For a technology provider, few milestones top obtaining a leadership position in a Gartner Magic Quadrant report. That’s why we are riding high on the wake that Genesys was recently named a Leader in the 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide — for the 23rd time!

We’re proud that we have maintained our leadership position and placed furthest among all vendors for completeness of vision for nearly 25 years. But today, I want to turn our focus to a powerful companion piece to the popular Magic Quadrant report: the Gartner Critical Capabilities for Contact Center Infrastructure, Worldwide. This report gives customer experience technology buyers a view into how products stand up to the only test that really matters—use in an actual contact center.

Now, I’d like to walk you through this rich resource that covers a lot of ground by showing you the use cases it assesses and how to navigate it.

While the 2018 Gartner Critical Capabilities for Contact Center Infrastructure, Worldwide report is a true product evaluation from an unbiased third-party, it provides only one piece of the puzzle IT buyers must solve. The real value comes when IT buyers pair report findings with other important selection criteria, such as viability of a suppliers’ ecosystem, proven success in the industry and global footprint.

Choosing the technology platform you’ll entrust with the care of the most important asset in your business—your customer—requires an incredible amount of due diligence. Tools like the Gartner Critical Capabilities report can arm you with accurate and balanced information to aid in your search.

In this report, Gartner analysts based their evaluation on specific, common customer use cases. The authors dug into the core aspects of vendors’ products and scored solution performances across key capabilities, such as architecture, scalability, UCC integration and more.

The result is a guide IT buyers can use to narrow down their choices for the contact center platform best-suited to their unique needs.

In the report, Gartner analysts used 10 critical capabilities to determine how the 11 on-premises vendor products fared across three use cases for midsize to large contact center environments (those from 250 to 5,000 seats). The use cases include:

  • Customer engagement center: Where deep integration with CRM systems and support for digital channels that provide a single view of the customer are essential for the organization’s success.
  • High-volume call center: When managing a high volume of phone calls, organizations need product platforms that can scale, support high levels of resilience and deliver a best-of-breed experience (specifically for telephone calls, although not exclusively).
  • Multichannel compact suite: Where all (or most) of the core functions are included in a single suite of software (or as modules for a core appliance server architecture).

A True and Proven Omnichannel Customer Engagement Center

Gartner analysts evaluated the GenesysTM PureEngage™ platform in the latest Critical Capabilities for Contact Center Infrastructure report. As a true omnichannel customer experience platform, the PureEngage solution is a market leader in effectively managing the high volume, real-time customer interactions that define today’s contact centers along with business rules, customer and business context, agent skill profiles and more. And, importantly, the solution enables businesses to deliver the most predictive customer experiences, along with personalized, seamless interactions at every touchpoint.

So, it came as no surprise to us that the PureEngage platform received the highest score – 4.16 out of 5 — for the Customer Engagement Center use case. We believe PureEngage shines in this category because it gives businesses a holistic view of the customer and enables them to connect consumers with the right agent the first time to close a transaction or solve a problem.

The PureEngage platform also performed well in the High Volume Call Center use case, scoring 4.58 out of 5.  These ratings directly support why this product evaluation method is a helpful tool for researching customer experience platforms.

The PureEngage platform excelled exactly where it was designed to excel—in complex, highly customized contact center environments. And, the PureEngage platform wasn’t in the top of the field in the “Multi-channel Contact Suite” category because it’s not the most appropriate platform for this particular use case. In our opinion, the Genesys PureCloud® or PureConnect™ platforms are better fits for these customer requirements.

Replicating Success with Tested Use Cases

The Gartner report underscores the value of examining your organization’s goals, maturity and needs to get the right technology fit. We believe it also precisely outlines the approach Genesys takes each day to help businesses maximize their ROI and improve results. For example, we have nearly one hundred  Genesys use cases built from our decades-long experience and best practices development of working with 11,000 customers globally that span a wide array of market segments, sizes and requirements. These use cases take the guesswork out of the customer experience transformation.

By leveraging these proven pathways to customer experience excellence, we can meet businesses where they are—whether that requires a solution in the cloud or on-premises—and give them a tested roadmap that incrementally takes them where they want to go. And that produces predictable business outcomes and differentiated customer experiences.

To get a comprehensive picture of each use case covered, download the “Gartner Critical Capabilities for Critical Capabilities for Contact Center Infrastructure, Worldwide” report now.

Gartner does not endorse any vendor, product or service depicted in its 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, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Tom Eggemeier

Tom Eggemeier

Tom Eggemeier is the president at Genesys. He is responsible for all of the company's customer-facing activities, including global sales, customer success, channel, and field operations. Prior to his current role, Tom led the Alcatel-Lucent global enterprise sales organization (which...