Gartner Peer Insights is a platform where verified customers leave reviews of enterprise technologies.
Over an 18 month period, closing in January 2025, customers left 2,270 reviews of CCaaS providers on the platform.
Alongside written commentary, reviewers answered a standard set of questions, grading providers from one (bad) to five (good). In doing so, they rated vendors on their product capabilities alongside their sales, deployment, and support experience.
With this insight, alongside data into the size, industry, and region of customers, Gartner published its annual “voice of the customer” for CCaaS report.
The report shows how the 12 most reviewed vendors match up. Each provider boasts over €50MN in annual CCaaS revenue, in addition to 15+ reviews from customers on Peer Insights over the 15-month period.
They are all grouped into four categories: Customers’ Choice, Strong Performer, Established, and Aspiring. Here’s how they performed:
- Customers’ Choice: Cisco, Genesys
- Strong Performers: Content Guru, Dialpad, Nextiva, NiCE
- Established: AWS, Five9
- Aspiring: Ericsson (Vonage), Odigo, Talkdesk, Zoom
Headline Takeaways
Cisco and Genesys are this year’s global “Customers’ Choice” CCaaS providers.
Last year, Cisco placed as an “Aspiring” vendor. Yet, it has shot across the matrix this time around, with 96 percent of its customers now willing to recommend the provider, up from 78 percent in 2024.
The tech giant also scores highly on product capabilities. Cisco has done an excellent job over the past year of leveraging its broader enterprise technology portfolio to enable more differentiated innovation. For instance, it has embedded Thousand Eyes for embedded security – a unique and significant addtion as contact centers deal with increasing attacks from fraudsters.
Meanwhile, Genesys continues to impress with its deployment experience, tried-and-tested global services, and ongoing support.
Additionally, the vendor has made moves to boost its pricing strategy, with a simple token-based approach to AI, which allows brands to test, monitor, and implement AI features at a conservative speed. It has also boosted its ecosystem, with first-of-its-kind integrations with the likes of Salesforce and ServiceNow, committing to increased CCaaS -CRM convergence.
Genesys placed only behind AWS for total number of reviews, a positive reflection on its success in acquiring customers. AWS’s success here underscores the potential for hyperscalers to win business in the crowded CCaaS market.
Alongside AWS and Genesys, Five9 and Cisco secured over 100 reviews, reflecting their strong market presence.
Content Guru also fares well in the report, with all 62 customers giving it a review willing to recommend the vendor. It was the only vendor to achieve this feat. NICE also scores well on this metric, with 97 percent of customers happy to recommend the provider.
However, NICE will be disappointed to fall into the Strong Performer category, as a Customers’ Choice provider last time around. This is perhaps due to the limited number of reviews that the vendor received, as it still receives positive scores across the board. Indeed, only 50 customers reviewed the vendor in the 18-month period, that’s little more than a seventh of those that scored AWS.
Elsewhere, newcomers to the study include Odigo, Nextiva, and Zoom. The latter’s inclusion is an indicator of its rapid growth in the space, entering less than three years before Gartner collated these results. Again, that underlines how larger tech providers, with deeper enterprise tech portfolios, are finding success in a space conventionally dominated by pure-play providers.
How Did All the CCaaS Providers Perform?
Here’s a snapshot of some key vendor-specific statistics from the report, alongside original commentary.
AWS
Amazon Connect by AWS is the most-reviewed CCaaS platform on the Gartner Peer Insights website, rubberstamping its position at the market’s forefront.
AWS also scores highly (4.5 out of five) for its deployment and support experience, which underlines Connect’s transition from a platform that businesses piece together themselves to one they can buy with all the bells and whistles attached.
The tech giant also demonstrates a robust global presence, with a large number of enterprise customers across all regions. Indeed, 16 percent of reviews come from businesses worth over $10BN.
Many of these businesses likely chose the provider due to Amazon Connect’s alignment with the broader AWS portfolio, disruptive pricing strategy, and close integration with CRM giant Salesforce.
Cisco
As one of only two “Customers’ Choice” CCaaS providers, Cisco has made massive strides over the past 12 months to boost the Webex Contact Center.
