Genesys Sets New CX Benchmark with Leadership Spot in Forrester’s 2025 Cloud Contact Centre Report
In today’s experience economy, delivering exceptional customer service isn’t optional — it’s a differentiator.
Recognising this, Genesys, a global leader in AI-powered experience orchestration, has consistently invested in innovation.
Now, the results are in. Genesys has been named a Leader in The Forrester Wave™: Contact-Centre-as-a-Service (CCaaS) Platforms, Q2 2025 report.
This honour places Genesys at the forefront of CX transformation, once again confirming its industry leadership.
Why This Recognition Matters
Forrester’s rigorous evaluation assessed ten top CCaaS providers on both strategy and current offerings.
Genesys emerged with the highest score in the current offering category, a testament to its robust capabilities.
Even more significantly, Genesys earned top marks in critical criteria such as AI architecture, generative AI, large language model (LLM) support, and workforce management.
Furthermore, in the strategy category, Genesys received the highest possible scores in vision, innovation, and roadmap.
Clearly, Genesys is not only innovating — it’s planning with precision and purpose.
Delivering Intelligent, Scalable CX
As customer expectations shift rapidly, companies must respond with agility. Genesys understands this imperative well.
Its flagship Genesys Cloud™ platform continues to evolve into a comprehensive AI-powered orchestration hub.
According to Forrester, “Genesys has a market-leading vision to provide a broad AI-powered experience orchestration platform.”
Moreover, the report highlights that Genesys Cloud CX is ideal for brands seeking a modern, scalable platform with advanced AI capabilities.
Thus, for businesses prioritising agility and scale, Genesys offers a future-ready solution.
Advanced AI at the Core
Today, artificial intelligence powers everything from chatbot interactions to agent guidance. Genesys embraces this shift wholeheartedly.
In fact, over 45% of Genesys Cloud customers now use at least one AI capability to enhance customer interactions.
This widespread adoption underscores how deeply AI is embedded in the Genesys ecosystem.
For instance, the platform’s support for generative AI and LLMs provides real-time insights and automation across channels.
Consequently, companies can personalise journeys while improving agent performance and operational efficiency.
A Platform Built for the Future
The Genesys Cloud architecture isn’t just powerful; it’s built for resilience, flexibility, and global scalability.
This allows businesses to meet demand spikes, serve diverse geographies, and stay secure.
Forrester notes, “The Genesys Cloud architecture is flexible, reliable, and scalable, which improves the performance of large global contact centres.”
Furthermore, the platform includes robust tools for supervisors and agents alike.
With advanced workforce management, quality management, and reporting, it empowers better oversight and faster decisions.
Empowering Organisations to Thrive
Olivier Jouve, Chief Product Officer at Genesys, offered insight into the recognition.
“We believe our recognition as a Leader by Forrester reflects the strength of our innovative AI strategy,” Jouve said.
He continued, “Genesys is empowering organisations to orchestrate smarter, more connected, and personalised experiences.”
Indeed, this orchestration benefits not just customers, but also employees — the heart of every contact centre.
By reducing friction, automating tasks, and enhancing support, Genesys enables teams to focus on empathy and problem-solving.
Experience Orchestration: A Game Changer
What sets Genesys apart is its vision of Experience Orchestration.
Unlike conventional contact centre models, this approach connects the dots across channels, departments, and data silos.
As a result, businesses can respond to customer intent — not just their immediate inquiries.
This shift unlocks new levels of loyalty, efficiency, and lifetime value.
Moreover, it ensures customers feel heard, understood, and valued at every step.
Forrester’s Evaluation: A Closer Look
Forrester doesn’t hand out accolades lightly. Its Wave evaluations require deep engagement with each vendor.
Analysts examine product details through lab tests, demos, questionnaires, and client references.
Hence, every score in the report is earned — not assumed.
The fact that Genesys topped so many categories confirms its real-world performance and customer satisfaction.
A Trusted Partner for Over 8,000 Organisations
Genesys is not new to the CX landscape.
More than 8,000 organisations in over 100 countries rely on Genesys to deliver world-class experiences.
From small businesses to Fortune 500 giants, these companies choose it to build trust and drive outcomes.
Through the Genesys Cloud platform, they gain agility, scalability, and insight in one unified solution.
Additionally, the platform supports multi-language, multi-channel, and multi-region operations seamlessly.
Driving Value Across Industries
While it has deep roots in telecommunications, its platform serves every industry — including retail, healthcare, and finance.
Each vertical brings unique challenges, yet it adapts through modular solutions and API-rich architecture.
This flexibility enables companies to move quickly, innovate faster, and stay competitive.
For example, healthcare providers can improve patient engagement, while banks streamline service without compromising security.
Looking Ahead: A Vision for CX Excellence
The future of customer experience will be shaped by AI, empathy, and seamless orchestration.
It is already leading in all three areas.
With constant updates, a clear product roadmap, and customer-centric values, it’s poised to define the next era of CX.
Moreover, its commitment to transparency, ethical AI, and workforce empowerment reflects the values of a modern enterprise.
Conclusion: Recognition Rooted in Results
Being named a Leader in the Forrester Wave™ isn’t just a trophy — it’s a trust signal.
It shows that it delivers on its promises and continues to push boundaries.
For businesses navigating a complex, AI-driven world, it offers clarity, confidence, and capability.
CX isn’t just about solving problems anymore — it’s about creating meaningful moments.
And with it, every moment matters.
