Gartner research report

Critical Capabilities for Contact Centre as a Service

Genesys is recognised in the Critical Capabilities report — and received the highest use case scores for Agile Contact Centre, Customer Engagement Centre and Global Contact Centre

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Choose a customer experience (CX) solution provider that delivers the key capabilities your business needs for personalised engagements across regions — and can seamlessly scale to meet growing demands.

The Gartner® Critical Capabilities report provides customer service leaders with a list of contact centre solution providers to evaluate against their business needs. Genesys is proud to be ranked No. 1 in three of five Critical Capabilities Use Cases.

Genesys delivers a solution that empowers organisations globally to unlock real value by transforming disconnected interactions into seamless, connected customer experiences.

Download the full Gartner report and see why Genesys is ranked No. 1 in three out of five Critical Capabilities Use Cases. You’ll also get access to:

An evaluation of the ability of nine CCaaS providers to deliver across five Use Cases
Insights to identify the best fit providers for customer support operations
Key recommendations to streamline your contact centre buying process

Gartner, Critical Capabilities for Contact Centre as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024

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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.