Dialpad receives an Honorable Mention in the 2025 Gartner® Magic Quadrant™ for CCaaS
Product Marketing Director
Tags
Share
Today, the very DNA of customer service is being rewritten, not by incremental change, but by a seismic shift fueled by agentic AI.
That’s why we’re proud to receive an Honorable Mention in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS)—a first for this space.
In our opinion, when Gartner recognizes market leadership, it’s a home run, but when those findings are backed by real-world results, it’s a game changer. That’s why we're equally excited to receive Strong Performer recognition in the Gartner® Voice of the Customer™ for both CCaaS and UCaaS. We believe, these reports, built on authentic customer feedback, confirm that our dedication to a seamless, intuitive, and effective platform is a tangible reality.
“We were the first to offer a unified communications experience with AI underpinning every step of the customer experience from real-time guidance to coaching agents. This has driven our breakaway growth and customers are responding.” - Craig Walker, Dialpad founder and CEO
Our journey began way before Generative AI was a buzzword, with the unwavering belief that AI should be the foundational layer of a truly intelligent communication platform—not a bolted on feature. Now, a leading industry authority has acknowledged our vision in a groundbreaking way, backed by the very voices of our customers.
The shifting sands of the CCaaS market
In the contact center, the days of just answering calls and replying to emails are over. It’s time to stop reacting and start anticipating. This is what’s driving a feverish race toward a future powered by AI that doesn’t just assist, but acts.
Businesses aren't debating if they should adopt AI—they're scrambling to figure out how. They need a solution that can meet this relentless demand and scale with it, led by innovators like Dialpad who have been building for this moment from day one.
From vision to value
The Dialpad platform was built from the ground up to unify all forms of business communications on a single, intelligent layer. This native AI foundation allows for a truly unique user experience, one where insights and automations are woven seamlessly into the fabric of every conversation.
With agentic AI, we're moving beyond simple chatbots and reactive AI to a proactive system that can handle complex, multi-step tasks like rescheduling appointments, providing order updates, or troubleshooting an issue. Our vision, once seen as audacious, is now the baseline for the future of CX.
“Today we are once again on the forefront of agentic AI innovation, enabling our customers to effortlessly deliver fully autonomous, intelligent workflows in their organizations.” - Craig Walker, Dialpad founder and CEO
We’re ready to support enterprise companies looking to leverage agentic AI—not just to optimize operations, but to transform them entirely. The value we deliver isn't some theoretical concept—it's a measurable reality. Imagine an AI-powered voice assistant that handles over 60% of routine inquiries, freeing your team for high-stakes issues. Or real-time coaching that boosts CSAT scores by double-digit percentages. Or automated summaries that claw back hours of work every single week. That's what we bring to the table.
A collective victory: What comes next
To us, this is a milestone on a much larger journey. It’s a collective victory that belongs to everyone who has believed in and supported us.
Dialpad is in the Gartner Magic Quadrant for Contact Center as a Service. We’ll continue to build on this momentum, pushing the boundaries of what’s possible with agentic AI, and ensuring that we’re not only meeting the needs of the market but shaping the future. The CCaaS landscape is changing, and we’re way out in front.