX) leaders worldwide. Notably, nearly two-thirds (64%) of consumers surveyed believe AI will improve the quality and speed of customer experience over the next two to three years. The good news is that organisations are focusing on the integration of AI into their CX strategies to close the gaps between the experiences they’re delivering today, and the services consumers want. For today’s CX leaders, the potential for AI to transform how their organisations engage with customers is front and centre, demonstrated by the 42% who cited increasing the use of AI to improve experiences as a top priority in the survey. For many companies, AI has become so important, they’re investing a whopping 33% of their CX-related spend toward the technology in the coming year. Nearly half (46%) of CX leaders surveyed are investing in AI solutions like copilots and real-time coaching that can help improve the employee experience, which 26% of CX leaders consider critical to ensuring they meet their strategic CX goals. “Consumers are encouraged by the role AI can play in giving them better customer experiences,” said David Norrie, senior vice president at Genesys. “As organisations continue investing in automation and AI to boost efficiency, they can’t risk missing the bigger picture: Customers want companies to solve their problems quickly and with empathy. This report underscores the opportunity for organisations to use AI to improve their customer relationships through better understanding their customers and to provide faster, more memorable experiences regardless of the channel.” Failing to deliver on what consumers believe to be a good experience can have significant impact on an organisation’s bottom line: More than half (53%) of consumers surveyed said they will abandon a favorite brand after experiencing as few as two poor interactions. In fact, 30% of those surveyed admitted that they stopped doing business with a company in the last year after a bad experience. With 41% of CX leaders surveyed citing keeping pace with consumers’ rising expectations as their greatest challenge, harnessing AI to improve customer experiences is a business imperative. Other Key Findings: Customers’ Expectations Are Reasonable — Their Hold Times Are Not Regardless of the channel, 86% of consumers surveyed expect to connect with an agent within one to 10 minutes. Unfortunately, over 60% say they’ve waited 15 to 60-plus minutes in the past year. And organisations are underestimating the problem. CX leaders surveyed believe long wait times (10-plus minutes) occur only 10% of the time, illustrating a discrepancy between perception and reality. This suggests that organisations aren’t fully aware of the day-to-day customer experience and the frustrations long wait times cause. First-Contact Resolution Is More Important Than Ever Consumers surveyed ranked first-contact resolution as the most valued aspect of a service interaction, yet CX leaders surveyed ranked it ninth. This highlights a disconnect between customer expectations and business priorities. Only 32% of CX leaders surveyed say their organisations currently track first-contact resolution, despite its potential impact on customer satisfaction and retention. Implementing a measurement strategy for first-contact resolution is a crucial first step for organisations to better understand customer needs, identify service gaps and take meaningful action to improve the overall customer experience. Personalisation Drives Loyalty, but the “Privacy Paradox” Remains Seventy-seven percent of consumers surveyed are more likely to recommend a brand that consistently provides personalised service, and nearly three-quarters say they’d buy more from brands that do. Nearly 50% of consumers surveyed want agents to have access to their data to improve personalisation, with nearly 70% reporting they get irritated or frustrated when they don’t. This demonstrates consumers’ preference for personalisation and willingness to share data with the proper transparency and controls in place. Among the organisations that haven’t yet transitioned their CX capabilities fully into the cloud, 56% of CX leaders surveyed plan to do so within the next two years, recognising it as a vital step toward enabling AI-driven personalisation at scale. Customers Want Seamless Omnichannel Experience — But Organisations Are Lagging Ninety-seven percent of consumers surveyed prioritise seamless omnichannel experiences (e.g., communicating across social channels, chat, phone, etc.), and they expect the ability to transition effortlessly between channels without having to repeat themselves. Only 16% of CX leaders surveyed say their organisations provide fully integrated omnichannel experiences, despite 86% of CX leaders surveyed recognising the importance of this. This gap highlights a major opportunity for organisations to better align their investments with customer expectations to eliminate frustration.   To learn more about the insights, read the full report here.   Methodology: Genesys worked with an independent research firm to survey 5,157 consumers and 1,181 CX decision-makers in more than 16 countries. The survey was conducted in September and October of 2024. Among the business respondents, the industries represented were airlines, automotive, banking, government, healthcare, insurance, manufacturing, media and entertainment, professional services, retail, travel and hospitality, technology, telecommunications, and utilities. About Genesys  Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations 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. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media Contacts Carlee Wendell Carlee.wendell@genesys.com Method Communications genesys@methodcommunications.com 

