Genesys has been named a Leader in the Forrester Wave: Contact-Centre-As-A-Service (CCaaS) Platforms, Q2 2025 report.
The Forrester Wave evaluation assessed ten leading CCaaS providers on their strategy and current offering, with Genesys receiving the highest score in the current offering category. The company's Genesys Cloud platform was awarded top scores for criteria relating to AI architecture, generative AI, large language model support, and workforce management.
In addition to its performance in the current offering, Genesys received the highest scores possible in the strategy category for vision, innovation, and roadmap.
The Forrester Wave report noted, "Genesys has a market-leading vision to provide a broad AI-powered experience orchestration platform". It further stated, "Genesys Cloud CX is a best fit for brands that want a modern, highly scalable platform with advanced AI capabilities."
Olivier Jouve, Chief Product Officer at Genesys, said, "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 organisations to orchestrate smarter, more connected and personalised customer and employee experiences that drive loyalty in the contact centre and beyond."
According to Genesys, over 45% of Genesys Cloud customers used at least one Genesys Cloud AI capability to improve customer interactions and drive operational efficiency as of January 31, 2025. The company said this highlights a trend amongst organisations seeking to leverage scalable AI capabilities in both customer and business contexts.
The Forrester Wave report found, "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."
Forrester's evaluation process for the Wave report combines lab evaluations, questionnaires, demos, and discussions with client references to provide a comprehensive assessment of vendor capabilities in the CCaaS sector.
The report underscores that Forrester does not endorse any company, product, brand, or service included in its research publications, and that the opinions expressed are current at the time of publication but subject to change.
