Voice of the Customer for Contact Center as a Service

27 February 2026 - ID G00846024 - 5 min read
By Peer Community Contributor
Contact center as a service are platforms that assist customer service teams to manage comprehensive, multichannel customer interactions. This note guides customer service and support technology leaders to learn from ratings and reviews by their peers shared on Gartner Peer Insights.
To view the Interactive Voice of the Customer for this market, click the Launch button at the top of this page.

What Is Contact Center as a Service?

Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both customer-experience and employee-experience perspectives.
CCaaS is a key technology platform used to support customer service experience, be it self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options.
The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.

What Is Gartner Peer Insights “Voice of the Customer”?

“Voice of the Customer” synthesizes Gartner Peer Insights reviews into insights for buyers of technology and services. This aggregated peer perspective, along with the individual detailed reviews, is complementary to Gartner’s expert research and can play a key role in your buying process. Peers are verified reviewers of a technology product or service, who not only rate the offering, but also provide valuable feedback to consider before making a purchase decision. You can read individual reviews and ratings on the Gartner Peer Insights page for this market.
Along with the historical peer-based perspective represented in this document, Gartner has a related expert-led Magic Quadrant for Contact Center as a Service.
Figure 1 shows all “Voice of the Customer” eligible vendors in the market categorized into four quadrants based on scores assigned for User Interest and Adoption (x-axis), and Overall Experience (y-axis). The midpoint of each axis, labeled “market average,” represents the average score as calculated exclusively from vendors included in the document. See Gartner Peer Insights Voice of the Customer Methodology for details.
Figure 1. Voice of the Customer for Contact Center as a Service
Source: Gartner (February 2026)
All vendors are classified under specific quadrants based on their “overall experience,” and “user interest and adoption.” The Customers’ Choice quadrant in the upper right represents the highest overall experience, and maximum user interest and adoption. Strong Performer is in the upper left. Aspiring is in the lower left. Established is in the lower right. Eligible vendors as of December 2025 — Customers’ Choice vendor: NiCE; Strong Performer vendors: Cisco Systems, Content Guru, Dialpad, Zoom; Aspiring vendors: Ericsson (Vonage), NXAI, Odigo, Sprinklr, Talkdesk; and Established vendors: Amazon Web Services (AWS), Five9, Genesys.

Contact Center as a Service Willingness to Recommend

Gartner Peer Insights reviewers rate their willingness to recommend each vendor. Figure 2 compares vendors according to the reviewers’ willingness to recommend them. See Gartner Peer Insights Voice of the Customer Methodology for details.
Figure 2. Voice of the Customer for Contact Center as a Service, Willingness to Recommend
Source: Gartner (February 2026)
Eligible vendors compared based on their “overall reviews” and reviewers’ “willingness to recommend.”

Vendor Summaries

Figures 3 through 15 summarize key information for each vendor included in the “Voice of the Customer”:
  • Reviewer demographics for reviews received in the 18-month review period, ending 31 December 2025
  • Overall Rating and rating distribution
  • Other ratings covering specific aspects of the experience with the vendor
Figure 3. Voice of the Customer for Contact Center as a Service, Amazon Web Services (AWS) Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Amazon Web Services (AWS).
Figure 4. Voice of the Customer for Contact Center as a Service, Cisco Systems Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Cisco Systems.
Figure 5. Voice of the Customer for Contact Center as a Service, Content Guru Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Content Guru.
Figure 6. Voice of the Customer for Contact Center as a Service, Dialpad Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Dialpad.
Figure 7. Voice of the Customer for Contact Center as a Service, Ericsson (Vonage) Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Ericsson (Vonage).
Figure 8. Voice of the Customer for Contact Center as a Service, Five9 Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Five9.
Figure 9. Voice of the Customer for Contact Center as a Service, Genesys Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Genesys.
Figure 10. Voice of the Customer for Contact Center as a Service, NiCE Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for NiCE.
Figure 11. Voice of the Customer for Contact Center as a Service, NXAI Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for NXAI.
Figure 12. Voice of the Customer for Contact Center as a Service, Odigo Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Odigo.
Figure 13. Voice of the Customer for Contact Center as a Service, Sprinklr Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Sprinklr.
Figure 14. Voice of the Customer for Contact Center as a Service, Talkdesk Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Talkdesk.
Figure 15. Voice of the Customer for Contact Center as a Service, Zoom Vendor Summary
Source: Gartner (February 2026)
This graphic provides a snapshot of the vendor's rating details, including average rating, number of reviews, reviewer willingness to recommend, a rating histogram, and a breakdown of reviewers' company sizes, industries and geographic regions.
Read all Peer Insights user reviews for Zoom.

Methodology

A full description of the methodology can be found on the Gartner Peer Insights Voice of the Customer Methodology page.
Voice of the Customer includes vendors with products aligned to the market that have 20 or more eligible published reviews (and 15 or more ratings for “Capabilities” and “Support/Delivery”) during the 18-month consideration period ending 31 December 2025. Reviews from vendor partners or companies with less than $50 million in revenue are excluded.
In the contact center as a service market, Gartner Peer Insights published 2,120 reviews and ratings during the consideration period.
The data used in this report is drawn from reviews on Peer Insights, a free peer review and ratings platform that regularly publishes new reviews. The Voice of the Customer methodology uses a snapshot of reviews data from a defined timeframe and does not automatically update as new reviews are published. The external Peer Insights site will always have the most updated peer view of the vendors and products in this report.
The numerical ratings scores in each vendor summary graphic (shown as “Rating by Category”) are best interpreted as sample statistics with a reasonable margin for error and not as exact values.