2026 Gartner® Peer Insights™ Voice of the Customer for Contact Center as a Service
Before you commit to a CCaaS platform, find out what CX leaders who've already been through implementation, adoption and support have to say
At some point in your CCaaS evaluation, every vendor is going to tell you their platform is the one for your organization. The demos will be polished. The case studies will be cherry-picked. What they can't give you is what 2,120 verified buyers think after the contract is signed, the implementation is done and they're living with the results day to day. That's what this Gartner report delivers.- How 13 CCaaS vendors rank on Overall Experience and User Interest and Adoption, based on verified peer reviews.
- What CX leaders across industries and company sizes say about the platforms they're running.
- Which vendors are delivering on experience and which are gaining adoption momentum.
Gartner, Voice of the Customer for Contact Center as a Service, Peer Community Contributor, 27 February 2026. GARTNER and PEER INSIGHTS are trademarks of Gartner, Inc. and/or its affiliates. Gartner® Peer Insights™ content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Zoom Video Comm.
