Zoom has received significant recognition by being included for the first time in the prestigious 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). This recognition comes just three years after the company launched Zoom Contact Center, highlighting the remarkable speed of innovation and market penetration of the platform.
Double recognition by Gartner
The inclusion in the CCaaS Magic Quadrant complements Zoom’s established position in the Gartner Magic Quadrant for Unified Communications as a Service (UCaaS), where the company has been recognized as a Leader for five consecutive years. This dual recognition demonstrates the strength of Zoom’s integrated platform strategy, extending trusted communication capabilities into the contact center domain.
Gartner evaluated providers based on two criteria: ability to execute and completeness of vision. Zoom’s position in the Magic Quadrant is seen as a validation of its AI-first approach and focus on ease of use, which define the platform.
AI-native approach as differentiator
One of the key differentiating factors of Zoom Contact Center is its AI-first philosophy. Unlike many traditional CCaaS providers, AI is not an add-on feature but is fundamentally built into the platform. This approach enables organizations to seamlessly integrate and adopt the latest AI capabilities.
The complete Zoom CX suite today includes Zoom Contact Center, Zoom Virtual Agent, Zoom AI Expert Assist, Zoom Quality Management, and Zoom Workforce Management. This integrated suite provides end-to-end support for the entire customer journey.
Ease of use at the core
Zoom’s well-known focus on ease of use is also reflected in its contact center platform. Customers value the simplified administration and intuitive user interface, which make the platform accessible to organizations of all sizes. The unified platform strategy allows IT teams to manage both business communications and customer support from a single portal, reducing complexity and costs.
Rapid market adoption
The fact that Zoom Contact Center is described as the “newest offering in this Magic Quadrant” underscores the remarkable speed at which the platform has gained market acceptance. In just three years, Zoom has secured a position among established players in the CCaaS market.
Extensive partner ecosystem
The strength of the Zoom platform is further enhanced by seamless integrations with popular business applications such as Microsoft Teams, Salesforce, and ServiceNow. This connectivity ensures a cohesive experience for both employees and customers.
For BusinessCom customers in the Benelux, Nordics, and Baltics, this Gartner recognition confirms the strategic choice for Zoom’s customer experience solutions. The platform combines proven UCaaS functionality with modern contact center capabilities, powered by cutting-edge AI technology.
BusinessCom is the exclusive distributor of Zoom in the Benelux, Nordics, and Baltics, supporting organizations in implementing modern communication and customer experience solutions.
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