Now, 96 percent of customers would recommend the vendor, up by 18 percent from just 12 months ago.
While it scores well across the board, Cisco receives 4.8 out of five for its product capabilities, with notable strengths in advanced agent assist, security, and voice capabilities.
As of late 2024, the Webex Contact Center is Cisco’s fastest-growing cloud product. Why? Close alignment with its broader portfolio, a large install base of on-premise customers cautiously migrating, and that security nous are likely significant factors.
Content Guru
Often unheralded, Content Guru breaks ground in this report by becoming the only vendor to have all its customers willing to recommend its CCaaS platform: storm.
It also receives the highest rating for product capabilities and sales experience across the entire report, with the latter underscoring the vendor’s focus on developing close customer relationships from the get go.
On product capabilities, Content Guru proved ahead of the curve in layering a data layer over its platform for improved data sharing, intelligence, and reporting. The UK-based provider was also one of the first to deliver multi-modal AI-led service experiences, emphasizing its ability to predict major industry trends and deliver cutting-edge innovation to customers.
Lastly, the report shows a diverse install base, with many large organizations in the public sector, financial services, and utilities selecting Content Guru for its ability to handle complexity in managing tricky workloads, ensuring compliance, and beyond.
Dialpad
Dialpad rebranded its CCaaS solution in 2024, adding advanced workforce management (WFM) capabilities acquired as part of its Surfboard roll-up.
It brings this together with a quality assurance product, including differentiated features like a predicted customer satisfaction (CSAT) score. That functionality exemplifies how Dialpad drives original innovation with first-party AI, which offers Dialpad more control over its roadmap.
As such, it’s little surprise Dialpad performs best for its product capabilities, rating 4.8 out of five. The provider also achieves this score on its deployment experience.
Dialpad’s sweet spot is midmarket businesses based in the US, with 84 percent of its customers based in North America. Its UCaaS heritage positions it well in this market segment.
Ericsson (Vonage)
Nowadays, Vonage receives more attention for its CPaaS portfolio than anything else. However, it maintains its deep CCaaS install base across Europe and North America.
Its ability to pull CCaaS together with CPaaS and UCaaS into a unified enterprise communications suite is an attractive proposition for the midmarket, where many of its customers sit. Indeed, the report suggests that 68 percent of customers fall under the $1BN valuation mark.
With CPaaS underlying its contact center platform, Vonage can leverage Ericsson’s network APIs for an enhanced voice experience. It also has a conversational AI arm that specializes in voice automation, further accentuating this strength.
On Peer Insights, Vonage scores best for its support and sales experience, recording a 4.3 out of five score for both.
Five9
Five9 is the third-most reviewed vendor on Gartner Peer Insights, underscoring its status at the market’s forefront.
The vendor scores best for its support experience, achieving a 4.7 out of five score in this category. Its drive to boost its partner strategy has helped ensure product expertise is always nearby for global customers. That is likely a significant contributor to this high score.
Additionally, Five9 customers are increasingly willing to recommend the provider, with 86 percent now happy to do so. That’s up from 84 percent last year.
Finally, the vendor has launched a Genius AI strategy to encourage customers to augment their contact centers with the latest tech. With significant emphasis on this approach, it’ll be fascinating to see how its scores change in 2026.
Genesys
Genesys demonstrates a broad customer mix in terms of size, sector, and region. It pairs this with a five-star rating from 75 percent of the 325 customers who reviewed it on Peer Insights over the past 18 months.
Alongside this ability to meet an array of customer requirements, Genesys performs particularly well on product capabilities and deployment experience, reporting a score of 4.7 out of five across both.
For the latter, Genesys has long held a positive reputation, especially within its own on-premise install base. Its customers receive unique playbooks, with sector-specific guidance, to make the best of a still-tricky migration.
That’s a massive fear for many businesses as they recognize that many deployments stall, resulting in a period of hybrid stagnation, where they only leverage a percentage of the seats they’ve bought. Genesys can more effectively allay these concerns.
Nextiva
Go to any US-based contact center event, and Nextiva has likely put its name up in lights. Now, it’s starting to turn that massive marketing budget into business.
