Critical Capabilities for Contact Centre as a Service

Genesys is recognised in the Critical Capabilities report — and received the highest use case scores for High-Volume Customer Call Centre, Customer Engagement Centre and Global Contact Centre.

The Gartner® Critical Capabilities report provides customer service leaders with a short list of contact centre solution providers to evaluate against their business needs and the critical differentiators to consider when selecting the right platform.

Genesys is proud to be recognised with the highest scores in three of five of these critical differentiators, or Critical Capabilities Use Cases: High-Volume Customer Call Centre, Customer Engagement Centre and Global Contact Centre.

We believe this recognition underscores how Genesys provides an AI-powered solution that empowers organisations globally to unlock real value by transforming disconnected interactions into seamless, AI-powered customer experiences.

Download the full Gartner report and gain access to:

An evaluation of the ability of nine Contact centre as a Service providers to deliver across five use cases
Insights on how to analyse a vendor’s ability to support high-volume and global operations
A vendor short list to streamline your contact centre buying process

Genesys is proud to be recognised with the highest scores in three of five Critical Capabilities Use Cases: High-Volume Customer Call Centre (3.99/5), Customer Engagement Centre(3.94/5) and Global Contact Centre (4.13/5).

Gartner, Critical Capabilities for Contact Centre as a Service, Jason Bridge, Drew Kraus, et al., 10 September 2025

Source: Gartner, Magic Quadrant for Contact Centre as a Service, Drew Kraus, Jason Bridge, et al., 8 September 2025

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Gartner does not endorse any vendor, product or service shown in its research publications, and does not advise technology users to choose 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, regarding this research, including any warranties of merchantability or suitability for a specific purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be assessed in the context of the entire document. The Gartner document is available upon request from Genesys.

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