Featured among nine companies benchmarked globally — recognized for growth and innovation in the workforce engagement management market.
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The Frost Radar™: Workforce Engagement Management, 2025 benchmarks companies in the global workforce engagement management market, which Frost & Sullivan defines as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact center resources to boost operational efficiency, performance, and agent and customer engagement — which improves both customer experience and employee experience. WEM focuses on recruitment, onboarding, evaluating, training, coaching, and motivating the workforce. Frost & Sullivan understands that employee engagement and customer engagement are interdependent and of equal importance. From a broad field of participants, nine companies were selected for benchmarking based on their leadership or other distinctions, and assessed across 10 Growth and Innovation criteria. The 2025 edition was authored by Ankita Singh.
Zoom's recognition on the Frost Radar™ for Workforce Engagement Management reflects its expansion into a market traditionally dominated by established standalone WEM providers — and signals that Zoom's approach of building workforce engagement management natively within its contact center platform is gaining independent analyst recognition. For organizations already running Zoom Contact Center, this means Zoom Quality Management and Zoom Workforce Management are available within the same unified environment — removing the need to integrate separate WEM vendors and allowing supervisors to access quality scoring, interaction analytics, forecasting, and scheduling from a single platform. Zoom's inclusion on the Frost Radar™ reflects its growth momentum and innovation in the workforce engagement management market, and underscores its ambition to serve both employee experience and customer experience needs on one unified platform.
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