A true leader defines what is possible and sets the vision for the markets in which they operate.

As the only contact center vendor named a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure (CCI), Worldwide, as well as the Magic Quadrant for Contact Center as a Service (CCaaS), North America, Genesys continues to define what is possible in delivering contact centers that seek to increase customer satisfaction, workforce engagement and decrease operating cost.

With a clear focus on cloud strategy and execution, as well as a continued commitment to provide the right contact center solution for every organization, we’re proud to be recognized for our unmatched capabilities, vision and proven success through innovative technologies.

The Gartner Magic Quadrant CCI and CCaaS reports are leading industry sources for evaluating contact center vendors. Both reports evaluate vendors on two dimensions regarding completeness of vision and ability to execute. The visualized results consist of placement within one of four quadrants that classify vendors as visionaries, niche players, challengers or leaders.

Genesys was named a Magic Quadrant leader twice. What does that mean for contact centers and IT decision makers?

It means that Genesys is the only vendor that offers their technology, best practices, industry knowledge and global presence to all customers, regardless of their needs or size. If you’re looking for the next step in the evolution of customer experience and contact center maturity, we believe Genesys has the experience, capabilities and deployment models to support contact centers in all sizes and levels of sophistication. This eliminates the headache, risk and cost of having to start over with a new vendor in the future.

How can you best use the information in the Magic Quadrant reports?

The Gartner Magic Quadrant CCI and CCaaS reports can help you choose the right contact center solution. Vendors considered for participation in the Magic Quadrant reports meet stringent criteria that include breadth and depth of product, overall viability, market responsiveness, innovation and geographic strategy.

Source: Gartner 2017

The following are five ways to use the reports to guide your decision-making process.

  1. Evaluate how vendors view the future of customer experience.
    Not every vendor is equally committed to innovation. It’s important to compare their solutions and determine if they align with your current and future customer experience and business goals. This also will help you gain an understanding of what upcoming technologies you can leverage to maintain a competitive edge.
  2. Identify solutions that address specific customer experience challenges.
    The Gartner Magic Quadrant reports can help you determine if a vendor offers the capabilities to address specific technology or service needs. This includes gaining insight into which vendor offers an integrated, all-in-one customer experience platform and the deployment options to meet your current and future needs.
  3. Understand the latest happenings in the market.
    Some contact center vendors that were previously safe bets continue to struggle with financial instability and a lack of customer experience innovation due to reduced research and development budgets. As a source of up-to-date information on the direction of the market, the Magic Quadrant reports offer guidance on areas of innovation and consolidation.
  4. Stay tuned to omnichannel.
    The trend in omnichannel customer engagement is not going away. Look for vendors that have solutions that support your ability to provide the omnichannel journeys your customers expect now—without having to rely on OEM relations to complete their technology stack, offer digital channels or provide workforce optimization capabilities.
  5. Look beyond the technology.
    A leading vendor offers more than just technology; they also offer a well-defined recipe that focuses on your success and offers services and support to match your needs. Pay attention to a vendor’s ability to provide best practices and help you achieve your business outcomes.

Download both the 2017 Gartner Magic Quadrant CCI and CCaaS reports today.

 

Gartner does not endorse any vendor, product or service depicted in their research or 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 the Gartner 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. The graphic in this blog post was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.