Rated Exemplary overall and recognized as a Leader in Capability — evaluated across Zoom Virtual Agent, Zoom Workplace, Zoom AI , Zoom Meeting, and Zoom Phone.
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The ISG Buyers Guide for Conversational AI for CX evaluates software providers and products in key areas including platform support, intelligence and workflow, agentic AI, analytics and insights, AI overall, communication administration and integration, and specific AI support with conversational AI. ISG Research assesses vendors across seven weighted categories — five product experience categories comprising 80% of the total rating (Capability 30%, Usability 20%, Reliability 10%, Adaptability 10%, Manageability 10%), and two customer experience categories comprising the remaining 20% (Validation 10%, TCO/ROI 10%). Providers are classified as Exemplary, Innovative, Assurance, or Merit based on their combined performance across Product Experience and Customer Experience dimensions. The 2025 edition evaluated 30 software providers offering products that address key elements of conversational AI for CX.
Zoom was rated Exemplary in the ISG Buyers Guide for Conversational AI for CX — a classification reserved for providers that performed the best in meeting the overall Product and Customer Experience requirements. Zoom received an overall grade of A- with a performance score of 81.4%, placing it among top 10 of the 30 providers evaluated. In the Capability category — which carries the highest individual weighting at 30% of the overall score and assesses platform functionality and AI integration — ISG Research recognized Zoom as a Leader. The evaluation covered Zoom AI, Zoom Virtual Agent, Zoom Workplace, Zoom Meeting, and Zoom Phone, all assessed against their June 2025 product releases.
Get the full report here.