Gartner Releases Magic Quadrant for CCaaS 2025

The latest edition of Gartner’s Magic Quadrant for Contact Centre as a Service (CCaaS) is now available.

A Quick Overview

Gartner’s Magic Quadrant research helps customer service and support technology leaders find the right provider for their needs. This view of the market is focused on technologies and approaches delivering on the future needs of end users, not only the market as it is today.

After years of relative stability, the 2025 CCaaS Magic Quadrant sees real movement – with Talkdesk joining the Leaders and reshuffles across Challengers and Niche Players, with new entries appearing this year.

Magic Quadrant for CCaaS 2025

Here is a list of all the vendors – alongside a summary of their solutions and key strengths – which, according to Gartner, featured in their Magic Quadrant for Contact Centre as a Service 2025.

The Leaders

NiCE

This year, NiCE was positioned furthest for Completeness of Vision and highest for Ability to Execute among all vendors in the Leaders Quadrant—a first-time milestone in the company’s history. This also marks the eleventh consecutive year NiCE has been named a Leader in the CCaaS Magic Quadrant.

NiCE attributes this achievement to the continued innovation behind its CXone Mpower platform—an AI-powered, unified customer experience solution that seamlessly combines workflow automation, self-service, and real-time agent assistance into one scalable ecosystem. Purpose-built for customer service, CXone Mpower applies advanced AI across the entire customer journey—orchestrating conversations, automating routine tasks, and enhancing agent performance to deliver more personalized, efficient experiences. Their recent acquisition of Cognigy has further strengthened their AI product offering.

“We believe this recognition further validates NiCE’s role in shaping the future of customer experience,” said Barry Cooper, President of NiCE’s CX Division. “With CXone Mpower, we’re arming agents with real-time intelligence, automating complex processes, and advancing AI that can reason and act—all with one goal: to transform service into experiences that feel effortless, connected, and deeply human.”

Genesys

Genesys is recognized as a Leader this year for its Genesys Cloud CX platform. Well-suited for organizations of all sizes, across industries and regions—particularly those prioritizing customer journey analytics, AI capabilities, and deep CRM and customer engagement center (CEC) integrations.

Leveraging its long-standing global presence in on-premises contact center solutions, Genesys has driven rapid, sustained growth in its cloud business. Genesys Cloud CX is available both directly and through a network of channel partners.

The platform offers a robust suite of AI-enabled features, including virtual agents, AI assistants for agents and supervisors, and is priced through a mix of packaged software and consumption-based tokens.

Over the past year, Genesys has expanded its platform with enhancements such as deeper ServiceNow integration, new AI assistants, social listening and engagement tools, a packaged AI pricing bundle, and upgrades to its customer journey management capabilities.

At the time of Gartner’s evaluation, Genesys had announced—but not yet launched—its Cloud AI Studio and AI Guides, both of which are now available. Looking ahead, the roadmap includes innovations such as admin AI assistants, AI-powered coaching, multi-article retrieval-augmented generation (RAG), email virtual assistants, and AI agent checklists, among others.

“We believe our consistent placement as a Gartner Magic Quadrant Leader reflects our continued innovation and validates Genesys as the partner enterprises can trust to lead them into the future,” said Olivier Jouve, chief product officer at Genesys. “Backed by the proven track record of the Genesys Cloud platform and its native AI, we’re focused on enabling companies to automate, personalize, augment and optimize every step of the customer and employee journey.”

Amazon Web Services (AWS)

Amazon Web Services (AWS) has been named for its robust scalability and extensive customization capabilities make it a strong fit for even the most complex and high-demand contact center environments. AWS offers Amazon Connect both directly and through a growing network of major channel partners—including global system integrators (GSIs) and Salesforce—serving organizations of all sizes, from startups to large global enterprises.

Amazon Connect is particularly well-suited for businesses that have adopted AWS as part of their broader cloud, data, and AI strategies, especially those with existing AWS purchase commitments.

