Zoom's dedicated AI R&D program and strong workforce management foundation set it apart in a market shifting from scripted bots to autonomous resolution
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IDC
August 28, 2026
Worldwide
Contact Center & Customer Experience
AI & Intelligent Automation
This IDC study explores the evolution of CCaaS from basic call distribution to advanced, AI-driven orchestration platforms. It highlights the shift toward agentic AI, enabling autonomous workflows and broader customer experience integration. This report evaluates vendors based on capabilities, strategy, and market share, offering guidance for buyers on architectural framing, use case alignment, and AI governance to help ensure successful deployment and measurable outcomes. The 2026 study, authored by IDC analyst Michelle Morgan, evaluated 14 global vendors.
We believe this placement reflects the significant investment Zoom has made in building a contact center platform that is deeply integrated with AI, purpose-built on a unified communications foundation, and designed to meet the evolving expectations of both customers and the agents who serve them.
The report points to three areas of strength: continuous improvement of autonomous behaviors, knowledge governance, and human-AI back-office collaboration, all fully supported and within market expectations; a dedicated AI-focused R&D program that gives Zoom a credible, forward-looking innovation narrative; and a strong workforce management foundation, with robust capabilities in scheduling, coaching, and quality tools — a favorable signal for buyers prioritizing agent performance management.
Read more in our blog post.
Get the excerpt of the report here.
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results 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 3-5-year timeframe. Supplier market share is represented by the size of the icons.