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2022 Gartner® Magic Quadrant™
for Contact Center as a Service


And ranked #1 in 3 out of 5 Critical Capabilities Use Cases

Contact Center Software

Contact Center Software

Smarter software. Empowered employees. Happier customers.

Customers expect seamless cross-channel support — and yesterday’s phone system isn’t up to the task. Respond in real time via your website, social media channels and live chat. Create customer and agent experiences that effortlessly blend automated and human resources. Know your customer and have the relevant context to engage with the right help when it matters.

70% of consumers say a company is only as good as its service.

80% of consumers will recommend and buy more, more often from brands that consistently personalize interactions.

87% of CX frontrunners say AI enables more empathic customer journeys.

Call center software that powers personalized experiences

Customer expectations are higher than ever. Meeting them means having the right tools, people and strategies in place. Genesys makes it possible to deliver unique, personalized experiences your customers will love. You can scale to keep pace with both customer preferences and business demands. With our comprehensive capabilities and advanced features, you can always put customers first.

Digital Customer Engagement

Be in touch anywhere, anytime with an all-in-one suite of digital channels

Let customers connect at the speed of a text
Don’t make your customers wait on hold to reach you. Give them the easy, frictionless communication channels they prefer. An all-in-one suite of digital capabilities — enhanced with bots and predictive artificial intelligence (AI) — lets your employees and customers engage in seamless conversations across chat, email, text and social media channels. Anywhere, anytime.

40% of internet users worldwide prefer interacting with chatbots.

$142B estimated global consumer retail spend via chatbots by 2024.

80% of CX organizations will use a single solution for messaging by 2025.

Digital Customer Engagement

AI & Automation

Gain the immediate benefits of AI and customer self-service

Personalize customer experiences at scale
Transform your contact center to maximize efficiency while delivering experiences your customers will love. Artificial intelligence (AI) and automation tools are making agents’ jobs easier, boosting revenue and growing customer loyalty. Discover how predictive engagement can optimize omni-channel journeys by anticipating what customers want. And gain the immediate benefits of bots and other automation tools that help customers find solutions on their own.

77.4% of organizations believe AI will positively affect customer operations.

75-90% of queries will be handled by chatbots by 2022.

41% of consumers prefer using a voice assistant to automate their routine shopping tasks.

Workforce Engagement Management

Workforce Engagement Management

Elevate your employee experience

Build a company culture employees love
Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too. Workforce engagement management (WEM) makes it easy to create great employee experiences. WEM focuses on the human side of your contact center to improve employee engagement. And it simplifies operations while increasing efficiency.

80% identify improving worker well-being as important or very important to their organization’s success.

89% believe improving contact center workforce engagement significantly enhances the quality of customer experience.

45% of executives say building an organizational culture that celebrates growth is their most important action for transforming work.


Integrations & Apps

Integrate Genesys solutions with existing systems or add new tools

Craft a custom call center with system integrations
It takes an entire organization to provide great customer experiences. And it all starts with connecting your contact center to other business-critical systems. Genesys Cloud CX™ and Genesys Multicloud CX™ contact center solutions are designed to help maximize your investments in existing technologies and the skilled employees who use them. A unified contact center breaks down silos while streamlining operations — and your customers will experience the difference.

800 apps run within the average organization (only 29% are integrated).

57% of companies struggle to track customer journeys because of poor system integration.

18% of organizations can integrate end-user experiences.

Integrations & Apps