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The IDC MarketScape for European Contact Center-as-a-Service Applications Software evaluates cloud-based contact center vendors on two dimensions: Capabilities and Strategies. The vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology employs a rigorous scoring system based on both qualitative and quantitative criteria, resulting in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market, and business execution in the short term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-to-5-year timeframe. Supplier market share is represented by the size of the icons. The 2025 edition was authored by Oru Mohiuddin, Graham Fruin, and Bruno Teyton, and published October 2025.
Zoom has been named a leader in this European assessment, recognizing Zoom's vision, execution, and customer value in the competitive CCaaS landscape. The IDC MarketScape evaluation framework focuses specifically on European market requirements and dynamics, making this recognition particularly relevant for EMEA organizations evaluating contact center solutions. IDC noted that Zoom's native integration of video and voice into its CX platform is a differentiator, with AI-driven tools enhancing agent efficiency and customer satisfaction. The integration of Zoom Contact Center with the broader Zoom Workplace platform is designed to reduce complexity, improve efficiency, and deliver superior experiences for both customers and agents.
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