Genesys®, a global leader in omnichannel customer experience and contact center solutions, has been named a Leader in the 2017 Gartner Magic Quadrant for Contact Center as a Service, North America1. Genesys placed furthest overall in “completeness of vision” in the report the same positioning it also received in the Magic Quadrant for Contact Center Infrastructure, Worldwide2 published earlier this year. Genesys is the only company named a Leader in both reports.
Download the 2017 Gartner Magic Quadrant for Contact Center as a Service, North America and Magic Quadrant for Contact Center Infrastructure, Worldwide reports.
“We believe our position as a Leader in both Magic Quadrant reports is a testament to our ongoing commitment to provide both cloud and on-premises solutions that power exceptional customer experiences around the globe,” said Merijn te Booij, chief marketing officer, Genesys. “As the contact center landscape continues to evolve, we are laser-focused on helping organizations of all sizes deliver the fast, connected and insights-driven interactions their customers now expect.”
Driven by cutting-edge advancements, Genesys delivers the only best-in-class customer experience cloud with global universal routing and customer reach. In fact, on average, the company sells and installs a new cloud customer every business day. With its modern user experience, cost-effective connectivity options and advanced omnichannel and employee engagement features, Genesys continues to lead the market in cloud contact center innovation.
The 2017 Magic Quadrant for Contact Center as a Service, North America, evaluated 11 different CCaaS vendors on completeness of vision and ability to execute. Gartner then positions companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders. Gartner defines Leaders in this Magic Quadrant as companies that are best described as suppliers with a strong multichannel product and service capability that have already amassed a large installed base of large and small customers. Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration with a variety of third-party systems.
1. Gartner “Magic Quadrant for Contact Center as a Service, North America” by Drew Kraus, Steve Blood, Daniel O’Connell, October 18, 2017.
2. Gartner “Magic Quadrant for Contact Center Infrastructure, Worldwide” by Drew Kraus, Steve Blood, May 16, 2017.
About the Magic Quadrant
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Genesys® (genesys.com) powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: Lisa Hawes - Sterling Communications
P: 408-395-5500 - E: genesys[.]sterlingpr.com.