Zoom named a Leader in IDC MarketScape for Agentic CCaaS

Zoom has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Centre as a Service Platforms 2026 Vendor Assessment.

The assessment highlights Zoom’s approach to bringing contact centre capabilities together with its wider communications platform.

Zoom CX combines cloud telephony, meetings, chat and contact centre functionality, with routing, virtual agents, agent assistance, workforce management and analytics operating from a shared data foundation.

Zoom contact centre also includes no-code IVR and bot flows, alongside Zoom Virtual Agent, AI Expert Assist and workforce engagement management capabilities.

The report noted: “A well-documented, ongoing program advancing AI capabilities within the platform gives Zoom a credible, forward-looking innovation narrative.”

The assessment also identified a potential fit for organisations already using Zoom’s wider communications tools.

It stated: “Zoom contact centre 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 centre operations, minimizing training and change-management overhead.”

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