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 on 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 addition 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.