Recognized among 17 vendors evaluated in IDC's worldwide assessment
Select a language
The IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026 Vendor Assessment assesses global vendors in AI-enabled contact center workforce engagement management, highlighting rapid innovation driven by AI, platform consolidation, and evolving pricing models. IDC evaluated 17 vendors based on capabilities, strategy, and market impact, offering technology buyers insights into vendor strengths, challenges, and suitability for digital transformation, operational efficiency, and enhanced agent and customer experiences in modern contact centers. The report was authored by Lou Reinemann.
Zoom's recognition as a Major Player in the IDC MarketScape for Worldwide AI-Enabled Contact Center Workforce Engagement Management reflects our continued expansion beyond unified communications into the contact center market. Zoom Workforce Engagement Management — comprising Zoom Quality Management and Zoom Workforce Management — is built natively on the Zoom platform, meaning organizations that already rely on Zoom Contact Center can access AI-enabled workforce engagement tools without switching vendors or managing separate integrations. For Zoom, this recognition from an independent analyst firm tells us that our approach to embedding AI directly into workforce engagement workflows — automating quality scoring across interactions, enabling conversational analysis through Ask QM, and using machine learning to drive forecasting and scheduling — is competitive on a global scale. It also reinforces Zoom's position as a platform that serves both workplace and customer experience needs within a single, unified environment.
Get the full report here.