Forrester Recognizes Genesys as a CCaaS Leader

Genesys has been recognized as a Leader in The Forrester Wave: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025.

The Genesys Cloud platform received top scores in key areas, including AI architecture, generative AI (genAI), large language model (LLM) support, and workforce management. It also scored highly in vision, innovation, and roadmap within the strategy category.

Forrester evaluated 10 leading CCaaS providers based on their current offerings and strategies, highlighting Genesys’ ability to deliver scalable, AI-powered experiences. The report notes, “Genesys is above par in orchestrating and managing advanced AI capabilities such as genAI and LLMs.

Its broad platform includes top-notch tools for agents and supervisors, including workforce management and quality management capabilities.

The Genesys Cloud architecture is flexible, reliable, and scalable, which improves the performance of large global contact centres.”

With over 45% of Genesys Cloud customers using AI to improve customer interactions and operational efficiency, the platform is recognized as a strong choice for companies seeking modern, advanced AI capabilities to meet dynamic customer needs.

Olivier Jouve, chief product officer at Genesys, shared his thoughts on the recognition:

“We believe our recognition as a Leader by Forrester reflects the strength of our innovative AI strategy and the breadth of our platform’s capabilities.

With advanced AI at the core of our platform, Genesys is empowering organizations to orchestrate smarter, more connected and personalized customer and employee experiences that drive loyalty in the contact centre and beyond.”

Author: Hannah Swankie
Reviewed by: Jo Robinson