Gartner Peer Insights Voice of the Customer for CCaaS 2026: Top Takeaways

Gartner Peer Insights is a review platform where verified customers complete a survey, sharing feedback on their technology vendors. 

Every year, the research firm zeroes in on specific technology categories, collating the responses it received over an 18-month period.

From there, it compiles summaries of the most-reviewed vendors in each tech subset, funneling insights from all their reviews into a “Voice of the Customer” report. 

Gartner also sorts vendors onto a matrix, splitting them into four groups (full methodology here):

• Customers’ Choice: Vendors that exceed the market average in user interest, adoption, and overall experience.
• Strong Performer: Vendors that lag the market average for user interest and adoption, but surpass it in terms of their customers’ overall experience.
• Established: Vendors that exceed the market average for user interest and adoption, but trail it in terms of their customers’ overall experience.
• Aspiring: Vendors that fell behind the market average for user interest, adoption, and overall experience.

For its 2026 Voice of the Customer for CCaaS report, Gartner considered an 18-month period of reviews, from July 1, 2024, to December 31, 2025. 

The graphic below highlights which group each of the 13 CCaaS providers landed in.

Top Takeaways from Gartner’s CCaaS Report

NiCE emerges as Gartner’s only “customers’ choice” CCaaS provider for 2026.

Interestingly, it also topped the charts in terms of “product capabilities”, scoring 4.8 out of 5, alongside Content Guru and Dialpad.

However, Content Guru led in customer “willingness to recommend,” with 98% of reviewing customers saying they would recommend the provider for CCaaS.

Notably, this is the second consecutive year the vendor has led on this metric, as evident in the following graphic, which pulls data from the previous two editions of the report.

Cisco, last year’s customers’ choice vendor (alongside Genesys), is just behind Content Guru on this metric, scoring 97%. Meanwhile, Zoom and Odigo also fared well, with 94% and 93%, respectively. 

In terms of other metrics, Content Guru and Dialpad led on sales and deployment experience. Cisco also performed well on the latter. 

Lastly, Content Guru earned the highest ranking for support experience and secured the highest percentage of five-star reviews (85%), ahead of NiCE (77%), Cisco (75%), and Dialpad (73%).

More on Each CCaaS Provider

The Gartner Peer Insights Voice of the Customer for CCaaS 2026 study compiles insights on each vendor’s customer feedback and demographics. 

Below is a small smattering of those insights, alongside original commentary on the development of each provider and its CCaaS solution.

AWS 

AWS is the most-reviewed vendor in the report, underscoring the hyperscaler’s market penetration.

Additionally, 97% of its customers gave the provider a five- or four-star review, hinting at their overall satisfaction with the provider’s Amazon Connect product.

That product has numerous standout capabilities, like Connect Customer Profiles. These pulls customer data from across the enterprise into individual (you guessed it) profiles, instead of an adjacent CRM or Customer Data Platform. Having that data on-platform enables customers to leverage the latest AI with less tricky integration and orchestration work. 

Amazon Connect’s transparent, consumption-based pricing model is also frequently cited as a deal winner by other industry analysts. 

Cisco

97% of Cisco’s reviewing customers would be willing to recommend the provider, which - for this metric - is the second-highest percentage in the report. 

Impressively, the vendor also accrued 109 reviews, signaling a strong market presence. Although 76% of these were based in North America, highlighting that it’s largely pegged to this region, despite Cisco’s massive global reach. 

To change that, Cisco has leveraged its broader enterprise portfolio within its roadmap, knitting its CCaaS solution with the broader Webex suite, security solutions, and network portfolio. This integrated approach may help it expand more of its global customer base into CCaaS. 

Additionally, Cisco has laid out a compelling vision for an agentic contact center, which outlines its direction and may appeal to brands ready to accelerate their CCaaS innovation. 

Content Guru

98% of Content Guru customers are willing to recommend the provider. That’s just one of many metrics the vendor ranks first against across the reports. 

It also positions first or joint-first across the four main categories Gartner tallies. These are: product capabilities, sales experience, deployment experience, and support experience.