Five9

Five9 is positioned as a Leader for its Intelligent CX Platform is widely adopted by organizations of all sizes across the US, including US based multinational companies, and is steadily expanding its global capabilities. Five9 supports several large-scale deployments with over 10,000 agents and offers integrations across a diverse range of industry-specific applications.

Five9 was the first vendor in this Magic Quadrant to introduce an AI Studio, providing a comprehensive toolkit for building, testing, deploying, and optimizing AI-powered virtual assistants. This includes the ability to evaluate and compare the performance of multiple large language models.

Recent innovations on the Intelligent CX Platform include the launch of AI agents, intent and entity recognition, Generative AI development tools, and enhanced integrations with Salesforce and ServiceNow. The platform’s roadmap features advancements such as chat-based AI agents, AI-driven interaction routing and in-queue call treatments, as well as LLM-powered guidance and next-best-action capabilities for chat and SMS interactions.

Talkdesk

Talkdesk is positioned as a Leader for its CX Cloud platform, available both directly and through a broad network of channel partners, offering seamless integration across a comprehensive suite of natively built contact centre capabilities.

Talkdesk delivers a strong vertical strategy, providing industry-specific packages that include prebuilt integrations with commonly used systems, customizable agent desktops, and AI-driven use cases. The platform also features predefined workflows tailored to common interaction patterns within each vertical, streamlining deployment and operational efficiency.

With a globally distributed infrastructure, Talkdesk is well-suited for multiregional enterprises, particularly those headquartered in North America or Europe.

Over the past year, the company has introduced several key enhancements, including agentic AI functionality, AI usage templates, knowledge discovery tools, and the ability to deploy its AI capabilities on third-party CCaaS platforms. The launch of their CXA product this year has further impressed.

Looking ahead, Talkdesk’s roadmap focuses on expanding process mining and automation, advancing multi-AI agent functionality, and introducing capabilities such as real-time AI coaching and AI-enabled outbound engagement.

To quote Tiago Paiva, Talkdesk’s CEO:

“We are incredibly proud to be recognized by Gartner as a Leader in the 2025 Contact Center as a Service Magic Quadrant. We believe this is a testament to our team’s relentless commitment to leading a new era in customer experience with Customer Experience Automation, a new category and platform designed to automate the full complexity of the modern customer journey. We’re deeply committed to customer success, so this is an honor to see clients frequently express satisfaction with the responsiveness and expert guidance from our account management teams.”

The Challengers

Content Guru

Content Guru is recognized as a Challenger in this year’s Magic Quadrant. Its flagship CCaaS platform, storm CONTACT, is primarily adopted by large enterprises with complex integration and customization requirements—particularly those headquartered in the U.K. and across Europe. The company serves a broad range of industries, with strong market presence in insurance, healthcare, and government sectors.

Notably, storm CONTACT is the only CCaaS solution in this Magic Quadrant to have achieved FedRAMP High Impact Level Authorization, underscoring its robust security and compliance capabilities. It also offers a deployment option with a 100% availability service-level target, catering to organizations with strict uptime requirements.

Recent product enhancements include work-item routing, intent and entity recognition, and upgrades to real-time transcription, interaction summarization, and automated quality management. Looking ahead, the roadmap features agentic AI-powered bots, improvements in real-time translation, empathy scoring, next-best-action recommendations, and more advanced workflow management capabilities.

“It is pleasing to be recognized as one of only nine vendors recognized in the latest global CCaaS Magic Quadrant,” commented Sean Taylor, CEO, Content Guru. “In recent years we have invested heavily in product development, in areas such as AI, with our ‘omni-automation’ products, and IoT, with our ‘omni-customer’ solutions. Achieving FedRAMP High accreditation took multiple years and cost us millions of dollars to achieve. Those investments, including our headcount expansion in all regions around the world, in particular the US, have put us in a very strong market position and we look forward to building that momentum. We believe our recognition reflects these efforts and results.”

