Zoom just landed in Gartner’s CCaaS Magic Quadrant™. We saw this coming.

For years, we've called Zoom Contact Center the inevitable contender: AI-first, agile, and quietly building momentum. And today, it’s official: Zoom has earned its place in the 2025 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS).

Frankly, it’s about time.

What this means, and why it matters

Zoom’s inclusion just three years after launching its CCaaS solution speaks volumes about the trajectory:

• It’s AI-first from inception, not an afterthought or bolt-on. We've been saying this for years now, and Gartner has recognised it.

• It’s part of a broader unified platform strategy, integrating UCaaS, AI assistance, and contact centre capabilities. There's definitely a growing trend towards this approach in-market.

• It's not about hype: Zoom also earned a Top Provider nod in the MetriStar Awards, confirming customer satisfaction and operational results.

At Acceleraate, we’ve believed in Zoom's CX mission since becoming the UK’s first Zoom Contact Center partner back in 2022. So this recognition isn’t a surprise - we see it as vindication!

Some players are quietly missing

Meanwhile, other players who once comfortably sat in the Gartner Magic Quadrant™ are now conspicuous by their absence. But organisations today don't just look at performance, they look at evolution. And as one of those legacy competitors moves out of Gartner’s view, our reaction is simple: we’re not really surprised. Because today’s CX landscape rewards AI-native, unified platforms, not ecosystem patchworks.

Zoom’s recognition confirms a strategic reset

1. AI at the core, not a fashion accessory:

The CCaaS market is full of vendors racing to bolt AI onto old architectures. This results in AI that’s more marketing veneer than meaningful capability. Zoom, by contrast, is AI-native. From Zoom AI Companion to Zoom Virtual Agent, AI isn’t just a sideshow, it’s part of the headline act. It means customers get smarter self-service, agents get real-time assistance, and leaders get actionable insights without expensive third-party bolt-ons. In an industry where too many providers are still piloting, Zoom is already delivering.

2. Stack simplification through unity

For years, enterprises were told they needed best-of-breed tools stitched together with middleware and goodwill. But Zoom flips that model on its head. With a single platform, organisations get CCaaS, UCaaS, and AI working as one. And it’s not just theory: Zoom is now one of only two vendors recognised in both the Gartner UCaaS and CCaaS Magic Quadrant™.

This matters. Because it’s proof that Zoom isn’t just bolting channels together. It’s building a truly unified platform where customer conversations, employee collaboration, and automation live side by side. The benefits are immediate: fewer vendors to manage, faster innovation cycles, and a simpler, more resilient architecture.

3. Proof, not promise

The CCaaS market has always been full of bold roadmaps and shiny slideware. But the problem with that is customers can’t deploy a roadmap; they can only deploy product. Zoom’s recognition isn’t built on vision alone, it’s built on execution. Enterprises are already rolling out voice, video, and digital channels, embedding AI for real-time assistance, and deploying automation with measurable results. And thanks to its platform heritage, Zoom is offering it in weeks, rather than quarters.

That speed makes all the difference. In a market where legacy deployments drag on, Zoom gives leaders something better: outcomes, rather than excuses.

Where Acceleraate fits in the new CX era

At Acceleraate, we don’t just cheer from the sidelines. We make it real for enterprise organisations.

• We connect Zoom Contact Center, Phone, and Virtual Agent into your ecosystem via IntegrationHub.

• We automate workflows that replace point solutions.

• We embed AI intelligently across calls, chats, dashboards, and data lakes.

We’ve spent two decades helping organisations transform CX, and we’ve seen how fragile the Jenga stacks of legacy tools crumble. That’s why we back Zoom’s unified, AI-first approach, and why we’re helping enterprises consolidate and scale on it today.

Final thought

Zoom joining Gartner’s CCaaS Magic Quadrant™ isn’t an accident. It’s a clear sign that the market is shifting to AI-native, unified platforms that deliver outcomes fast.

At Acceleraate, we backed Zoom to be the next big thing in CX back in 2022. And today, Gartner confirms what we already knew...