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CX Today’s Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025.
Joining him for this conversation are two respected industry analysts:
- Zeus Kerravala, Principal Analyst at ZK Research
- Liz Miller, VP & Principal Analyst at Constellation Research
Together, the analysts unpack the biggest takeaways from this year’s Magic Quadrant and what they mean for enterprise buyers:
How Should Buyers Really Use the Magic Quadrant?
Kerravala and Miller highlight the strengths and pitfalls of using the quadrant as a buying guide, and why context and organizational needs matter more than dot placements.
What Does the Lack of Visionaries Mean?
This year’s quadrant features no visionaries, which both analysts argue misses the mark. They explore why vendors like Zoom and Cisco arguably deserve different placements.
Which Placements Were Most Surprising?
Miller and Kerravala discuss the vendors they believe the Magic Quadrant matrix somewhat misrepresents, and which other vendors they’d like to see come into the study.
How Can the Gartner Magic Quadrants Improve?
A lot of effort goes into Gartner Magic Quadrant reports, but the format has its flaws. The analysts share what they’d like to change.
