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Genesys has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for the 11th consecutive year, highlighting the strength of its Genesys Cloud platform in delivering AI-powered customer and employee experiences.
Genesys named Leader in 2025 Gartner CCaaS Magic Quadrant for 11th year.
Recognition underscores Genesys Cloud's AI orchestration capabilities.
Platform serves over 8,000 organizations worldwide.
Focus on agentic AI for seamless customer and employee journeys.
Enables automation, personalization, and operational efficiency.
Builds on strong customer and partner relationships globally.
Genesys' position as a Leader in the Gartner Magic Quadrant for Contact Center as a Service reflects its robust support for diverse customer service needs and ability to serve multinational organizations. The company excels in providing secure, scalable experiences through channel partners and maintains strong brand recognition with a large installed base. Announced at Xperience 2025, this 11th consecutive recognition validates Genesys' innovation in AI-powered experience orchestration.
Genesys Cloud, the core platform, integrates agentic, conversational, generative, and predictive AI to transform customer and employee engagement. Trusted by more than 8,000 organizations globally, it strengthens customer loyalty, boosts employee productivity, and enhances 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 select Genesys Cloud for its intelligence, flexibility, and built-in safety features, allowing rapid innovation with confidence. “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.” This approach ensures organizations can orchestrate seamless experiences in the agentic era.
Genesys' sustained leadership in the Gartner Magic Quadrant positions it as a reliable partner for enterprises navigating AI-driven contact center transformations. The platform's focus on integrating people, systems, data, and AI continues to deliver measurable value, fostering growth and retention while optimizing human and AI workforces.
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.
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