Zoom recognized in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service for the first time
Zoom (NASDAQ: ZM) has achieved a significant milestone by being included in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) for the first time. This recognition comes just three years after the launch of Zoom Contact Center in 2022.
The company's inclusion highlights the success of its AI-first platform strategy, which integrates artificial intelligence throughout the platform for both self-service automation and live agent assistance. This achievement follows Zoom's previous recognition in the Gartner Magic Quadrant for UCaaS, reinforcing the company's unified platform approach that combines communication and contact center capabilities in a single interface.
Zoom (NASDAQ: ZM) ha raggiunto un traguardo importante venendo inclusa per la prima volta nel Gartner® Magic Quadrant™ 2025 per il Contact Center as a Service (CCaaS). Questo risultato arriva a soli tre anni dal lancio di Zoom Contact Center nel 2022.
L'inserimento evidenzia il successo della sua strategia AI-first, che integra l'intelligenza artificiale in tutta la piattaforma per l'automazione self-service e il supporto agli operatori in tempo reale. Tale riconoscimento segue la precedente presenza di Zoom nel Gartner Magic Quadrant per UCaaS, confermando l'approccio unificato dell'azienda che combina comunicazione e funzionalità di contact center in un'unica interfaccia.
Zoom (NASDAQ: ZM) ha alcanzado un hito importante al ser incluida por primera vez en el Gartner® Magic Quadrant™ 2025 para Contact Center as a Service (CCaaS). Este reconocimiento se produce solo tres años después del lanzamiento de Zoom Contact Center en 2022.
La inclusión subraya el éxito de su estrategia AI-first, que integra la inteligencia artificial en toda la plataforma tanto para la automatización de autoservicio como para la asistencia en vivo a los agentes. Este logro se suma al reconocimiento previo de Zoom en el Gartner Magic Quadrant para UCaaS, reforzando el enfoque unificado de la compañía que combina comunicaciones y capacidades de contact center en una sola interfaz.
Zoom (NASDAQ: ZM)가 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS)에 처음으로 포함되는 중요한 성과를 달성했습니다. 이 인정은 2022년 Zoom Contact Center 출시 후 단 3년 만에 이루어졌습니다.
이번 등재는 셀프서비스 자동화와 실시간 상담원 지원을 위해 플랫폼 전반에 인공지능을 통합한 AI 우선(AI-first) 플랫폼 전략의 성공을 보여줍니다. 이 성과는 UCaaS 부문 Gartner Magic Quadrant에 이름을 올렸던 이전 인정에 이어, 통신과 컨택센터 기능을 하나의 인터페이스로 통합한 회사의 통합 플랫폼 접근 방식을 강화합니다.
Zoom (NASDAQ: ZM) a franchi une étape importante en étant inclus pour la première fois dans le Gartner® Magic Quadrant™ 2025 pour le Contact Center as a Service (CCaaS). Cette reconnaissance intervient seulement trois ans après le lancement de Zoom Contact Center en 2022.
Cette inclusion met en avant le succès de sa stratégie AI-first, qui intègre l'intelligence artificielle dans l'ensemble de la plateforme pour l'automatisation en self-service et l'assistance aux agents en temps réel. Ce succès s'ajoute à la reconnaissance antérieure de Zoom dans le Gartner Magic Quadrant pour l'UCaaS, renforçant l'approche unifiée de la société qui combine communications et fonctionnalités de centre de contact dans une seule interface.
Zoom (NASDAQ: ZM) hat einen bedeutenden Meilenstein erreicht: Das Unternehmen wurde erstmals in das Gartner® Magic Quadrant™ 2025 für Contact Center as a Service (CCaaS) aufgenommen. Diese Anerkennung erfolgt nur drei Jahre nach dem Start von Zoom Contact Center im Jahr 2022.
Die Aufnahme unterstreicht den Erfolg der AI-first-Plattformstrategie, die künstliche Intelligenz über die gesamte Plattform hinweg sowohl für Self-Service-Automatisierung als auch zur Unterstützung von Live-Agenten integriert. Diese Auszeichnung folgt auf Zooms frühere Anerkennung im Gartner Magic Quadrant für UCaaS und bekräftigt den einheitlichen Plattformansatz des Unternehmens, der Kommunikation und Contact-Center-Funktionen in einer Oberfläche vereint.
- First-time recognition in Gartner Magic Quadrant for CCaaS demonstrates rapid product evolution
- Successful implementation of AI-first platform strategy in contact center solutions
- Presence in both UCaaS and CCaaS Magic Quadrants validates unified platform strategy
- None.
SAN JOSE, Calif., Sept. 10, 2025 (GLOBE NEWSWIRE) -- Zoom Communications, Inc. (NASDAQ: ZM) today announced it has been recognized in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). This is Zoom’s first inclusion in the Magic Quadrant for CCaaS, just three years after launching Zoom Contact Center in 2022.
Zoom believes this recognition highlights the strength of Zoom’s AI-first approach to customer experience, where AI is embedded in the platform from the ground up to support both self-service automation and live agent assistance.
“To us, being recognized in the Gartner Magic Quadrant™ for CCaaS so soon after launching Zoom Contact Center is an incredible milestone,” said Chris Morrissey, general manager of Zoom CX. “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.”
Zoom’s recognition in the CCaaS Magic Quadrant follows its presence in the Gartner Magic Quadrant for UCaaS. Zoom believes this reflects the strength of Zoom’s unified platform strategy, delivering both communication and contact center capabilities within a single, easy-to-use experience.
Download a complimentary copy of the Gartner Magic Quadrant for CCaaS here to read the full report.
To learn more about Zoom Contact Center, visit the Zoom website.
Gartner Disclaimer
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Marek Fernandez, Pri Rathnayake, Pankil Sheth, September 10th, 2025.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates, and are used herein with permission. All rights reserved.
About Zoom
Zoom’s mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at zoom.com.
Zoom Public Relations
Travis Isaman
press@zoom.us
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