Inside the first recognition for Zoom CX in the 2025 Gartner® Magic Quadrant™ for CCaaS

Zoom is honored to be included in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) — just three years after launching Zoom Contact Center. We feel this recognition, alongside our placement in the Gartner® Magic Quadrant™ for UCaaS, validates the speed of our innovation and the strength of our AI-first, unified platform strategy. With our foundational native AI capabilities, Zoom is helping businesses connect teams and customers in smarter, faster, and more intuitive ways.

Gartner evaluated providers on two criteria: Ability to Execute and Completeness of Vision. We think this acknowledgement reflects Zoom’s rapid momentum in customer experience innovation and validates our progress in bringing a modern, easy-to-use, AI-native contact center platform to market.

We launched Zoom Contact Center in 2022, and today, it’s the “newest offering profiled in this Magic Quadrant”. It took us just three years to get here, and we believe it's a considerable feat that comes down to the strength of Zoom's innovative, AI-native approach to customer experience, reinforced by our reliable, customer-led product strategy. Today, we offer a complete Zoom CX suite, which includes Zoom Contact Center, Zoom Virtual Agent, Zoom AI Expert Assist, Zoom Quality Management, and Zoom Workforce Management.

There are several reasons we believe Zoom CX placed on the Gartner Magic Quadrant for Contact Center as a Service:

Ease of use has also always been core to Zoom’s design philosophy. This emphasizes our focus on delivering a less complex solution than traditional CCaaS platforms, making advanced customer experience technology more accessible for organizations of all sizes. As a customer shared in this excerpt from Gartner Peer Insights:

“It has been a very simple and straightforward journey to implement and adopt Zoom Contact Center. Vastly simplified administration experience with massively improved user interactions. New functionality continues to enhance our customer engagement."

When asked, “What do you like most about the product or service?"

“Simplified administration and improved platform capability. Adding new features upon release is simple and easy to adopt.” (Gartner Peer Insights™ Source)

Zoom’s AI-first approach reflects one of our biggest differentiators: AI is not an add-on, but foundational to Zoom Contact Center and the entire Zoom platform. This means our customers can seamlessly integrate and adopt the latest AI capabilities across their organizations. From self-service automation to live agent assistance and advanced quality management, Zoom CX brings the latest innovations, including agentic AI, to every customer journey touchpoint, enabling end-to-end resolution. Our customers agree:

"Zoom Contact Center's pace of innovation and acceptance of enhancement requests has blown me away." And “the ZCC system is by far the most user friendly in the industry.” (Gartner Peer Insights™ Source)

Zoom’s strategy has always been to make work easy for our customers. When work is straightforward, business success follows. We make this a reality with Zoom Contact Center by delivering a unified experience across UCaaS and CCaaS with a comprehensive partner ecosystem. A single administration portal, one phone system, and seamless integration with both the broader Zoom platform and third party applications, such as Microsoft Teams, Salesforce, and ServiceNow, mean IT teams can manage business communications and customer support together. This reduces complexity and costs, improves efficiency, and ensures a more cohesive experience for employees and customers — because when customers and are happy, they’re more likely to stick with your business for the long-term. What our customers had to say:

"Zoom has been a great vendor partner to our company and we like their UCaas and Contact Center they offer." (Gartner Peer Insights™ Source)

Being named in the 2025 Gartner Magic Quadrant for CCaaS is an exciting milestone for us, and we see it as just the beginning. In our opinion, it’s a recognition that validates our speed to execution, our AI-native approach, our focus on ease of use, and our comprehensive unified platform for both communications and customer experience.

Moving forward, we’ll continue to move at the speed of Zoom, listening first to our customers and then adding new AI capabilities as we expand our ecosystem. With this in mind, we hope that Zoom CX and all of our offerings can make customer experience a central driver of success for organizations of every size.

Download a complimentary copy of the 2025 Gartner® Magic Quadrant™ for CCaaS to see the complete analysis.

Find out more about how Zoom CX can future-proof your contact center and set your business up for success.

Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Marek Fernandez, Pri Rathnayake, Pankil Sheth, September 8th, 2025. 

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