As financial instability continues to affect several contact centre infrastructure (CCI) vendors, it’s understandable for IT leaders and contact centre executives to seek clear guidance and direction when choosing the right solution for their organizations. The recent 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report is a leading industry source for evaluating contact centre infrastructure vendors. In this year’s report, Genesys was recognized as a leader for the ninth consecutive year, and has been given the highest placement overall for its “ability to execute.”

The 2017 Gartner Magic Quadrant Contact Center Infrastructure, Worldwide report evaluates 12 leading CCI vendors on completeness of vision and ability to execute. The results are positioned within four unique quadrants: visionaries, niche payers, challengers and leaders.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

Look to the results when making contact center solution decisions


The Gartner Magic Quadrant Contact Center Infrastructure, Worldwide report help prospective buyers make an educated decision when selecting a contact centre solution. The following are four strategies we recommend for using the report:

  1. Understand vendors’ visions for the future of customer experience
    With customer expectations changing rapidly, it’s more important than ever to understand the vision of CCI vendors and their commitment to innovation. By being able to compare vendors’ technology offerings enables you to determine if a vendor’s solution aligns with your current and future customer experience and business goals. You can also obtain a clearer idea of where vendors believe the market is headed, and how you can leverage innovations to stay competitive.
  2. Determine which solutions address your technology and business needs
    The Gartner Magic Quadrant Contact Center Infrastructure, Worldwide report helps buyers determine if a vendor can address their specific customer experience challenges or meet their technology and service needs. From understanding who has an integrated, all-in-one customer experience platform to who has the best tools for omnichannel journey management, Gartner offers clear insights into the pros and cons of leading vendor solutions.
  3. Decipher what’s happening in the market
    There have been several newsworthy events in the market since last year’s Magic Quadrant report. As an industry leader in informing buyers on the direction of the market and the latest areas of consolidation and innovation, Gartner offers current, high-level information to educate buyers.
  4. Gain an objective view of vendors
    Gartner provides detailed analysis of the industry’s top vendors. For a vendor to even be considered for participation in the Magic Quadrant report they must meet a rigorous set of criteria that includes breadth and depth of product, overall viability, market responsiveness, innovation and geographic strategy.
  5. Continue to track the importance of omnichannel
    Demand for omnichannel solutions continues to grow. The report identifies which vendors integrate multichannel capabilities to provide true omnichannel solutions. With customers increasingly expecting an omnichannel customer experience, it’s important to understand which vendors have solutions with these advanced capabilities.

We encourage you to check out the 2017 Magic Quadrant for Contact Center Infrastructure, Worldwide report for yourself. Download it now.

Gartner does not endorse any vendor, product, or service depicted in its research or publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Janelle Matthews

Janelle Matthews

Janelle Matthews is the Senior Vice President of Solutions & Product Marketing with over 14 years of experience in customer experience solution strategy.