17 March 2025 Genesys Unveils AI for Supervisors to Enhance Efficiency, Elevate Employee Performance, and Enrich Customer Experiences Expanded AI capabilities within Genesys Cloud provide supervisors with real-time insights, automation, and intelligent decision-making London, 17 March 2025 – Genesys®, a global leader in cloud-based AI-Powered Experience Orchestration, today announced a suite of AI capabilities within Genesys Cloud™, designed to empower supervisors. These innovations assist organisations in navigating the evolving landscape of work, both within and beyond the contact centre. As enterprises worldwide seek greater efficiency and scalability, Genesys is equipping them with automation and enhanced employee performance to drive superior customer experiences, heightened operational productivity, and increased business impact. With Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, organisations can automate routine tasks, equipping managers with the tools and insights necessary to accelerate workflows, enhance work quality, and increase overall effectiveness. These capabilities provide supervisors with real-time support to analyse data, train employees, oversee processes, and manage critical business operations. Genesys estimates that these AI capabilities for supervisors could facilitate a 40% reduction in quality evaluation time, a 25% decrease in multilingual evaluations, and a 38% reduction in administrative costs associated with quality management, presenting an opportunity for substantial operational gains. According to a recent Genesys report, 46% of customer experience (CX) leaders surveyed said that improving the employee experience through AI technology like copilots is an initiative they plan to implement within the next two years. eir, Ireland’s largest telecommunications company, is already driving ROI from this technology.  “Genesys Cloud has enhanced our customer engagement, with AI capabilities like Copilots for agents playing a key role in helping us improve efficiency and service quality. The result of our AI transformation with Genesys Cloud: a 63% boost in our customer effort score, a 60-second drop in handle time, a 5% rise in sales conversations, and our multi-year partnership projected to bring significant added value over three years,” said John Connors, director of business transformation at eir. "Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences."  Enhancing Performance with Supervisor Copilot Supervisor Copilot, the latest addition to the Genesys Cloud Copilot suite, builds upon last year’s launch of Genesys Cloud Agent Copilot, designed to optimise contact centre operations. These AI-powered copilots reduce manual workloads, uncover insights, and drive improved business outcomes. Acting as a trusted aide to managers, Supervisor Copilot delivers prescriptive support for quality assurance, compliance, and coaching. Powered by generative AI, it automatically summarises interactions, enabling supervisors to efficiently review and make well-informed decisions. With advanced quality and conversational intelligence, Supervisor Copilot enhances compliance and effectiveness across both human- and AI-led interactions, providing context, identifying issues, and uncovering opportunities for customer experience improvements. Automating Tasks for Greater Productivity with Virtual Supervisor Leveraging large language models, Virtual Supervisor enables managers to automatically populate evaluation templates from an interaction, thereby saving time, improving efficiency, and ensuring a more comprehensive review process. This automation provides managers with deeper visibility into agent performance, behaviours, and skills, offering structured insights to support strategic decision-making. Managers can customise the level of automation and oversight, determining the assessment criteria and whether to accept recommendations, ensuring that Virtual Supervisor aligns with organisational policies, regulatory requirements, and operational objectives. This empowers managers to go beyond traditional quality control, fostering performance improvements at scale. Available as optional configurations within Genesys Cloud, organisations may begin utilising Supervisor Copilot and Virtual Supervisor immediately. These capabilities seamlessly integrate with Genesys Cloud’s native offerings, including conversational AI, event data, and journey management, to deliver a more contextual customer engagement experience. By continuously sharing data across human- and AI-led interactions, these innovations not only operate independently but also improve collectively over time, delivering greater business value. Genesys Cloud AI for Supervisors: Capabilities in Action Genesys Cloud AI for Supervisors is already driving tangible benefits across various applications, with more functionalities on the horizon. Some examples of how organisations can leverage these capabilities include: AI translation: Supervisors need not be multilingual to make an impact. AI translates interaction details, including full transcriptions and summaries, across more than 70 languages, facilitating seamless analysis and rich contextual insights. AI summary: AI automatically converts conversational data into clear, concise, and actionable summaries, capturing key points and essential insights from both customers and agents. This streamlines interaction reviews, reduces processing time, and facilitates faster, more informed