Genesys Named a Leader in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service for 11th Consecutive Year

The company believes its consistent recognition reinforces the Genesys Cloud platform’s ability to orchestrate seamless, AI-powered customer and employee experiences in the agentic era

NASHVILLE, Tenn.--(BUSINESS WIRE)--Genesys^®, a global cloud leader in AI-Powered Experience Orchestration, today at Xperience 2025, announced it has been named a Leader in the 2025 Gartner^® Magic Quadrant™ for Contact Center as a Service (CCaaS). This marks the 11th consecutive year Genesys has been recognized as a Magic Quadrant Leader.

Genesys is trusted by more than 8,000 organizations worldwide to transform customer and employee engagement. The company believes its continued Gartner recognition reflects the impact of Genesys Cloud™, the AI-Powered Experience Orchestration platform that’s embedded with agentic, conversational, generative and predictive capabilities. By delivering effortless experiences at scale, Genesys Cloud helps organizations strengthen customer loyalty, improve employee productivity and drive operational efficiency.

“We believe our consistent placement as a Gartner Magic Quadrant Leader reflects our continued innovation and validates Genesys as the partner enterprises can trust to lead them into the future,” said Olivier Jouve, chief product officer at Genesys. “Backed by the proven track record of the Genesys Cloud platform and its native AI, we’re focused on enabling companies to automate, personalize, augment and optimize every step of the customer and employee journey.”

“Customers choose Genesys Cloud because it gives them the intelligence and flexibility to rapidly innovate with built-in safety and guardrails,” added Jouve. “Our industry position is strengthened by enduring customer and partner relationships, a global footprint and our platform engineered for secure, scalable and empathetic experiences.”

^[1]Leaders are best described as suppliers with strong support for a wide breadth of customer service capabilities, and an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.

Gartner Disclaimer

Gartner^® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025

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About Genesys

Genesys^® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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