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7 min read
Published on August 18, 2026
We are proud to share that Zoom was named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center as a Service Platforms 2026 Vendor Assessment (doc #US54117326, August 2026). To us, 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.
See why Zoom was recognized
The IDC MarketScape is an independent vendor assessment published by IDC. Zoom Contact Center was named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center as a Service Platforms 2026 Vendor Assessment. We believe this position reflects Zoom's commitment to bringing trusted, AI-powered contact center capabilities to organizations of every size.
Source: IDC MarketScape: Worldwide Agentic Contact Center as a Service Platforms 2026, Doc #US54117326, August 2026.
Zoom's placement comes at a time of significant growth for Zoom's customer experience business. Zoom's own support team now resolves 97% of customer queries without a live agent using Zoom Virtual Agent, has increased CSAT by 28%, and saves 1,000+ agent hours per month. Customers like Vensure increased self-service rates from under 30% to trending toward 75% within just two months of deployment, and Cricut reduced call wait times by 89% and call abandonment rates by 90%.
This momentum is connected to the value buyers are finding in Zoom's AI-first approach to contact center — particularly organizations that are ready to move beyond scripted bots and toward intelligent, adaptive virtual agents.
Ready to see agentic AI in action?
If your organization is currently evaluating contact center platforms, Zoom's position as a Leader in the IDC MarketScape is worth considering in the context of your own priorities. Zoom Contact Center is a particularly compelling option for organizations already using Zoom Phone, Zoom Rooms, or Zoom Meetings. Extending a familiar interface into customer-facing operations can reduce training and change-management overhead.
It is also a strong signal for buyers where AI-driven virtual agents are a primary purchase driver. Zoom's continued investment in agentic AI capabilities positions the platform well for organizations that want to move quickly in deploying autonomous customer experience technology.
As with any significant platform decision, we encourage organizations with complex, large-scale enterprise contact center requirements to evaluate platform maturity and conduct thorough due diligence. The IDC MarketScape's assessment offers a structured, independent framework for doing exactly that.
Zoom was also named a Visionary in the 2025 Gartner Magic Quadrant for CCaaS — a separate evaluation covering broader cloud contact center capabilities.
If you're exploring what an AI-powered contact center could look like for your organization, we invite you to learn more about Zoom Contact Center and see how it can support your customer experience goals.
Related Resources
Get the guide to getting started with contact center AI
An agentic contact center is a customer service platform in which AI systems can autonomously reason, plan, and complete multi-step tasks — not just respond to a single prompt. Traditional contact centers rely on scripted, rule-based automation. Agentic AI goes further: it understands context, acts across connected systems, and resolves issues end-to-end. For a primer on what agentic AI means for your business, see Zoom's overview.
In practice, this means a customer contacting support can have their issue understood, diagnosed, and resolved by an AI system that retrieves account data, processes a request, and confirms the outcome without requiring a live agent transfer for routine requests. Human agents remain in the loop for complex or sensitive situations, with AI handling oversight, guidance, and escalation routing throughout — and human supervisors maintaining visibility and control over AI behavior at all times.
CCaaS — Contact Center as a Service — refers to cloud-delivered contact center infrastructure that provides routing, omnichannel support, workforce management, and analytics as a subscription service. Agentic contact centers build on that foundation by adding AI systems capable of autonomous actions like understanding customer intent and executing tasks.
The shift from CCaaS to agentic contact center is less about replacing the platform and more about what the platform's AI layer can do. Zoom Contact Center is designed to support this evolution with Zoom Virtual Agent handling autonomous resolution, AI Expert Assist guiding live agents in real time, and Workforce Management tools enabling human oversight throughout interactions.
Zoom Virtual Agent is Zoom's AI-powered virtual agent that can integrate with the Zoom Contact Center platform. It understands customer intent across text and voice channels, manages multi-step requests, executes tasks through integrations with CRM, ticketing, and back-office systems, and resolves issues without requiring a live agent transfer for routine requests. It is designed to handle the full resolution lifecycle rather than just collecting information.
When escalation is needed, Zoom Virtual Agent passes the full context to the live agent so customers don't have to repeat themselves. Built-in QM and traceability means that contact center leaders can monitor AI behavior, review outcomes, and maintain governance over automated resolutions.
CX leaders evaluating enterprise contact center solutions should consider: how natively AI is built into the platform versus layered on top, whether the virtual agent can execute tasks or only gather information, how well the platform unifies self-service and live agent channels in a shared data layer, the depth of workforce management and quality assurance tooling, and how the vendor's innovation roadmap aligns with agentic AI capabilities.