While most reviewers are based in Europe, the Middle East, and Africa (EMEA), its customers span a mix of enterprise and midmarket businesses across various sectors.

The public sector is one such sector where Content Guru performs, perhaps due to its status as one of only two CCaaS providers to have earned FedRAMP High accreditation. Energy and utilities is another. Here, its combination of an on-platform CDP and industry-specific IoT use cases is likely a draw. 

Dialpad

Alongside Content Guru, Dialpad scores joint highest across product capabilities and sales experience, while an impressive 73% of customers would give the brand a five-star rating.

Thanks largely to its UCaaS heritage, the Dialpad Contact Center is particularly well-utilized across industries where support models are often dispersed, such as services and construction, per Gartner’s data.

It also has established a healthy foothold in the midmarket, where contact centers can innovate quickly with fewer legacy blockers. 

In this segment, Dialpad’s AI-forward messaging resonates, and the vendor backs this up with advanced AI capabilities from Skills Mining to map and prioritize a contact center’s unique automation opportunities to a Proving Ground for customer-facing AI.

Interestingly, it also owns many first-party AI models, which enables it to better control the economics of AI, which Gartner predicts will soon shoot up. 

Five9

Five9 is the second-most reviewed CCaaS provider in the study, reflecting its high adoption rate.

Across categories, Five9’s scores are middling, with 4.4 out of 5 for its support experience a highlight. Yet, the vendor is in a transition period.

Since the start of the year, it struck a major deal with Google, launched a Fusion program to collaborate more closely with system integrators (SIs), and appointed a new CEO, Amit Mathradas.

That appointment, alongside the introduction of a new CMO, signaled a change in its messaging. No longer is everything about AI; it's also about making its platform more accessible to IT teams, who are playing a more prominent role in CCaaS procurement decisions. 

Genesys

Genesys is the market leader in CCaaS revenue, and - overall - customers appear positive, with 92% willing to recommend the vendor, which is above average across the report. Almost two-thirds (64%) gave Genesys a five-star rating.

The report also highlights its global presence, with a healthy mix of enterprise and midmarket customers alongside reviews from across every continent (except Antarctica).

Nevertheless, Genesys will undoubtedly hope its recent release of a CCaaS offering on AWS’s new EU sovereign cloud will boost its European base, giving many legacy customers on the continent the assurance to migrate.

Moreover, other moves to ship case management to Genesys Cloud and debut its ‘Agentic Virtual Agent’ signal broader ambitions to push beyond CCaaS and become a global CX leader.

NiCE 

NiCE emerges as Gartner’s only customers’ choice CCaaS provider, with 77% of those leaving reviews giving the provider a five-star rating. That’s the second-highest percentage for this metric in the study. 

Yet, alongside experience-based metrics, NiCE also performs well across other categories. For instance, it gains the joint-highest mark for product capabilities, with a score of 4.8 out of 5.

That’s not a surprise, given the vendor’s platform depth, with a notably comprehensive workforce engagement management (WEM) portfolio, security and compliance offering, and integration hub. 

NiCE CXone (no longer CXone MPower) is also expanding with the acquisition of Cognigy, which has already enabled exciting new product capabilities. CEO Scott Russell recently walked CX Foundation through these. 

NXAI

Headquartered in Singapore, NXAI has lower global brand recognition than others in this report. 

This is largely due to its focus on Asia/Pacific (APAC), where 100% of its reviewing customers are based. 

However, its inclusion reflects a growing presence and its reviews underscore overall customer contentment, with 100% of customers leaving either a four- or five-star review.

A deeper dive into verified reviews online shows customers applauding NXAI’s understanding of regional regulations and requirements, workflow orchestration capabilities, and its predictive and proactive tools. 

Odigo

Odigo is a stalwart CCaaS vendor across Europe, having spun out of Capgemini in 2020. Indeed, 95% of its reviews are from customers on the continent. 

93% of these customers would be happy to vouch for the vendor, with many of those coming from the public sector, where Odigo is widely-deployed. 

Odigo continues to extend its product capabilities after its November 2025 acquisition of Akio, which also supported its push into the SMB and midmarket. 

