TLDR: Dialpad, a leading AI-powered communications platform, has been recognized with an Honorable Mention in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). This marks the first time Gartner has included an Honorable Mention category in the CCaaS Magic Quadrant. The company’s AI-first approach, including features like AI Live Coach and AI Agents, is credited for driving significant improvements in agent productivity and customer experience, building on its previous recognition as a ‘Strong Performer’ in Gartner’s Voice of the Customer reports for CCaaS and UCaaS.
SAN FRANCISCO, Calif. — September 9, 2025 — Dialpad, Inc., a prominent provider of AI-powered communications and agentic platforms, proudly announced its receipt of an Honorable Mention in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). This distinction is particularly noteworthy as it represents the inaugural year Gartner has introduced an Honorable Mention category within the CCaaS Magic Quadrant, with Dialpad being among the first to be included.
This latest recognition underscores Dialpad’s consistent commitment to leveraging artificial intelligence to deliver tangible business outcomes. It follows the company’s recent placement as a ‘Strong Performer’ in the Gartner® Voice of the Customer (VoC) reports for both CCaaS and Unified Communications as a Service (UCaaS). Dialpad attributes these accolades to its innovative AI functionalities, such as AI Live Coach and AI Agents, which are designed to enhance productivity and generate measurable cost savings for businesses.
For contact centers grappling with common challenges like extended wait times, agent burnout, and fragmented communication systems, Dialpad offers an AI-native platform. This platform provides comprehensive support through AI-driven coaching, performance scoring, advanced analytics, and agentic AI tools, all aimed at elevating the overall customer experience. Organizations utilizing Dialpad have reported substantial improvements in agent productivity, reductions in average handle times, and increased visibility into contact center performance. These benefits are achieved while enabling the consolidation of multiple vendors into a single, cohesive, AI-powered solution.
Craig Walker, founder and CEO of Dialpad, commented on the recognition, stating, “Our innovative AI-first approach pushes beyond traditional evaluation parameters, and we’re proud to be recognized. 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 market is undergoing rapid transformation, with Gartner projecting a 19.6% Compound Annual Growth Rate (CAGR) in customer service investment (encompassing contact center and contact center GenAI). This growth is fueled by the maturation of Generative AI language models, bot capabilities, governance structures, and data hygiene practices, which are expanding the scope for GenAI bot support in customer interactions.
Also Read:
- RingCentral Enhances Contact Center Platform with Acquisition of AI-First Workforce Management Provider CommunityWFM
- Agora Honored with Best Communications API Award at 2025 API World Conference for Conversational AI Engine
Dialpad has been a pioneer in AI-powered customer communications since 2018, consistently helping enterprises revolutionize their contact centers with real-time AI assistance. Features like AI Live Coach provide agents with immediate guidance during calls, transforming potentially frustrating customer interactions into satisfying experiences and empowering agents to deliver exceptional service. The company’s vision, once considered ambitious, is now becoming the industry standard for the future of customer experience.