The Niche Players

Cisco

Cisco is positioned as a Niche Player in this year’s Magic Quadrant. Its Webex Contact Center, delivered primarily through indirect channel partners, continues to evolve with steady innovation and new feature rollouts aligned to its product strategy. The platform is gaining notable traction among midsize contact centers and is expanding its customer base.

Webex Contact Center is particularly attractive to organizations transitioning from Cisco’s on-premises solutions or those seeking to consolidate their CCaaS and UCaaS needs with a single provider. While commonly adopted alongside Webex Calling, the platform is also deployed in environments using alternative UCaaS platforms such as Microsoft Teams. Additionally, it is being adopted by larger contact centers and by customers new to Cisco’s contact center offerings, depending on specific use cases.

Vonage

Vonage is positioned as a Niche Player in this year’s Magic Quadrant. Operating as a wholly owned subsidiary of Ericsson, Vonage continues to go to market under its own brand. Its Vonage Contact Center (VCC) is offered as a standalone CCaaS solution, while Vonage Fusion combines VCC with UCaaS, AI, and CPaaS capabilities to deliver an integrated communication platform.

Vonage has historically differentiated through its deep integration with Salesforce Service Cloud, and has since broadened its compatibility with other CRM and CEC systems. VCC is widely adopted among contact centers with fewer than 300 agents, though the platform is capable of supporting much larger deployments.

Recent updates to VCC include native digital channel support, AI-driven transcription and summarization, and enhanced workforce management tools. The company’s AI roadmap includes features such as multilingual virtual assistants, Salesforce AgentForce integration, bring-your-own-bot (BYOB) support, and agent assist capabilities like knowledge base suggestions, next-best-action recommendations, and automated checklists.

Zoom

Zoom is recognized as a Niche Player in this year’s Magic Quadrant. Launched in 2022, Zoom Contact Center is the newest offering among those evaluated and has quickly evolved from an add-on to Zoom’s UCaaS solution to a standalone CCaaS platform. It now supports integrations with other UCaaS platforms, including Microsoft Teams.

Currently, Zoom Contact Center is primarily adopted by small to midsize contact centers, but Zoom is making significant investments in R&D, AI capabilities, and go-to-market and support infrastructure to expand into larger enterprise deployments.

Over the past year, Zoom introduced enhancements such as additional digital interaction channels, integration with Microsoft Teams, and a range of enterprise-grade security and compliance features.

Zoom’s AI roadmap includes virtual agents with agentic capabilities for both chat and voice, advanced quality management tools for real-time conversation analysis, and enhanced data visualization and reporting features, among others.

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For immediate analysis we spoke to Finbarr Begley, Senior Analyst for CX and Enterprise at Cavell: “Genesys and NiCE remain firmly in the lead, underlining how sustained R&D investment and global scale are now prerequisites for CCaaS leadership. Amazon Connect continues to advance through steady investment in new tools and features, while Five9 is reinforcing its position with enterprise-grade deployments supported by its AI studio and strong customer success model. Talkdesk, meanwhile, shows that vertical depth and industry-specific AI workflows can carve out real differentiation in an increasingly level playing field.

Zoom’s arrival on the Magic Quadrant reflects the momentum of UCaaS players moving into CCaaS and the speed at which new entrants can gain credibility when backed by strong investment. It does make you wonder what other companies might find their way onto this MQ in the next few years!

More broadly, the quadrant shows that execution at scale remains the foundation of leadership, but differentiation is now also being defined by how well vendors can translate AI roadmaps into packaged value. Over the next few years, success will hinge less on who does the best plumbing of a global contact centre (though that will always need to be good too) and more on who can integrate analytics, CRM connections, and AI into customer journeys in ways that actually deliver measurable outcomes.”

We’ll continue to update this story, including insights from industry analysts and exclusive interviews with the featured vendors as this news develops.

Reviewed by: Jo Robinson