Zoom Acknowledged as a Leader in UCaaS Platforms
Zoom Communications, Inc. (NASDAQ: ZM), headquartered in San Jose, California, announced its recognition as a leader in the Unified Communications as a Service (UCaaS) sector by Forrester, a globally renowned research and guidance firm. This designation, as detailed in The Forrester Wave™: Unified-Communications-As-A-Service Platforms, Q3 2025, underscores Zoom’s commitment to providing exceptional customer service and innovative communication solutions.
Outstanding Platform Capabilities
Forrester’s comprehensive report emphasizes that Zoom stands out among UCaaS platforms due to its superior customer feedback and robust feature set. The report notes: “Zoom’s strengths come from its meetings experience, work persistence, and reliability. In meetings, Zoom has a well-integrated (and useful) AI companion and flexible video layout support. Work persistence is enhanced through tightly coupled docs collaboration and no-code employee-accessible workflow automation. Zoom supports local backup not just for phone systems but also for video meetings and even messaging support. Zoom offers a credit-backed 99.999% uptime SLA for its phone system.”
Zoom achieved the highest possible scores in various categories, such as:
| Criteria | Score |
|---|---|
| Meeting Experience | Highest |
| Chat Intelligence | Highest |
| Collaboration Organization | Highest |
| Phone Hardware Support and Services | Highest |
| AI Assistant | Highest |
| Security and Data Protection | Highest |
A Strategic Vision for Future Innovations
The Forrester report also highlights Zoom’s forward-thinking strategy aimed at enhancing collaborative efforts in the workplace. As stated in the report, “Zoom’s strategy is to refocus collaboration on meaningful connection, and it is innovating aggressively to enable this. While AI-enabled communication is not unique, Zoom has invested carefully in making the meetings experience better, for example, by connecting AI note-taking to work automation. Zoom has also focused on creating new collaborative surfaces (docs) and increasing the persistence of work.”
In the strategy category, Zoom also received top scores for its vision, innovation, and the breadth of its supporting services and offerings. This strategic foresight not only ensures that Zoom remains competitive but also enhances its overall value proposition to customers.
Exceptional Customer Feedback
According to the Forrester report, Zoom’s reputation for outstanding customer service is reflected in the above-average feedback it received from users. Customers reported significant success in utilizing the comprehensive Zoom suite, stating that it has allowed them to modernize processes and redefine collaboration styles within their organizations. This feedback underscores the effectiveness of Zoom’s tools in fostering productivity and enhancing workplace communication.
For those interested in diving deeper into the specifics of the Forrester report, the full document can be accessed here.
To find out more about Zoom’s offerings, including the innovative Zoom Workplace platform, please visit the Zoom website.
About Zoom Communications
Founded in 2011, Zoom has grown to become a leading provider of communication solutions, with a commitment to delivering an AI-first work platform designed for human connection. The company’s mission revolves around reimagining teamwork through the Zoom Workplace, an open collaboration platform that integrates an AI Companion to boost team productivity. Zoom’s Business Services, tailored for sales, marketing, and customer experience teams, including the Zoom Contact Center, are designed to strengthen customer relationships throughout their lifecycle.
As a public entity listed on NASDAQ (ZM), Zoom continues to evolve, driven by innovation and an unwavering focus on customer satisfaction. For more information on Zoom’s offerings, visit zoom.com.
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