Zoom named a Leader in the 2026 IDC MarketScape for Worldwide Agentic Contact Center as a Service Platforms
Zoom announced that it has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center as a Service Platforms 2026 Vendor Assessment (doc #US54117326, August 2026).
As enterprises move to put AI at the front line of customer service, the contact center has become one of the most active areas of AI adoption. Zoom CX is an AI-native customer experience platform that unifies cloud telephony, meetings, chat, and contact center solutions. Routing, virtual agents, agent assist, workforce management, and analytics run on a single shared data foundation rather than a set of separately acquired tools, and they are built on the same Zoom platform many teams already use. Zoom uses a federated, multi-model AI approach across the platform to support autonomous resolution, real-time agent guidance, and cross-channel analytics.
Platform and AI capabilities
Zoom Contact Center includes no-code IVR and bot flows and integrates with Zoom Virtual Agent, AI Expert Assist, and workforce engagement management.
As noted in the report:
“A well-documented, ongoing program advancing AI capabilities within the platform gives Zoom a credible, forward-looking innovation narrative.”
When to consider the Zoom platform
For organizations weighing how a contact center fits into their broader communications and technology stack, the IDC MarketScape points to a clear fit:
“Zoom Contact Center is a compelling option for organizations already using Zoom Phone, Zoom Rooms, or Zoom Meetings that want to extend that same familiar interface into customer-facing contact center operations, minimizing training and change-management overhead.”
Learn More
To explore how Zoom Contact Center can help elevate your customer experience strategy, contact Zoom sales team for a product demonstration.
To learn more about Zoom’s placement, download a copy of the report.
About IDC MarketScape
IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.
Source: IDC MarketScape: Worldwide Agentic Contact Center as a Service Platforms 2026 Vendor Assessment (doc #US54117326 , August 2026).
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