Customers seem generally positive, too, with 82 percent of companies willing to recommend the vendor, and the same percentage giving Nextiva a five-star rating.
Most of those customers are pegged to North America and operate within the midmarket, largely thanks to the provider’s long history in UCaaS.
Notably, Nextiva scores best for its deployment experience, picking up a 4.8 out of five score. It also scored impressively on its sales experience, recording at 4.7 rating.
NiCE
As last year’s only Customer’s Choice provider, NiCE surprisingly drops out of the top-right quadrant this time around.
That’s quite the shock, with the vendor receiving the second-highest willingness to recommend score from itd customers, which 97 percent willing to do so. Four in every five of its customers also gave the vendor a five-star review.
Additionally, NiCE scored joint-best in the report for its support experience, boasting a 4.8 out of five rating. Other known strengths include its deep workforce engagement management (WEM) portfolio, in-house AI and automation expertise, and history in working with some of the world’s biggest businesses, underpinned by a massive $576BN CCaaS megadeal last year.
However, with only 50 customers contributing to Peer Insights, NiCE has experienced a significant drop in verified reviews, which may have given Gartner less confidence in its positioning.
Odigo
After dropping off the report in 2024, Odigo is back, meeting the entry criteria for CCaaS revenues and number of reviews.
The uptick could be partly due to some European buyers looking for American alternatives, a trend noted by Five9 execs during its Q1, 2025 earnings call. That may have also boosted Content Guru.
Nevertheless, Odigo performs well, with 91 percent of its customers willing to recommend the vendor, and 4.6 out of five scores for product capabilities, sales experience, and deployment experience.
A chunk of Odigo’s appeal is in it spinning off from Capgemini, enabling it to creep into larger organizations that have close relationships with the global services provider.
Talkdesk
Talkdesk makes major gains from its performance in the 2024 edition of this report. Indeed, its customers’ willingness to recommend the vendor is up from 60 to 81 percent.
Its improved product capabilities have helped steer Talkdesk in the right direction, with the vendor extending its industry clouds with more sector-specific innovations, integrations and workflows. These clouds are a massive differentiator.
Additionally, the company has delivered an innovative Talkdesk Embed product, allowing systems integrators to place CCaaS capabilities at the heart of custom solutions and converge technologies across the front office.
Talkdesk also earns a 4.5 score for its deployments across its offerings, targeting all sizes of customers across its six core industries.
Zoom
Zoom entered the CCaaS market in 2022 with great aplomb. Now, it has 1,250+ customers, with 62 of those leaving reviews on Peer Insights, even more than NICE.
Its success and already high rating on product capabilities (4.6 out of five), underline its rapid innovation. Yet, also perhaps reflects how much of the CCaaS stack has become commoditized.
In this environment, that broader tech stack is massive in terms of differentiation. Zoom has this, with its entire communications stack on a unified platform. That’s attractive for many buyers, alongside the business’s focus on delivering consumer-grade solutions and its close co-innovation relationship with ServiceNow.
Lastly, with 91 percent of its customers willing to recommend, Zoom ranks much higher on this telling metric than many of the stalwart CCaaS providers included in this analysis.
Final Takeaway – Referencability Is Key
Gartner Voice of the Customer reports are a helpful resource when making buying decisions. After all, industry analysts can have their biases, and these studies help cut through the noise.
However, it’s critical to go deeper. Ask prospective vendors to connect one-on-one with real customers, hear the “worts and all” stories, and make use that insight to not only choose a partner but to get ahead of potential problems before they happen.
Another reason this is essential is that providers can incentivize happy customers to leave reviews on platforms like Gartner Peer Insights, obscuring the reader’s view of what is actually going on.
As such, don’t consider the report the be-all and end-all. Those Aspiring providers may, in many cases, be the best partners.
Moreover, other industry players not included within the analysis, like 8×8, Enghouse Interactive, Google, Microsoft, Sprinklr, and UJET, could be worth a closer look.
Earlier this year, CX Today produced an 80-minute video review of leading vendors in the space, with knowledgeable, independent analysts. Check that out here: The Top Ten CCaaS Providers to Watch in 2025
