Genesys Named a Leader in the 2022 Gartner® Magic Quadrant™ for Contact Center as a Service

Company Ranks #1 in Ability to Execute for Second Consecutive Year

SAN FRANCISCO, August 25, 2022 /PRNewswire/ — Genesys®, a global cloud leader in customer experience orchestration, has been positioned by Gartner, Inc. as a leader in the Gartner® Magic Quadrant™ 2022 for Contact Center as a Service1, for its ability to execute and the completeness of its vision. This recognition makes Genesys an eight-time Magic Quadrant Leader.

Ranked #1 for Ability to Execute, the company attributes continued recognition to its native customer and employee experience capabilities, broad global ecosystem of partners and developers, and focus on development. of its numerical analysis and course capabilities.

“To succeed in today’s hypercompetitive landscape, organizations must be able to adapt quickly to market trends and rising people’s expectations. With the industry’s proven digital and artificial intelligence (AI) technologies, Genesys Cloud CX™, organizations of all sizes across all industries can deliver the people-centric experiences their customers and employees expect,” said Olivier Jouveexecutive vice president and general manager, Genesys Cloud CX.

As a pioneer of Experience as a Service®, Genesys helps companies build empathy to foster increased trust and loyalty with customers and employees. The company’s all-in-one composable cloud product, Genesys Cloud CX, is seeing rapid customer adoption with over 660,000 users on its platform, up 65% year-over-year (July 2021 at July 2022). Genesys Cloud CX customers using two or more digital channels grew by 70% over the same period, and now over 85% are also leveraging its workforce engagement management capabilities. Additionally, 80% of Genesys customers are using the platform’s APIs natively, or with our partner integrations, to address exciting new use cases within their industry and/or enterprise, generating billions in revenue. API calls per month.

“Our goal is to deliver exceptional customer service to all of our customers, regardless of their preferred channel, and our digital strategy is an important part of this. With its automation, text and speech analytics capabilities and omnichannel, the Genesys Cloud platform is helping us transform our call center into a value center,” said Ceri Davies, Head of Customer Center at Virgin Atlantic. “The continuous release of updates is a game changer and we are working together on future innovations that could benefit our customers.”

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Gartner does not endorse any vendor, product or service depicted in our 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 organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This Magic Quadrant was formerly named the Magic Quadrant for Contact Center as a Service, North America and Magic Quadrant for Contact Center as a Service, Western Europe until 2019, Genesys was referred to Interactive Intelligence in the 2015 and 2016 Magic Quadrant report.

About Genesys
Each year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper-personalized experiences to deepen their customer connection in every marketing, sales, and service moment across any channel, while improving productivity and engagement. employees. By transforming back-office technology into a modern revenue-speed engine, Genesys enables true intimacy at scale to drive customer trust and loyalty. Visit

©2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud CX, Genesys Multicloud CX and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

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1 Citation/footnote: Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, August 22, 2022

SOURCE Genesys

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