02:27 07/11/2025
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way.
AWS, Five9, and Talkdesk join them in the Leader square, with the latter bouncing back after placing as a Visionary last year.
Content Guru also rises up the pile. It has shifted from the Niche Player quadrant and is now a Challenger. Meanwhile, Cisco moves in the opposite direction.
8×8 has dropped out of the evaluation, yet Zoom enters and takes its place as a Niche Player.
Alongside 8×8, Google, Microsoft, and Sprinklr are prominent CCaaS providers that don’t feature in the Magic Quadrant matrix.
