BREAKING: Zoom Communications, Inc. has just been recognized in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) for the very first time. This milestone comes only three years after the launch of the Zoom Contact Center in 2022, marking a significant achievement for the company.
The announcement, made today in San Jose, California, highlights Zoom’s commitment to an AI-first approach in enhancing customer experiences. With AI seamlessly integrated into the platform, Zoom is empowering organizations to provide both self-service automation and live agent support.
Chris Morrissey, general manager of Zoom CX, expressed excitement over this recognition, stating, “To us, being recognized in the Gartner Magic Quadrant™ for CCaaS so soon after launching Zoom Contact Center is an incredible milestone. We believe this validates our AI-first platform strategy and underscores our commitment to helping organizations move faster, operate smarter, and transform customer experience in a meaningful, differentiated way.”
This recognition follows Zoom’s earlier presence in the Gartner Magic Quadrant for Unified Communications as a Service (UCaaS), showcasing the strength of its unified platform strategy. The integration of communication and contact center features into one user-friendly experience is a game-changer for businesses looking to streamline operations.
The implications of this recognition are profound. Businesses worldwide are increasingly seeking advanced solutions that enhance customer interactions, making Zoom’s AI-driven offerings particularly timely. Organizations utilizing Zoom Contact Center can expect to see improved efficiency and customer satisfaction as they leverage these innovative tools.
For those interested in the detailed insights from this recognition, a complimentary copy of the Gartner Magic Quadrant for CCaaS is available on Zoom’s website. This pivotal report offers crucial information for businesses aiming to enhance their customer service capabilities.
Zoom’s mission remains clear: to provide an AI-first work platform for human connection. Since its founding in 2011, the company has rapidly evolved to support various sectors, offering solutions that strengthen relationships throughout the customer lifecycle.
Stay tuned for more updates as Zoom continues to innovate and lead in the contact center landscape.
