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Interview4 Sept 2025 · 1 min read

Who Leads the CCaaS Space in 2025?

CX Today's Charlie Mitchell and analyst Zeus Kerravala break down who's leading the CCaaS market in 2025, and who's falling behind.

Charlie Mitchell

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CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.

However, the conversation goes deeper, with the pair also discussing:

  • How to Choose the Right CCaaS Vendor for Your Business: The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability.  Spoiler: there’s no “one-size-fits-all” answer.
  • Top Performers in the CCaaS Space: From Cisco’s hybrid strengths to AWS’s pay-as-you-go model, Kerravala highlights the vendors excelling across different customer segments.
  • Who's Falling Behind?: Despite their size and potential, Google and Microsoft haven't yet gone all in CCaaS. Kerravala shares why these tech giants may be missing their market opportunity.

Visit the Gartner Peer Insights Voice of the Customer for CCaaS report.

Dive deeper into the Cisco Webex Contact Center - the Gartner Customers' Choice platform.

Don’t forget to subscribe to our channel and join the discussion over on LinkedIn.

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