September 29, 2025
Gartner’s Magic Quadrant for Unified Communications as a Service Highlights AI and Collaboration
Hot on the heels of Gartner’s CCaaS Magic Quadrant, the unified communications edition is out for businesses considering revamping or building out their contact centre strategy. Unsurprisingly, leading the report’s insights are the twin boosters of collaboration and AI.
Nestling happily in the Leader Quadrant, Microsoft, Zoom, Cisco and RingCentral dominate proceedings. The Visionaries quadrant sees 8×8, GoTo and Dialpad moving the needle, while Sangoma, Wildix, Vonage and Google lurk in the Niche Players zone, with no one challenging these major brands.
Gartner’s key assertion for future planning is that “By 2028, 90% of organizations will use their existing cloud office/collaboration platforms for enterprise telephony instead of specialized telephony platforms, which is a major increase from 30% in 2025.” That will lead to reduced spend and a cut in UCaaS spending.
Gartner Highlights the AI and Collab Shuffle
Gartner notes that the companies highlighted in the Magic Quadrant for UNified Communications as a Service (UCaaS) aim to differentiate with AI capabilities focused on customer-facing and collaboration features.
Zoom’s notes that this is its sixth appearance in the Magic Quadrant for UCaaS, and the company is one of two placed in both UCaaS and CCaaS MQs. “It’s a tremendous honour to be recognized in the Gartner Magic Quadrant for UCaaS for a sixth year in a row.” Said Shawn Rolin, General Manager for Zoom Workplace, Global Solutions Engineering and Services.
“And to be one of only two companies to receive placements in both UCaaS and CCaaS Magic Quadrants, we feel this validates our commitment to AI-first innovations that help people do their work faster and better.”
8×8 is celebrating 16 years in this Magic Quadrant with Samuel Wilson, Chief Executive Officer, noting “We believe our recognition in the 2025 Gartner Magic Quadrant for UCaaS is a validation of our mission to deliver simple, reliable, and scalable communications that help customers run their business better, As we continue to innovate across our unified platform—from AI-driven insights to native contact centre capabilities—we remain focused on outcomes that matter most to our customers: faster time-to-value, predictable TCO, and the ability to scale without complexity.”
Vonage’s Reggie Scales, President and Head of Applications, commented that, “We believe being named in the Gartner Magic Quadrant for CCaaS is a testament to our team’s dedication to delivering solutions that make a real difference to enterprises around the world.
We’re focused on improving the self-service experience for end users and empowering agents with intuitive, AI-powered tools that work right alongside them. Our unified contact centre and communications platform work seamlessly with the CRM and productivity systems enterprises use, such as Salesforce and ServiceNow and more, making it simple to boost agent productivity, streamline support operations, and build customer loyalty.”
The common themes of AI, a single experience/pane of glass across the collective commentary highlights where UCaaS is headed and what end users can expect as their business updates to the cutting edge of UCaaS products.
