Gartner's 2026 report identifies AI, contact center, and CPaaS as the key differentiators among UCaaS providers
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The Gartner Magic Quadrant for Unified Communications as a Service evaluates providers of collaboration-driven communications services — primarily telephony, meetings, messaging, and contact center — in a market where AI, contact center, and CPaaS capabilities have become the key points of differentiation between vendors. The research is intended to help heads of infrastructure and operations select providers that align with their organizations' needs.
Gartner plots vendors on a two-axis quadrant assessing Completeness of Vision and Ability to Execute, and classifies them as Leaders, Challengers, Visionaries, or Niche Players. A Leader designation indicates a vendor demonstrates strong execution across current offerings alongside a credible and well-articulated roadmap. The 2026 edition evaluated nine providers.
Zoom has been named a Leader in the Gartner Magic Quadrant for UCaaS for a seventh consecutive year. We believe this reflects our continued dedication to delivering a unified communications platform that helps organizations connect, collaborate, and get more done. Our UCaaS offerings include Zoom Chat, Zoom Phone, Zoom Meetings, and Zoom Contact Center, all designed with built-in AI to serve businesses of all sizes — particularly large organizations and those in government, education, healthcare, and financial services.
We also believe this recognition is consistent with the pace of investment we've made over the past year. That includes ZoomMate, with agentic AI capabilities that automate tasks; expanded integration with platforms including Microsoft Teams; and purpose-built vertical solutions such as Zoom Workplace for Clinicians and Zoom Workplace for Frontline. Alongside our continued focus on security, privacy, and compliance, these represent our commitment to helping organizations collaborate smarter and more efficiently.
Read more in our blog post.
Get the full report here.
Gartner, Magic Quadrant for Unified Communications as a Service, Pankil Sheth, Megan Fernandez, Nitin Narang, 29 July 2026.
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