September 11, 2025
Gartner’s Magic Quadrant for CCaaS Highlights Contact Centre Innovation
The usual suspects appear in the latest Gartner Magic Quadrant for the contact centre industry. It sees NiCE, Genesys, Amazon Web Services, Five9 and Talkdesk in the Leaders quadrant. Content Guru is the sole occupier in the Challengers box, with Cisco, Vonage and Zoom (the only new addition to the roundup) lurking in the niche player box.
You can download the report here for a look at the proprietary graphic and details. Unsurprisingly, there is no company in the Visionaries box, suggesting the maturity of the sector.
That’s even as Gartner points out “The CCaaS market continues to grow, yet buyers face increasing uncertainty from the emergence of generative and agentic AI, and the impending convergence with CRM CEC solutions.” If all players are adding AI features practically in lock-step, it remains hard for any vendor to differentiate.
Among the highlights, all firms are noted for the addition of AI features, further integration and interactions with other products. Genesys getting a nod for providing valuable valuing customer journey analytics and Zoom for investing aggressively in R&D (including AI capabilities).
Honourable mentions went to DialPad, 8&8 (read our CEO interview. “AI is a Thought Partner, Not a Thought Leader”) and Sprinklr among others.
NiCE to CC You
NiCE is among the companies celebrating being named a Leader, marking the 11th consecutive year for the company. It also achieved its strongest placement yet, ranked highest for Ability to Execute and furthest for Completeness of Vision. And, for the first time, NiCE has been positioned both highest and furthest on the Gartner axes, underscoring its role in shaping the future of customer experience.
Five9 celebrates its eighth year on the run down, “Helping our customers transform and elevate their customer experiences has been the guiding principle of Five9 from the very beginning,” said Mike Burkland, CEO and Chairman of Five9. “We believe being named a Leader in the Gartner Magic Quadrant for the eighth time validates our strategy and underscores the trust that thousands of enterprises place in Five9. With our AI-driven platform, CX expertise, and unmatched market fit, we remain committed to building industry-defining solutions that empower organizations to connect with their customers in more meaningful, effortless, and impactful ways.”
Another leader, Talkdesk notes that “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 modern customer journeys,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
