First-time inclusion in the Gartner Magic Quadrant for CCaaS — just three years after launching Zoom Contact Center
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The Gartner Magic Quadrant for Contact Center as a Service evaluates vendors that provide cloud-delivered contact center platforms. The CCaaS market continues to grow, yet buyers face increasing uncertainty from the emergence of generative and agentic AI, and the impending convergence with CRM CEC solutions. This research helps customer service and support technology leaders find the best-fit providers for their needs. Gartner assesses vendors on two dimensions: Completeness of Vision and Ability to Execute, and classifies them as Leaders, Challengers, Visionaries, or Niche Players. The CCaaS Magic Quadrant is a key reference for customer experience and IT leaders evaluating cloud contact center investments.
Zoom's first inclusion in the Gartner Magic Quadrant for Contact Center as a Service marks a significant milestone in the company's expansion into the customer experience market. Zoom Contact Center launched in 2022 and has grown rapidly, with AI embedded in the platform from the ground up to support both self-service automation and live agent assistance — including Virtual Agent, Workforce Engagement Management, and AI Expert Assist for contact center workflows. Zoom believes this recognition reflects its AI-first approach to CX, where intelligence is not a feature layer added on top, but a foundational part of how the platform is designed and delivered.
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To us, being recognized in the Gartner Magic Quadrant for CCaaS so soon after launching Zoom Contact Center is an incredible milestone. We believe this validates our AI-first platform strategy and underscores our commitment to helping organizations move faster, operate smarter, and transform customer experience in a meaningful, differentiated way.
This report can be accessed by subscribers of the Gartner portal here.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Marek Fernandez, Pri Rathnayake, Pankil Sheth, September 10th, 2025.
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