Gartner® Magic Quadrant™
for CCaaS 2021

Genesys recognised as a Leader in the August 2021 Magic Quadrant™ for Contact Centre as a Service

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What is Contact Centre as a Service?

Contact Centre as a service (CCaaS) is a SaaS-based application that enables customer service organisations to manage multichannel customer interactions holistically (using self- and assisted-service) from both customer experience and an employee experience perspective. CCaaS solutions are large systems of differentiation, enabling an adaptive, flexible delivery model with both native capabilities across the four pillars of great customer service, as well as productised integrations to partner solutions, through application marketplaces. Contact Centre-as-a-Service providers enable platform standardisation across the customer service organisation.

* Gartner®

IPI + Genesys

Our consultants, architects and engineers have decades of experience in guiding contact centres into the future. As an award-winning Genesys Gold Partner we can help you implement solutions that improve the customer experience, improve efficiency and delight your teams.

Download the full report and discover:

  • Key trends driving the CCaaS market
  • How Gartner placed 12 CCaaS providers
  • Why Genesys is positioned highest for ability to execute
  • Tips for navigating the market to make the right choice