Q1: What is the Gartner Voice of the Customer for contact center?
Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both customer-experience and employee-experience perspectives. Eligible reviews used for the “Voice of the Customer” are only those reviews published on the Gartner Peer Insights site that were submitted:
- In the 18-month period specified in the “Voice of the Customer” document.
- From end users of companies with >$50M in annual revenue.
- For products that are actively being sold by vendors. Reviews for legacy products (no longer being sold by the vendor) will be excluded from all calculations.
- And included in the ratings calculations on the Peer Insights site (excluding vendor partner reviews, etc.)
Additionally, reviews from the first 6 months of the 18-month period will be given 50% weight in all calculations for both axes. This means that one review from the first 6 months will have half the impact of one review from the next 12 months in determining a vendor’s X-axis (including all 3 components: review and consideration score, willingness to recommend, and review market coverage) and Y-axis scores. The 18-month review period allows for a larger sample size of reviews and greater confidence in each vendor’s placement on the quadrant. The 50% weighting for reviews in the first 6 months allows more recent reviews to factor more heavily in determining a vendor’s placement.
Q2: What does it mean to be a Gartner Peer Insights Customers' Choice for Contact Center as a Software?
Gartner Peer Insights recognizes vendors who meet or exceed both the market average Overall Experience and the market average User Interest and Adoption score through a Customers’ Choice distinction.
Vendors in this quadrant received strong ratings for overall experience, product capabilities, and service & support relative to the market. This is a good indicator for satisfaction with the vendor’s products in this market.
Vendors in this quadrant also exceed the market average User Interest and Adoption, which includes review and consideration score, review market coverage, and willingness to recommend. These factors help distinguish vendors that generated the above average Overall Experience scores required for this quadrant within large sample sizes and diverse coverage. High willingness to recommend is an overall measure of users’ interest and enthusiasm based on their experience with the vendor. Vendors in this quadrant may not have performed equally highly in all three of these components.
Q3: How is the Gartner Voice of the Customer different from the Magic Quadrant?
Gartner Peer Insights is a free peer review and ratings platform designed for enterprise software and services decision makers. Reviews are organized by products in live markets that align to Gartner markets, defined as Magic Quadrant or Market Guide-defined markets, or GPI-defined markets that are opened at the discretion of the GPI team and do not require insights published to open the space on Peer Insights. This aggregated peer perspective, along with the individual detailed reviews, can also complement analyst insights such as Magic Quadrants and Market Guides.
The Voice of the Customer is based on peer reviews, while the Magic Quadrant is based on analyst research.
The Gartner Magic Quadrant is analyst-driven: it assesses vendors on Completeness of Vision and Ability to Execute. The Voice of the Customer is entirely peer-driven: it scores vendors using only verified end-user reviews submitted through Gartner Peer Insights. Analyst judgment plays no role in VoC placement.
Q4: How does Gartner verify reviews on Peer Insights for the VoC?
The “Voice of the Customer” report includes vendors who have products listed in a particular market (see Gartner Peer Insights Listing Guidelines here), and have received 20 or more eligible reviews along with 15 or more ratings for the ‘Capabilities’ and ‘Support/Delivery’ sub-ratings over the 18 month analysis period.
Gartner maintains a cutoff date for the inclusion of products and services in a Voice of the Customer (VOC) document. This date typically coincides with the beginning of the month in which new VOC markets are announced. Please reference the VOC Publication Calendar for the cut-off date for the specific document.
- Any products or services added after the cutoff date will not be eligible for consideration in the current VOC cycle.
- Vendors may continue to source reviews on the Gartner Peer Insights platform during this period, provided their products or services meet the applicable market criteria.
- Products and services added after the cutoff date will be evaluated for eligibility in subsequent VOC cycles.
Currently, Gartner Peer Insights limits the number of vendors included in the document to 25. If more than 25 vendors meet the inclusion criteria, the 25 vendors with the highest number of eligible reviews will be included. If two or more qualified vendors with the same number of eligible reviews tie for the 25th position, all vendors in the tie will be included in the document.
Q5: What are Segment Views in the Gartner VoC for CCaaS?
The review inclusion criteria, vendor inclusion criteria, y-axis, and four quadrants for the Segment View follow the same logic as the overall “Voice of the Customer” (see above), except that only reviews within the segment are included in the calculations. For example, for a vendor to be included in the Finance Segment View, the vendor must have at least 20 reviews (with 15 or more ratings for the ‘Capabilities’ and ‘Support/Delivery’ sub-ratings) that meet all Review Eligibility criteria listed in the relevant section above and are from reviewers in the Finance industry.
The calculation of the X-axis (User Interest and Adoption) for the Segment View differs slightly from the approach for the overall market “Voice of the Customer.” For Segment View, X-axis scores incorporate two factors, given equal weight: review and consideration score and user willingness to recommend. These are calculated in the same way as specified in the relevant section above, except that only reviews within the segment are included in the calculations. Because the Segment View focuses on a single segment, it does not incorporate review market coverage across industry, company size, and deployment region.
Q6: How many reviews does a vendor need to appear in the Gartner VoC for CCaaS?
A vendor needs at least 20 eligible reviews and 15 ratings for both capabilities and support.
To be included, a vendor must receive at least 20 eligible reviews and 15 or more ratings for both the Capabilities and Support/Delivery sub-ratings during the 18-month analysis period, all from end users at companies with more than $50 million in annual revenue. The report includes a maximum of 25 vendors; if more than 25 meet the threshold, the 25 with the highest eligible review counts are included. Ties at the 25th position result in all tied vendors being included.
In our opinion, this threshold matters for buyers in two ways. First, newer CCaaS entrants active on Gartner Peer Insights may not yet appear in the VoC because they haven't accumulated the required review volume — absence from the report is not the same as poor performance. Second, every vendor that does appear has cleared a credibility bar that confirms real enterprise organizations have reviewed them in sufficient volume to generate statistically meaningful scores across capabilities, support, and overall experience.
Gartner, Voice of the Customer for Contact Center as a Service, Peer Community Contributor, 27 February 2026.
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Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
