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Zoom is recognized in the 2026 Frost & Sullivan Frost Radar for EMEA CX platforms. Here's the story of how we built a CX practice from scratch, and what it means for you.
11 min read
Published on September 2, 2026
When Zoom Contact Center launched in February 2022, the customer experience market wasn't exactly waiting for a newcomer. Established players had decades of deployments, thousands of enterprise logos, and the kind of analyst recognition that takes years to build. Nobody handed us a seat at that table.
So we built our own.
Today, Zoom has been recognized in the 2026 Frost & Sullivan Frost Radar: EMEA Customer Experience Platforms report, positioned as an Innovator. That recognition didn't come from legacy or market inertia. It came from a ground-up approach to create a CX-first solution, rooted in the same principles that made Zoom a name people trust. Simplicity. Reliability. AI embedded instead of bolted on.
What does it take to earn that kind of positioning in under four years? Here's the story.
In early 2022, the CCaaS market was crowded and mature. The incumbents had been refining their platforms for a decade or more. Zoom's bet was straightforward. The same approach that disrupted unified communications (make it simple, make it reliable, make it work) could reshape how organizations deliver customer experiences.
We started with Zoom Contact Center, an omnichannel solution built natively on the Zoom platform. Then we expanded. Zoom Virtual Agent brought AI-powered self-service that could resolve customer queries with less human intervention. Zoom Workforce Engagement Management gave CX leaders the tools to optimize agent performance, forecast demand, and manage quality, all within the same ecosystem.
Were we naive about how hard the CX market would be? Maybe a little. The incumbents had deep integrations, massive partner networks, and years of enterprise trust. We had a platform, a thesis, and a lot of work ahead of us.
The results came faster than most people expected. Zoom CX ARR reached triple-digit figures, growing at high double-digit rates year over year. In 2025, just three years after launch, Zoom was recognized in the 2025 Gartner® Magic QuadrantTM for Contact Center as a Service. Each milestone was earned through execution. We didn't buy our way into CX. We built it, shipped it, and let customers validate it.
If you're evaluating CX platforms right now, that trajectory matters. It tells you something about the pace of innovation you can expect over the next two years, and whether your CX provider is still building or just maintaining.
The Frost Radar evaluates 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). Companies that score highly on both land in the upper-right quadrant.
Zoom's positioning as an Innovator means Frost & Sullivan sees a company that's innovating at speed and gaining real traction in the EMEA market. We're not resting on past momentum. We're actively earning our position through product delivery and customer adoption.
Here's why that distinction matters if you're a CX buyer: the Frost Radar measures what a company is building today, not what it inherited yesterday. A company positioned on momentum is one that's likely to keep improving.
Ingo Främbs, deputy head of IT at Elbphilharmonie Hamburg, put it well. When he evaluated Zoom Contact Center, he came in skeptical: "I went into the POC with a requirements list built up over decades, convinced I'd catch the newcomer off guard," he said. "What I learned instead was that Zoom hadn't rebuilt business telephony. They'd rethought it from the ground up. That completely changed how I saw the evaluation."
That's the kind of reaction you can't manufacture with just a slide deck. And it's the kind of momentum the Frost Radar picks up on.
Access the full report
The analyst recognition is one thing. What matters more is what's happening on the ground.
At Elbphilharmonie, Zoom Contact Center handles ticket launch surges of more than 80,000 calls. "No team on earth can take that many calls personally," Ingo said. "But with Zoom Contact Center, every caller gets a response." System administration dropped from two hours a week to 15 minutes. Outages went from every two to three months to three in four years. "That's a different league," he said.
At Oxfordshire County Council, the team spent a year evaluating CX solutions before choosing Zoom. "If I'm honest with you, we got quite fatigued," said Clare Martin, quality and performance manager. What made the difference wasn't a feature comparison. "The thing that absolutely made the difference was the partnership that Zoom brought," Clare said. "From day one, we said to them, we wanted them to push us as much as we push them." Since deploying Zoom Contact Center, wait times dropped 55% and average handle time fell 68%.
