Unifying communications, empowering agents: Dialpad is a Strong Performer in Gartner’s “Voice of the Customer” reports for both CCaaS and UCaaS

At Dialpad, our mission has always been to help businesses elevate every conversation—whether it’s with a customer, a prospect, or a colleague—into a more thoughtful, smarter, high-impact exchange. That’s why we’re thrilled to share that Dialpad’s Ai-powered platform has been recognized in not just one, but two of Gartner’s influential “Voice of the Customer” reports:

• Voice of the Customer for Contact Center as a Service (CCaaS) – May 2025

• Voice of the Customer for Unified Communications as a Service (UCaaS) – June 2025

The reports provide insights into categories like Overall Experience, Capabilities, and Support/Delivery, along with User Interest and Adoption metrics like review volume, market coverage, and willingness to recommend. These judgments matter. Many buyers rely on “Voice of the Customer” to help them weigh competing products from the perspective of actual users. So we’re delighted to see how Gartner’s research underlines our vision of redefining business communications with Ai-powered innovation.

Dialpad and CCaaS

Gartner’s Voice of the Customer for CCaaS report, which came out in May, positioned Dialpad as a Strong Performer—meaning that according to customers, Dialpad ranks above the market average for Overall Experience. In fact, 93% of Dialpad reviewers say that they would recommend Dialpad to colleagues.

The CCaaS category covers cloud-based solutions that manage multichannel customer interactions—voice, messaging, digital, and self-service—while integrating analytics and workforce tools to enhance both the customer and agent experience. Our Ai-powered contact center, Dialpad Support, fits squarely into this space, offering real-time Ai transcriptions, live coaching, sentiment analysis, and deep integrations that help agents resolve issues faster and more effectively.

The fact that customers view Dialpad so favorably demonstrates our platform’s value and usability in high-stakes customer-facing environments. It validates our commitment to building practical Ai tools that empower agents with actionable insights during live interactions.

Dialpad and UCaaS

Just one month later, Gartner’s June 2025 Voice of the Customer for UCaaS report again placed Dialpad in the Strong Performer quadrant, with 90% willing to recommend our platform.

UCaaS brings together telephony, messaging, meetings, and collaboration into one cloud-delivered service. It’s the backbone of how organizations operate internally,_, supporting the seamless communication that today’s hybrid teams need.

Dialpad Connect integrates voice, video, and messaging into an Ai-first platform enriched with real-time Ai features like meeting summaries, call highlights, and automated action items. Being recognized in the UCaaS category is especially meaningful, given our longstanding belief in the power of unified internal and external communications to unlock productivity and empower teams to delight customers in every channel.

Real value from a unified platform

In most organizations, contact centers and internal communications still run on separate systems, which fragments data, workflows, and customer context. Being named a Strong Performer in both CCaaS and UCaaS underscores the benefits we’re able to offer by unifying these worlds:

• Deeper customer focus for every team in the organization:  Insights from customer conversations can inform internal strategy, and vice versa.

• Consistent experiences across channels: Whether it’s a sales call, support chat, or team meeting, the same Ai capabilities enhance speed, accuracy, and personalization.

• Faster innovation: One integrated platform means new Ai features and improvements benefit every user, across every communication type, instantly.

It’s also worth noting that it isn’t just me making these claims. Gartner reports are based on verified customer reviews. Every data point reflects the lived experience of an actual organization that uses Dialpad to run its business. This candid specificity offers buyers a clear, peer-informed view of what it’s like to work with our solutions every day.

The teams whose feedback comprises these reports have experienced firsthand how Dialpad’s Ai capabilities can help them streamline workflows, make smarter decisions, and, most importantly, serve customers better. Their willingness to recommend us speaks volumes, and we’re grateful for their trust and feedback.

But this recognition is a milestone, not a finish line. The communications landscape is evolving quickly, and our roadmap is keeping pace, focused on embedding agentic capabilities directly into every conversation—whether it’s with a customer or a colleague—so that Dialpad becomes a dynamic, intelligent fabric woven through your entire business.