decision-making. AI scoring: AI-driven scoring automates quality evaluations, providing faster, more consistent, and less biased assessments. AI analyses every interaction, flagging those requiring attention and eliminating the inefficiencies of manual sampling, thus improving supervisory efficiency and performance outcomes. "As organisations embrace the future of AI, Genesys Cloud is empowering them to remain at the forefront by augmenting human potential with deeper insights and automation," said Olivier Jouve, Chief Product Officer at Genesys. "Through our AI-driven suite for supervisors, we are redefining customer experience delivery and workplace productivity. With real-time intelligence and enhanced efficiency, organisations gain both macro-level strategic oversight and micro-level precision, accelerating business value and operational excellence at scale." Flexible AI Pricing for Scalable Growth Genesys Cloud AI for Supervisors features a flexible AI token pricing model, enabling organisations to scale and adapt usage dynamically. This structure facilitates rapid user onboarding and feature implementation while allowing businesses to allocate tokens efficiently in response to evolving operational needs, ensuring optimal cost management and performance. For further information on Genesys Cloud AI for Supervisors, please visit the Genesys blog. 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.  © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.  Media Contacts Brands2Life Brands2Life@genesys.com Marielle Sedin  Marielle.Sedin@genesys.com    i Estimates are based on existing Genesys Cloud Copilot functionalities, which are the foundation for these supervisor functionalities; benchmarks of current workload these functionalities can alleviate; and the average cost and time required for the manual processes of these activities, depending on the quantity of supervisors (two supervisors) and interaction volume, plus best practices for mandatory evaluations (five interactions per agent per month). 

12 December 2024 Organisations Continue to Choose Genesys Cloud AI to Transform Customer and Employee Experiences in the Third Quarter of Fiscal Year 2025  Genesys momentum fueled by increased customer demand for AI capabilities  SAN FRANCISCO, 12 December 2024 —  Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced that the Genesys Cloud™ platform reached nearly $1.8 billion annual recurring revenue (ARR)i during the third quarter of its fiscal year 2025 (Aug. 1 – Oct. 31, 2024). With more than 40% year-over-year growth, Genesys Cloud ARR grew at an accelerated rate from the second quarter of fiscal year 2025. Genesys Cloud net revenue retention (NRR)ii surpassed 120% for the 11th quarter in a row, demonstrating continued expansion by existing customers. Genesys Cloud AI represented more than 10% of the platform’s new business during the first nine months of fiscal year 2025, as organisations seek to harness the power of the Genesys Cloud platform to transform customer and employee experiences.     The customer experience (CX) industry is undergoing a significant period of transformation, as organisations shift to the cloud to take advantage of its flexibility, resilience and ease of innovation. This transformation comes as organisations grapple with a future driven by AI, where success is dictated by their ability to rapidly evolve, scale and tailor differentiated experiences built around the changing needs of their customers and business. With Genesys Cloud AI, organisations can move beyond automation and orchestrate experiences that reshape customer and employee engagement.   More than 6,000 organisations have turned to Genesys Cloud to elevate their customer and employee experiences to new heights, including AAA Life Insurance Company, Bradesco Seguros, Enablx, ESPN, Greenpeace Africa, IBEX, Indiana University Health, MAF Carrefour, Michigan State University, Pizza Pizza, Raízen, Vitamin Shoppe, Vodafone Greece and more.  As consumers increasingly expect to interact with brands seamlessly across channels, the number of Genesys Cloud customers during the third quarter using native digital bots increased nearly 90% year-over-year, while the quantity of native digital bot conversations increased 4X year-over-year. Additionally, the amount of Genesys Cloud Agent Copilot summaries generated during the third quarter increased more than 20X year-over-year with organisations seeking to enable their employees with generative AI-based tools to drive efficiency and performance.  Highlighted customer stories include:  ESPN Fan Support addresses tens of thousands of calls every month from fans eager to access live sports and play the fantasy games they enjoy. The reliability of service is paramount to supporting the high volume of contacts the organisation receives every day. Genesys Cloud provides the network needed to care for all ESPN fans, at the speed of live.    Butterball, the best known and most lovediii brand of turkey in the US, is committed to helping people pass love on. Its iconic Turkey Talk-Line uses the Genesys Cloud CX® solution to provide seamless support for Thanksgiving holiday hosts. With features like advanced analytics, CRM integration and callback options, Butterball delivers a faster and more responsive experience, empowering its experts to make each interaction smoother and more satisfying.   IONOS Group, a leading global web hosting company, uses Genesys Cloud Predictive Engagement to drive a 68% improvement in sales conversions through chat, resulting in a 29% increase in revenue per visit. Additionally, with the tailored and targeted engagement capabilities of the solution, IONOS increased efficiency by reducing the overall number of chat pop-ups by 60%.   