Zoom surges ahead: Discover why IDC MarketScape 2025 puts it in the leader quadrant

Zoom has been named a Leader in the IDC MarketScape for European Contact Center-as-a-Service (CCaaS) 2025 Vendor Assessment (doc #EUR153005525, October 2025). We believe this recognition marks a significant milestone for Zoom, traditionally known for its video conferencing solutions. Now, Zoom is making waves in the contact center space, proving that it is more than just a meetings platform.

 

This acknowledgment by the IDC MarketScape represents the second major analyst recognition for Zoom Contact Center in 2025. Earlier this year, Gartner added Zoom to its Magic Quadrant for CCaaS, validating that a relatively young product, launched in 2012, can outperform solutions that have been in the market for decades. To us, these recognitions from two of the most respected analyst firms in the industry, together, provide independent validation of Zoom's vision, execution, and customer value in the competitive CCaaS landscape.

 

We believe the significance of being named a Leader in the IDC MarketScape extends beyond brand recognition. The IDC MarketScape evaluation framework focuses specifically on European market requirements and dynamics, making this recognition particularly relevant for EMEA organizations evaluating contact center solutions. The assessment process is rigorous and comprehensive, involving extensive vendor briefings, detailed product demonstrations, customer reference interviews, technical evaluations, and competitive market analysis.

 

The European CX market presents substantial opportunities and unique challenges. According to the IDC MarketScape, “The European CCaaS market . . . was worth $1.5B in 2024 and is projected to rise to $3.7B in 2029, representing a CAGR of 20%.” This growth is driven by the momentum of cloud migration, the widespread adoption of AI, and evolving customer expectations. However, Europe remains one of the most complex regions for CCaaS vendors to navigate due to fragmented regulatory landscapes, cultural and language diversity, and country-specific buying behaviors.

 

The IDC MarketScape noted, “Zoom's native integration of video and voice into its CX platform is a differentiator. Its AI-driven tools, such as ZVA for self-service, enhance agent efficiency and customer satisfaction, while its focus on ease of use accelerates adoption.”

 

Zoom Contact Center is built for a modern customer experience. It features a cloud-native foundation with a 99.9% uptime SLA, automatic updates, and comprehensive security and compliance certifications. Our true omnichannel experience spans voice, video, chat, email, SMS, and social media, preserving context across all touchpoints. The AI-powered contact center solution includes intelligent routing, conversational AI, real-time agent assistance, sentiment analysis, and predictive analytics.

The integration advantage of Zoom Contact Center with the broader Zoom Workplace platform emerged as a significant differentiator. Organizations are able to leverage native connections between customer service and collaboration tools, allowing agents to escalate customer interactions to video consultations seamlessly and collaborate internally without switching platforms. This unified approach reduces complexity, improves efficiency, and delivers superior experiences for both customers and agents.

The European CX market is shifting. Now is the time to evaluate your company's CX strategy. Can your existing solution keep up with the demands of your customers? Are you utilizing AI in a way that makes your agents more productive? Can your technology stack support the needs of your workforce and your clients? Are you sure you are not losing productivity because of complicated workflows or "forever-workarounds”?

 

If the answer is no to any of these questions, Zoom Contact Center might be the best solution to upgrade your CX experience. Download the IDC MarketScape 2025 report on European CCaaS excerpt and see why Zoom is a Leader.

 

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