{"id":74495,"date":"2025-10-06T12:32:48","date_gmt":"2025-10-06T11:32:48","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74495"},"modified":"2025-10-06T12:54:08","modified_gmt":"2025-10-06T11:54:08","slug":"analyzing-the-gartner-magic-quadrant-for-ccaas-2025","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/","title":{"rendered":"Analyzing the Gartner Magic Quadrant for CCaaS 2025"},"content":{"rendered":"<p><strong>Watch on <a href=\"https:\/\/www.youtube.com\/watch?v=F0RX7793zoQ\" target=\"_blank\" rel=\"noopener\">YouTube<\/a>.<\/strong><\/p>\n<p>CX Today&#8217;s Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025.<\/p>\n<p>Joining him for this conversation are two respected industry analysts:<\/p>\n<ul>\n<li><strong>Zeus Kerravala, Principal Analyst at ZK Research <\/strong><\/li>\n<li><strong>Liz Miller, VP &amp; Principal Analyst at Constellation Research <\/strong><\/li>\n<\/ul>\n<p>Together, the analysts unpack the biggest takeaways from this year\u2019s Magic Quadrant and what they mean for enterprise buyers:<\/p>\n<h3><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">How Should Buyers Really Use the Magic Quadrant? <\/span><\/h3>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Kerravala and Miller highlight the strengths and pitfalls of using the quadrant as a buying guide, and why context and organizational needs matter more than dot placements. <\/span><\/p>\n<h3><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">What Does the Lack of Visionaries Mean? <\/span><\/h3>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">This year\u2019s quadrant features no visionaries, which both analysts argue misses the mark. They explore why vendors like Zoom and Cisco arguably deserve different placements.<\/span><\/p>\n<h3><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Which Placements Were Most Surprising? <\/span><\/h3>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Miller and Kerravala discuss the vendors they believe the Magic Quadrant matrix somewhat misrepresents, and which other vendors they&#8217;d like to see come into the study. <\/span><\/p>\n<h3><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">How Can the Gartner Magic Quadrants Improve?<\/span><\/h3>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">A lot of effort goes into Gartner Magic Quadrant reports, but the format has its flaws. The analysts share what they&#8217;d like to change.\u00a0<\/span><\/p>\n<div id=\"article-content-wrapper\" class=\"order-4 mt-md-30\">\n<div id=\"article-content\" class=\"tv-video-post\">\n<p class=\"style-scope ytd-text-inline-expander\"><em><strong><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Don\u2019t forget to subscribe to our\u00a0<a href=\"https:\/\/www.youtube.com\/@cxtoday\">YouTube channel<\/a>\u00a0and join the discussion over on LinkedIn.<\/span><\/span><\/strong><\/em><\/p>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Watch on YouTube. CX Today&#8217;s Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025. Joining him for this conversation are two respected industry analysts: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP &amp; Principal Analyst at Constellation Research Together, the analysts unpack the biggest takeaways from this year\u2019s [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":74500,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[60908],"class_list":["post-74495","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-tv","tag-ccaas","post_format-post-format-video","brands_to_track-gartner","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Analyzing the Gartner Magic Quadrant for CCaaS 2025 - CX Today Gartner Magic Quadrant Analysis 2025: Expert Takeaways from Zeus Kerravala and Liz Miller<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including CCaaS and more. Gartner Magic Quadrant analysis 2025 \u2014 experts Zeus Kerravala and Liz Miller unpack surprises, missing visionaries, and what enterprise buyers should really focus on.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Analyzing the Gartner Magic Quadrant for CCaaS 2025\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CX TV news including CCaaS and more. Gartner Magic Quadrant analysis 2025 \u2014 experts Zeus Kerravala and Liz Miller unpack surprises, missing visionaries, and what enterprise buyers should really focus on.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-06T11:32:48+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-06T11:54:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/sddefault-copy.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"637\" \/>\n\t<meta property=\"og:image:height\" content=\"316\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Analyzing the Gartner Magic Quadrant for CCaaS 2025\",\"datePublished\":\"2025-10-06T11:32:48+00:00\",\"dateModified\":\"2025-10-06T11:54:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/\"},\"wordCount\":221,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/sddefault-copy.jpg\",\"keywords\":[\"CCaaS\"],\"articleSection\":[\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/\",\"name\":\"Analyzing the Gartner Magic Quadrant for CCaaS 2025 - CX Today Gartner Magic Quadrant Analysis 2025: Expert Takeaways from Zeus Kerravala and Liz Miller\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/analyzing-the-gartner-magic-quadrant-for-ccaas-2025\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/sddefault-copy.jpg\",\"datePublished\":\"2025-10-06T11:32:48+00:00\",\"dateModified\":\"2025-10-06T11:54:08+00:00\",\"description\":\"CX Today covers CX TV news including CCaaS and more. 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