Siam Commercial Bank (SCB), the first commercial bank in Thailand, has significantly enhanced its customer experience by implementing Genesys Cloud CX. By leveraging Genesys, SCB has realised ROI from optimised operations and improved service-level tracking, achieving a 50% reduction in repeat calls, a 25% drop in average wait time and a 3% cut in handling time per agent. These advancements have bolstered customer satisfaction and solidified the bank’s position as a leader in Thailand’s banking industry.   Narayana Health, one of India’s leading healthcare providers, revolutionised its patient experience by deploying Genesys Cloud. With over 50,000 calls daily, this unified solution has enabled Narayana Health to reduce its average handle time by 15%, provide faster response times and enhance scalability to meet evolving patient needs. Using Genesys, Narayana Health has streamlined workflows; improved operational efficiency; and continues to deliver personalised, high-quality care to over 4.2 million patients annually.    eir, the largest telecom provider in Ireland, is elevating customer and agent experiences by deploying Genesys Agent Copilot. Through features like knowledge article recommendations, generative AI call note summarisation and wrap-code predictions, eir has successfully reduced average handle time by over a minute and shortened agent training and onboarding periods.  Swisscom AG, Switzerland’s foremost ICT leader, has successfully implemented Genesys Cloud as part of the initial phase of its customer experience transformation. With teams now live on voice, web messaging, email, agent assist, work automation and workforce management capabilities, the company continues to demonstrate its commitment to fostering empathy and innovation in customer and employee interactions.  Prvidr, a leading Australian Customer Lifecycle Management Platform, empowers businesses to launch, monetise and scale dynamic subscription experiences with a streamlined all-in-one subscription management platform. Prvidr uses Genesys Cloud CX and has reduced costs to serve by 40% while increasing its average Net Promoter Score from 25 to 55.  Industry Recognition   Genesys continues to receive significant industry recognition, including:    Genesys was recognised as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service, positioned highest for its Ability to Execute. This makes Genesys a 10-time Magic Quadrant Leader.iv  Genesys was also recognised in the Gartner Critical Capabilities Report, where the company is the highest-ranked vendor in three of five Use Cases. Genesys received the highest scores for Customer Engagement Center (4.04/5), Agile Contact Center (3.97/5) and Global Contact Center (4.14/5). The company received the second highest scores in the remaining two, High-Volume Customer Call Center (3.95/5) and Digital Customer Service Center (3.83/5). Genesys attributes its recognition across all five Use Cases to its ability in meeting the diverse needs of organisations, regardless of size, complexity or geography.v  Genesys has been positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment.vi The report noted, “Genesys’ customers appreciated the ability to manage and leverage a wide set of customer data in one place via the Genesys Cloud CX platform, as well as the ease of integration and ease of use of its omni-channel capabilities. The company is using its recent acquisition of Radarr to further unify and personalise customer journeys by combining Radarr’s social listening, analytics, and consumer engagement technologies with existing Genesys Cloud CX platform capabilities.”   For the second consecutive year, Genesys was recognised by Amazon Web Services (AWS) as Customer Experience Partner of the Year (Technology). The award recognises leaders around the globe that are playing key roles in helping their customers drive innovation and build solutions on AWS.   Genesys Cloud CX earned a 2025 Buyer’s Choice Award from TrustRadius, a trusted buyer intelligence platform for business technology.   G2, a trusted and influential marketplace for software buyers, sellers and service providers, recognized Genesys in multiple areas, including as a Top 50 AI Products; a Top 50 Contact Center Service Provider; a leader for Contact Center across America, APAC, LATAM and EMEA; Best of for Relationship and Usability; and as Most Likely to Be Recommended by Users across segments.  Genesys was recognized as a Great Place to Work® across 14 countries in 2024, with approximately 90% of its employees surveyed believing the company to be a great place to work.    About Genesys  Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations 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.  © 2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.  Media Contacts  Janelle Dickerson Janelle.Dickerson@Genesys.com  Method Communications Genesys@Methodcommunications.com  i Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four  ii Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period  iii Source: 2023 Kantar Brand Tracking Oct 2023 n=351  iv Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024  v Gartner, Critical Capabilities for Contact Center as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024  Gartner Disclaimer 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, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.  vi IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc #US52047824, December 2024