Zoom’s First Recognition in the 2025 Gartner Magic Quadrant for CCaaS
Zoom Communications, Inc. (NASDAQ: ZM) has made headlines by being recognized in the prestigious 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). This marks a significant achievement for Zoom as it is the company’s first inclusion in this influential report, just three years following the launch of its Zoom Contact Center in 2022.
The Importance of the Gartner Magic Quadrant
The Gartner Magic Quadrant is a well-respected research methodology that provides a graphical representation of a market’s direction, maturity, and participants. For organisations seeking contact centre solutions, being recognised in this report is a crucial factor that influences purchasing decisions. It evaluates vendors based on their ability to execute and the completeness of their vision, offering a valuable resource for companies looking to enhance their customer service capabilities.
AI-Driven Solutions Leading the Way
Zoom attributes its recognition to its robust, AI-first approach to customer experience. The platform integrates artificial intelligence to enhance both self-service automation and live agent support, which is essential for modern customer service strategies. This innovative technology empowers organisations to streamline operations and improve engagement with customers, leading to more efficient interactions.
“To us, being recognised in the Gartner Magic Quadrant™ for CCaaS so soon after launching Zoom Contact Center is an incredible milestone,” stated Chris Morrissey, general manager of Zoom CX. “We believe this validates our AI-first platform strategy and underscores our commitment to helping organisations move faster, operate smarter, and transform customer experience in a meaningful, differentiated way.”
Unified Communication and Contact Centre Integration
Zoom’s inclusion in the CCaaS Magic Quadrant complements its established presence in the Gartner Magic Quadrant for Unified Communications as a Service (UCaaS). This reflects the company’s unified platform strategy, which aims to deliver both communication and contact centre capabilities within a single, user-friendly experience. By merging these functionalities, Zoom is well-positioned to meet the needs of businesses seeking comprehensive solutions for their customer engagement challenges.
The Future of Customer Experience with Zoom
As the landscape of customer service continues to evolve, the demand for advanced technologies such as chatbots, AI-driven analytics, and omnichannel communication has surged. Zoom’s strategy embraces these trends, ensuring that its Contact Center solution is not only competitive but also forward-thinking.
Customers today expect prompt and effective responses to their inquiries, and Zoom’s approach addresses these needs head-on. By leveraging AI, companies can automate routine tasks, freeing up human agents to handle more complex interactions that require personal touch and expertise.
Download the Gartner Report
For those interested in exploring the details of the Gartner Magic Quadrant for CCaaS, a complimentary copy of the report is available for download here. This report provides insights into the strengths and weaknesses of various vendors and can serve as a guide for organisations looking to enhance their customer service offerings.
Learn More About Zoom Contact Center
To discover more about the innovative features and capabilities of Zoom Contact Center, visit the Zoom website. The platform is designed to redefine how businesses interact with customers, ensuring seamless communication and improved customer satisfaction throughout the customer lifecycle.
About Zoom
Founded in 2011 and headquartered in San Jose, California, Zoom’s mission is to provide an AI-first work platform for human connection. Through its various services, including the Zoom Workplace collaboration platform equipped with an AI Companion, Zoom aims to empower teams to enhance productivity and foster stronger customer relationships.
As Zoom continues to innovate and adapt to the ever-changing market demands, its recognition in the Gartner Magic Quadrant is a testament to its efforts and a promising indicator of its future in the contact center landscape.
Source Article: https://telecomreseller.com/2025/09/10/zoom-recognized-in-the-2025-gartner-magic-quadrant-for-contact-center-as-a-service-for-the-first-time/
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