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Using artificial intelligence (AI) effectively will be the differentiator on which business is gained or lost. Today, businesses face increasing pressure to maximise ROI and focus their AI strategies to deliver immediate impacts. A recent Genesys study confirmed this urgency, with more than 50% of customer experience (CX) leaders surveyed agreeing that adopting AI is paramount to improving customer loyalty, boosting financial outcomes and outpacing the competition in the next five years.
The right AI solution can transform how businesses interact with customers, streamline processes, and ultimately deliver more personalised and seamless customer journeys. With AI becoming such a crucial factor in business success, executing an AI strategy that delivers measurable results is now a top priority for many organisations.
We feel the 2024 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) and 2024 Gartner Critical Capabilities reports can be valuable tools for organisations looking to refine their AI strategies.
The Magic Quadrant evaluates various providers in the contact centre space based on their Completeness of Vision and Ability to Execute, helping organisations identify the platforms that will best meet their needs. The Critical Capabilities research complements the Magic Quadrant to offer deeper insights into a vendor’s products and services.
Genesys was recognised for the 10th consecutive year as a Leader in the Magic Quadrant and placed highest in Ability to Execute. Additionally, Genesys was positioned highest in three of five Use Cases in the Gartner Critical Capabilities Report.
We attribute all our recognitions from Gartner to Genesys Cloud, our AI-Powered Experience Orchestration platform. The Genesys Cloud™ platform equips organisations to deliver personalised, end-to-end customer experiences and improve efficiency by helping them more easily connect channels, data, systems and teams in the contact centre and beyond.
Here’s how you can leverage insights from each report to shape your AI plan and deliver impactful customer experiences.
Evaluate Industry Leaders for AI Innovation and Execution
A core consideration for organisations today is choosing a vendor that understands AI’s evolving role in CX.
1Leaders are best described as suppliers with strong support for a wide breadth of customer service capabilities, and an ability to serve multinational organisations with local sales and support organisations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.
Genesys Cloud AI provides a comprehensive foundation for organisations at every stage of their AI journey. For businesses just beginning to integrate AI, the Genesys Cloud platform offers expansive solutions to support an effortless adoption process. Meanwhile, those looking to push the boundaries of CX can innovate and design tailored AI-driven experiences.
Genesys Cloud AI seamlessly integrates advanced technologies like copilots, virtual agents, journey analytics automation, augmentation and personalisation to create a unified, powerful platform that can enhance both customer and business outcomes. When AI solutions work together, the result is a fully orchestrated experience where each interaction is optimised for personalisation, context and accuracy. This interconnected approach elevates performance and prepares businesses to meet evolving customer expectations and industry demands with agility.
Match AI Capabilities to Your Use Cases
Every business has specific needs when it comes to implementing AI. The Gartner Critical Capabilities report evaluates vendors based on specific Use Cases. We feel this allows businesses to align their AI strategy with the vendors that perform best in the areas most relevant to them.
Genesys was ranked highest by Gartner in three of five Use Cases: Customer Engagement Centre, Agile Contact Centre and Global Contact Centre.
In the company’s view, this reinforces our ability to empower businesses with innovative solutions that personalise customer interactions in real time across multiple channels; quickly adapt to evolving customer needs; and enable rapid scalability for organisations regardless of size, complexity or geography.
Genesys ensures businesses can deploy AI at scale across different regions, standardising operations while also localising experiences based on customer preferences and regulatory requirements. We believe our leadership position across these Use Cases positions Genesys as a vital partner for organisations aiming to harness AI and drive seamless, intelligent and highly personalised customer experiences.
Focus on Scalability and Modernisation
As AI becomes more central to business operations, the need for platforms that are scalable, secure and innovative is essential. Whether you’re a mid-sized company or a large multinational enterprise, investing in a solution that can advance with your needs ensures your AI roadmap will remain future-proof.
The Magic Quadrant also provides a forward-looking view of the contact centre industry, helping organisations plan for the future. As AI continues to evolve, vendors are expected to innovate and push the boundaries of what’s possible in customer experience. By aligning your AI strategy with a platform from a proven Leader, you can ensure that your investment will continue to deliver value as innovations emerge.
Making the Magic Quadrant Work for You
The 2024 Gartner Magic Quadrant for Contact Centre as a Service and Critical Capabilities reports offer valuable insights into recognised vendors in the contact centre space, helping organisations make informed decisions about their AI blueprint.
For 10 straight years, Genesys was named a Leader in this report. With the AI-Powered Experience Orchestration capabilities of Genesys Cloud, you can drive results, build loyalty and stay ahead of the competition — where you belong.
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 organisation 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.
