Why does TalkingPointz write about the Gartner MQ? TalkingPointz considers the Gartner CCaaS Magic Quadrant reports to be important and influential. They are written by informed analysts with excellent access to enterprise and provider data. Of course, TalkingPointz has some opinions to share as well.
This TalkingPointz report attempts to further extrapolate and interpret the highly condensed Gartner 2025 Magic Quadrant (MQ) for CCaaS.
The report examines two Gartner reports: “Magic Quadrant for Contact Center as a Service” (Document ID G00826569, September 8, 2025) by Kraus, Bridge, Fernandez, Rathnayake, and Sheth, and “Critical Capabilities for CCaaS” (Doc ID G00826572, September 10, 2025) by Bridge, Kraus, Rathnayake, Sheth, and Fernandez.
This CCaaS Magic Quadrant (MQ) is the only MQ from Gartner for contact centers.
In the past, the CCaaS MQ had separate editions for North America and Western Europe. These regional reports were replaced by this annual global report in 2020.
The Gartner MQ for Contact Center Infrastructure (premises-based solutions) transitioned into a Market Guide in 2020 (Market Guides are similar to MQs but lack the comparative graphic).
Gartner does publish several Magic Quadrants with overlapping scopes, including MQs on CPaaS, Conversational AI, Ticketing systems, and CRM Customer Engagement Center. The overlaps of these MQs are increasing.
This report is 10 pages, and contains 85 points in section 4, Dave’s Thoughts.
Overview
Why does TalkingPointz write about the Gartner MQ? TalkingPointz considers the Gartner CCaaS Magic Quadrant reports to be important and influential. They are written by informed analysts with excellent access to enterprise and provider data. Of course, TalkingPointz has some opinions to share as well.
This TalkingPointz report attempts to further extrapolate and interpret the highly condensed Gartner 2025 Magic Quadrant (MQ) for CCaaS.
The report examines two Gartner reports: “Magic Quadrant for Contact Center as a Service” (Document ID G00826569, September 8, 2025) by Kraus, Bridge, Fernandez, Rathnayake, and Sheth, and “Critical Capabilities for CCaaS” (Doc ID G00826572, September 10, 2025) by Bridge, Kraus, Rathnayake, Sheth, and Fernandez.
This CCaaS Magic Quadrant (MQ) is the only MQ from Gartner for contact centers.
In the past, the CCaaS MQ had separate editions for North America and Western Europe. These regional reports were replaced by this annual global report in 2020.
The Gartner MQ for Contact Center Infrastructure (premises-based solutions) transitioned into a Market Guide in 2020 (Market Guides are similar to MQs but lack the comparative graphic).
Gartner does publish several Magic Quadrants with overlapping scopes, including MQs on CPaaS, Conversational AI, Ticketing systems, and CRM Customer Engagement Center. The overlaps of these MQs are increasing.
This report is 10 pages, and contains 85 points in section 4, Dave's Thoughts.
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Dave is an independent analyst and founder of TalkingPointz which is focused on enterprise communications. In addition to this (free and paid) content on TalkingPointz, he contributes to industry sites, can be found at major industry events, and provides advisory services to vendors and financial analysts.