In Saudi Arabia, Tawuniya Insurance deployed Zoom Contact Center through video-enabled kiosks across hospitals, cutting insurance approval times from hours to minutes and growing customer engagement by more than 150% year over year.
Analyst reports tell one story. Experiencing the platform tells another. That's why we built the Zoom Experience Centers, spaces where customers and partners can see the full Zoom CX portfolio in action. Not in a slide deck. And one thing comes up in almost every session: the difference between leading with technology and leading with outcomes.
The Zoom Experience Centre in High Holborn spans 18,000 square feet, designed by Unispace and Downstream. It includes a dedicated Executive Briefing Centre (EBC). This is a space for tailored conversations, not a showroom. Live product demonstrations, real-world scenario walkthroughs, and collaborative sessions designed around your specific CX challenges.
What happens in an EBC session? You bring the questions. We bring the platform. Together, we explore how Zoom CX fits your environment. Your channels, your workflows, your customers. Think of it as a conversation, not a pitch.
Book a Zoom Experience Tour
EMEA is dozens of markets with different regulatory frameworks, languages, and levels of digital maturity. Any CX platform that wants to succeed here needs to handle that complexity without adding more of it.
Zoom's EMEA commitment goes beyond a London office. It includes local presence across priority markets (UKI, Germany, Nordics, BeNeLux, Switzerland, France, Spain, Italy, UAE), a channel-first go-to-market approach, infrastructure designed to support customers' GDPR compliance efforts, and a partner ecosystem built for regional scale.
The real differentiator is architecture, not geography. Zoom CX is part of a connected system that can span internal collaboration (Zoom Workplace, Workvivo) and external engagement (Contact Center, Events, Revenue Accelerator). Your CX team doesn't operate in a silo. Zoom CX is designed so that customer context can flow across the organization. Conversations can turn into actions. Actions can turn into completed outcomes.
"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," said Ben Neo, head of CX, EMEA at Zoom.
"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 EBC 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."
Listen to the Zoom in on CX Podcast series
Zoom didn't inherit its CX position. We built it, customer by customer, market by market. The Frost & Sullivan recognition is a milestone. We're still building.
See the full picture: Download the Frost & Sullivan Frost Radar: EMEA Customer Experience Platforms report to read the complete analysis.
Experience it yourself: Book a session at the Zoom Experience Center in London or San Jose and see Zoom CX in action.
Reach out to us: Contact our Zoom representatives and work with them to discuss how to upgrade your customer experience.
The Frost Radar is an analytical framework that benchmarks CX platform providers across two dimensions: innovation (how effectively they develop and deploy new capabilities) and growth (market traction and strategic execution). It helps CX buyers identify which providers are leading through momentum and product delivery, not market presence alone.
Zoom Contact Center launched in February 2022. Since then, it has expanded into a full CX suite that includes Zoom Virtual Agent for AI-powered self-service and Zoom Workforce Engagement Management for agent optimization, quality management, and demand forecasting.
The Zoom Experience Centers are spaces in San Jose (Zoom HQ) and London where customers and partners can experience the Zoom platform through immersive demos and tailored executive briefings. The London location includes a dedicated Executive Briefing Centre designed for hands-on CX demonstrations.
Zoom CX leads with customer outcomes, not technology for its own sake. AI is built into the platform to help deliver those outcomes, but the starting point is always the customer experience. It's part of a unified system that can span collaboration and customer engagement, be deployed with less complexity than legacy solutions, and benefit from Zoom's ongoing investment in innovation and platform delivery.
Yes. Zoom has local presence across EMEA priority markets, a channel-first go-to-market approach, infrastructure designed to support customers' GDPR compliance efforts, and the London Experience Centre with a dedicated Executive Briefing Centre for immersive CX demonstrations.
