Genesys named as a leader in Cloud Contact Centre Report by leading analyst firm

Genesys announced it was recognised as a Leader in The Forrester Wave: Contact-Centre-As-A-Service (CCaaS) Platforms, Q2 2025. The Genesys Cloud platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria.

Forrester evaluated the 10 top CCaaS providers, including Genesys, on strategy and current offering. The report states, “Genesys has a market-leading vision to provide a broad AI-powered experience orchestration platform” and “Genesys Cloud CX is a best fit for brands that want a modern, highly scalable platform with advanced AI capabilities.”

“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,” said Olivier ...