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Genesys Cloud is the AI-Powered Experience Orchestration platform used by some of the largest companies in the world. 

Transform customer and employee experiences with Genesys Cloud CX

94%

average response rates

90%

first-call resolution

20%

boost in agent productivity

Global report: Customer experience in the age of AI

Move beyond the hype and explore how AI can work for your organization, employees and customers.

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Analysts weigh in

Genesys Cloud is a Magic Quadrant Leader. Get the comprehensive reports.

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2024 Gartner® Magic Quadrant™ for Contact Center as a Service

Trusted by experts. Powered by results.

Genesys named a Leader for the 10th consecutive year — and positioned highest in execution

* 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 and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Source: Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024

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.

Analysts weigh in

The Forrester Wave™️: Contact Center as a Service (CCaaS), Q1 2023

The Forrester report names Genesys a leader in Contact Center as a Service solutions in 2023 and noted its:

  • Highest scores possible in the criteria of AI architecture, workforce optimization, customer self-service— and 11 other criteria.
  • “Wide-ranging set of product capabilities and a go-to-market engine that successfully sells around the world”
  • “Impressive breadth of functionality, with powerful customer journey analytics from its acquisition of Pointillist and comprehensive suite of WFO capabilities”

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