CX Today'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 & Principal Analyst at Constellation Research

Together, the analysts unpack the biggest takeaways from this year’s Magic Quadrant and what they mean for enterprise buyers:

🤔 How Should Buyers Really Use the Magic Quadrant? 🤔
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.

👀 What Does the Lack of Visionaries Mean? 👀
This year’s quadrant features no visionaries, which both analysts argue misses the mark. They explore why vendors like Zoom and Cisco arguably deserved different placements

😦 Which Placements Were Most Surprising? 😦
Miller and Kerravala discuss the vendors they believe the Magic Quadrant matrix somewhat misrepresents and which other vendors they'd like to see come into the study.

🚀 How Can the Gartner Magic Quadrants Improve? 🚀
A lot of effort goes into Gartner Magic Quadrant reports, but the format has its flaws. The analysts share what they'd like to change.

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Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #gartner #contactcenters #magicquadrant

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Analyzing the Gartner Magic Quadrant for CCaaS 2025