The vendor also differentiates through its close relationship with Capgemini, as customers may lean on the global consulting company’s expertise. 

Sprinklr

Sprinklr expanded into CCaaS in 2022 and has since leveraged its broader portfolio of voice of the customer (VoC), conversational AI, and social listening solutions to bring differentiated innovation to the space.

As a result, it’s unsurprising that it scores highest for product capabilities, with 4.5 out of 5.

While the road has been somewhat bumpy, as CCaaS is never an easy pivot to make, Sprinklr’s customer feedback seems to be improving, with 82% of customers now willing to recommend the provider.

Gartner’s regional data also emphasizes Sprinklr's global customer base, with many buying into its vision for a unified, interoperable customer experience management (CXM) platform, of which CCaaS is just a part, albeit a crucial part.

That interoperability is key for Sprinklr to deliver the differentiation noted earlier. For instance, the vendor allows customers to leverage its VoC tooling to spotlight unhappy customers, automatically create a proactive service case, and prioritize those for outbound agents (human or AI). That’s powerful in an era where more brands consider contact centers as potential revenue generators. 

Talkdesk

In 2024, only 60% of verified Talkdesk customers said they would recommend the vendor. Two years on, 90% say they would do so. That’s a significant jump. 

To make that pivot, Talkdesk seems to have invested significantly in its support experience. Indeed, this is where the vendor scores highest, with a 4.5 out of 5 rating. 

The data signals that the vendor’s base is still largely in the midmarket. However, over the past year, it has accelerated its enterprise push. 

For example, it announced a customer experience automation platform in June 2025 to sit above on-premise systems, such as Avaya, Cisco, and Genesys Engage, giving contact centers access to AI innovations without disrupting their core infrastructure. 

Over time, Talkdesk may hope to support these businesses, which are typically enterprises, with a full-scale migration, boosting its CCaaS install base. 

Vonage

Ericsson acquired Vonage in 2022 to bring the power of its network together with the enterprise communications provider’s API.

After a slow start, that vision is starting to come to fruition. For instance, Ericsson has developed network APIs that detect fraudulent activities on the network, such as recent SIM swaps, to add another layer of security to contact centers. 

While Vonage has improved its messaging around this, key metrics still linger, most notably its customer willingness to recommend, which remains at a steady 69%. That said, no customers gave it a two- or one-star review, signalling general satisfaction.

Where Vonage has differentiated for years is in its Salesforce partnership. While this remains a strength, the Agentforce Contact Center announcement may cause a reevaluation of that strategy. 

Zoom

Zoom has quickly established itself as a prominent CCaaS player, securing more reviews than the likes of Content Guru, Dialpad, and Vonage.  

Its customer feedback also signals overall satisfaction with the Zoom Contact Center, with 94 percent willing to recommend the provider. 

The vendor’s performance across key categories such as product capabilities and sales experience - where it scored 4.6 and 4.7 out of 5, respectively - is also above-average compared to others in Gartner’s report.

In terms of product capabilities, Zoom moved quickly to produce a solution that can compete at the top end of the market, and its latest platform advancements showcase how it’s now able to lead the market on innovation, not just catch up.

Indeed, at Enterprise Connect 2026, it released new conversational intelligence and workflow orchestration solutions, which could form the basis of a self-improving contact center. 

Surprise Omissions & a Word of Caution

While Gartner only includes its most frequently reviewed vendors in its Voice of the Customer reports, some prominent CCaaS providers are noticeably absent. 8x8, Microsoft, and Nextiva are all excellent examples.

That raises a critical point: there can be a level of gamification within such reports. After all, vendors can incentivize happy customers to leave reviews, positively skewing their scores. Others may not bother.

As such, while studies like this can surface insightful trends across the CCaaS market, buyers shouldn’t put too much weight on them.

Instead, they can scoop better insight by chatting one-to-one with reference customers, unpacking the good, the bad, and the ugly.

On that note, here's a buyer’s guide for selecting contact center software alongside a more comprehensive CCaaS market overview.