Positioned as an Innovator — less than four years after entering the CX market.
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Frost & Sullivan
July 3, 2026
EMEA
Workplace Collaboration
Contact Center & Customer Experience
The Frost & Sullivan Frost Radar™: EMEA Customer Experience Platforms, 2026 benchmarks providers with full-fledged contact center offerings serving the Europe, Middle East, and Africa market. The report scores CX platforms across two dimensions: the Innovation Index (how effectively a company develops and deploys new capabilities) and the Growth Index (market traction, revenue expansion, and strategic execution). 21 companies were benchmarked in the 2026 EMEA edition.
Zoom has been recognized in the Frost & Sullivan Frost Radar™: EMEA Customer Experience Platforms report, positioned as an Innovator. We believe this positioning reflects the pace at which Zoom has built a comprehensive CX portfolio and the traction it has gained across EMEA markets since Zoom Contact Center launched in February 2022.
We also believe this recognition is consistent with Zoom's CX-first approach. Zoom Contact Center, Zoom Virtual Agent, and Zoom Workforce Engagement Management are integrated solutions within Zoom CX, and AI is embedded rather than bolted on. Customer context can flow across internal collaboration (Zoom Workplace, Workvivo) and external engagement (Contact Center, Events, Revenue Accelerator) through Zoom's unified platform architecture.
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Every conversation I have with CX leaders across EMEA comes back to the same frustration: they're spending more time connecting systems than connecting with customers. And AI matters — it's a critical part of how we deliver. But we're CX first. The technology is 'the how,' and 'the how' will keep changing as new capabilities emerge. What doesn't change is 'the why': positive customer outcomes. That's what we lead with in every customer briefing session, and it's what our customers respond to. Clare at Oxfordshire didn't choose us because of an AI feature list. She chose us because we showed up as a partner focused on her residents' experience. That's the relationship we've earned — and it's what Frost & Sullivan is recognizing.
Read more in our blog post
Download the report here.