Dialpad Recognized in 2025 Gartner® Magic Quadrant™ for Contact Center as a Service

SAN FRANCISCO--(BUSINESS WIRE)--Dialpad, Inc., the leading AI-powered communications and agentic platform, today announced it has received an Honorable Mention in the 2025 Gartner^® Magic Quadrant™ for Contact Center as a Service (CCaaS). This marks the first year Gartner has introduced an Honorable Mention category within the CCaaS Magic Quadrant, and Dialpad is proud to be included.

This recognition follows Dialpad’s recent placement by Peer Contributors as a Strong Performer in the Gartner^® Voice of the Customer (VoC) reports for both CCaaS and UCaaS, a placement that Dialpad believes further reflects the company’s commitment to delivering business outcomes through innovative AI functionality like AI Live Coach and AI Agents that are driving measurable cost savings and productivity enhancements.

For contact centers struggling with extended waIt times, overworked agents, and disparate communication solutions, Dialpad delivers an AI-native platform supporting contact centers with coaching, scoring, analytics, and agentic AI tools that enhance the customer experience. Organizations using Dialpad report significant improvements in agent productivity, reduced average handle times, and enhanced visibility into contact center performance — all while consolidating multiple vendors into a single, AI-powered solution.

“Our innovative AI-first approach pushes beyond traditional evaluation parameters, and we’re proud to be recognized,” said Craig Walker, founder and CEO of Dialpad. “We were the first to offer a unified communications experience with AI underpinning every step of the customer experience from real-time guidance to coaching agents. This, we believe, has driven our breakaway growth, and customers are responding by placing us as a Strong Performer in the Gartner Voice of the Customer for both CCaaS and UCaaS. Today we are once again on the forefront of agentic innovation, enabling our customers to effortlessly deliver fully autonomous, intelligent workflows in their organizations.”

The CCaaS landscape is rapidly evolving, with Gartner predicting that “maturing GenAI language models, bot capabilities, governance structures and data hygiene practices will contribute to a growing portion of customer service interactions being candidates for GenAI bot support. This shift will contribute to the projected 19.6% CAGR growth in customer service (contact center and contact center GenAI) investment growth.”

Since 2018, Dialpad has pioneered AI-powered customer communications, helping enterprises transform their contact centers with real-time AI assistance. With capabilities like AI Live Coach providing agents with instant guidance during calls, organizations can turn frustrating customer experiences into moments of satisfaction while empowering agents to deliver exceptional service.

For more details on Dialpad’s approach to CCaaS, visit the Dialpad blog.

Sources:

Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, September 8, 2025. https://www.gartner.com/document-reader/document/6921466?ref=solrResearch&refval=491075104&toggle=1&viewType=Full
Gartner, Forecast Analysis: Contact Center, Worldwide, Megan Fernandez, Drew Kraus, 19 June 2025
Gartner, Voice of the Customer for Contact Center as a Service, 23 May 2025
Gartner, Voice of the Customer for Unified Communications as a Service, 25 June 2025

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About Dialpad
Dialpad is the leading AI-powered communications intelligence platform creating human-first, AI-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers such as Randstad, RE/MAX, Nasdaq, Express Scripts, T-Mobile, Johns Hopkins, Motorola Solutions, Tractor Supply, and Netflix use Dialpad and its capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, GV, ICONIQ Capital, and OMERS, Dialpad is a dynamic force in technology with a rapidly expanding presence. Visit dialpad.com to learn more.