Dialpad, a leader in AI-powered communications, has been recognized with an Honorable Mention in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). This marks the first year Gartner has included an Honorable Mention category, highlighting Dialpad’s innovative AI-driven solutions that enhance customer experiences and drive operational efficiency.
Dialpad receives Honorable Mention in 2025 Gartner CCaaS Magic Quadrant.
Recognized as Strong Performer in Gartner Voice of the Customer for CCaaS and UCaaS.
AI-native platform improves agent productivity and reduces handle times.
Features AI Live Coach and AI Agents for real-time call guidance.
Consolidates multiple vendors into a single AI-powered solution.
Gartner predicts 19.6% CAGR growth in contact center AI investments.
Dialpad’s AI-native platform addresses key contact center challenges, such as long wait times and overworked agents, by integrating advanced AI tools like AI Live Coach and AI Agents. These capabilities provide real-time guidance, scoring, and analytics, enabling organizations to streamline operations and enhance customer satisfaction. Enterprises using Dialpad report significant improvements in agent productivity, reduced average handle times, and better visibility into performance metrics.
“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.”
Since 2018, Dialpad has pioneered AI-powered communications, transforming contact centers with tools that deliver real-time assistance. The AI Live Coach feature, for instance, empowers agents with instant call guidance, turning challenging interactions into positive customer experiences. By consolidating disparate communication solutions into a single platform, Dialpad drives cost savings and productivity gains for enterprises like T-Mobile, Netflix, and Nasdaq.
The CCaaS market is rapidly advancing, with Gartner forecasting a 19.6% CAGR in customer service and contact center AI investments, driven by maturing generative AI models and bot capabilities. Dialpad’s agentic AI tools position it at the forefront of this evolution, enabling autonomous, intelligent workflows that meet the growing demand for scalable, AI-driven solutions.
“Today we are once again on the forefront of agentic innovation, enabling our customers to effortlessly deliver fully autonomous, intelligent workflows in their organizations,” added Walker.
Dialpad’s recognition in the 2025 Gartner Magic Quadrant underscores its leadership in delivering AI-enhanced contact center solutions. By leveraging AI to empower agents and streamline operations, Dialpad continues to set a new standard for customer experience in the CCaaS industry.
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.
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