Forrester research report
Genesys recognised as a Leader — and cited for its ability to deliver a modern, highly scalable platform with advanced AI capabilities
With rising pressure to prove ROI, businesses are prioritising artificial intelligence (AI) strategies that drive immediate, measurable results. In a 2024 Genesys study, more than 50% of customer experience (CX) leaders surveyed believe that adopting AI will improve customer loyalty and boost financial outcomes in the next five years.
The right AI solution can transform how businesses interact with customers, streamline processes and deliver more personalised, seamless customer journeys.
The 2025 Forrester Wave™ for Contact Centre as a Service is a valuable resource for organisations looking for ways to leverage AI and align technology with their long-term CX strategy. It evaluates 10 providers based on key criteria — including AI architecture — helping businesses identify the platforms best suited for their needs.
Genesys was recognised by Forrester as a Leader and cited for delivering advanced AI capabilities, powerful tools for agents and an architecture that can improve contact centre performance.
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The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
