Zoom recognized in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service for the first time

Core Insights - Zoom Communications, Inc. has been recognized in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), marking its first inclusion in this category just three years after launching Zoom Contact Center in 2022 [1][3] Company Strategy - The recognition highlights the strength of Zoom's AI-first approach to customer experience, integrating AI into the platform to enhance both self-service automation and live agent assistance [2] - The general manager of Zoom CX stated that this recognition validates the company's AI-first platform strategy and emphasizes its commitment to helping organizations improve operational efficiency and customer experience [3] Unified Platform - Zoom's inclusion in the CCaaS Magic Quadrant follows its presence in the Gartner Magic Quadrant for Unified Communications as a Service (UCaaS), showcasing the effectiveness of its unified platform strategy that combines communication and contact center capabilities [3]