Updated October 2026. In May 2025 we published the Geek Gauge CCaaS ranking, an AI-assisted analysis of 19 platforms across 17 criteria using public data as of April 2025. This update keeps those 2025 scores as they were, marks them as a 2025 snapshot, and adds the market changes since then that we could verify from published sources.
What changed since the 2025 report
- Gartner's 2025 Magic Quadrant for CCaaS was published on September 8, 2025.[5] It named five Leaders: NiCE, Genesys, Amazon Web Services, Five9 and Talkdesk.[3][4] Talkdesk moved into Leaders after placing as a Visionary the year before, Zoom entered as a Niche Player, and 8x8 was no longer in the evaluation.[3]
- NiCE says it was positioned highest for Ability to Execute and furthest for Completeness of Vision, its eleventh straight year as a Leader.[2]
- NiCE closed its acquisition of Cognigy on September 8, 2025. NiCE says Cognigy is offered inside CXone and as a standalone product.[1]
- NiCE launched CXone Mpower Agents in June 2025, AI agents that work with Mpower Copilot and Mpower Autopilot.[8]
- Amazon Connect was named a Leader for the third year in a row, according to AWS, which highlights its pay-as-you-go pricing.[6]
- Five9 was the first vendor in that Magic Quadrant to introduce an AI Studio for building and testing virtual assistants, according to Call Centre Helper's summary.[4]
- Talkdesk was noted for industry-specific packages with prebuilt integrations.[4]
2025 scores: Geek Gauge top three (snapshot, April 2025 data)
Updated October 2026: the scores below are our 2025 snapshot; we have not re-scored vendors for 2026.
| Rank | Platform | 2025 score |
|---|---|---|
| 1 | NICE CXone | 8.45 |
| 2 | Five9 | 8.40 |
| 3 | Genesys Cloud CX | 8.36 |
These are our 2025 scores on a 10-point scale across 17 weighted criteria. We have not re-scored the field for 2026; treat them as a dated snapshot, not a current ranking.
Our method (2025)
The 17 criteria were AI Tools, Core Capabilities, Routing, Outbound, Platform Analytics, Global Footprint, Innovation Speed, Market Excitement, Pricing Transparency, Implementation Speed, Integration Ecosystem, Omnichannel Depth, Workforce Management, Quality Management, Compliance, Agent Experience and Partner Network, weighted toward AI Tools, Core Capabilities and Innovation Speed.
How to use this in 2026
- Match the platform to your size and channel mix before you look at AI demos.
- Ask each vendor to show AI features on your own interactions, not a scripted demo.
- Check how pricing works: per seat, consumption or a mix.
- Keep QA independent of the platform so your scoring and coaching data move with you if you switch.
Where OttoQA fits
OttoQA connects to CCaaS platforms through API integrations and scores calls against your own QA form, so QA doesn't depend on which platform runs your calls. No seat licenses, no IT needed, and live in days. Book a 30-minute demo.
Sources
- Gartner: Magic Quadrant for Contact Center as a Service (published Sep 8, 2025) (fetched Oct 27, 2026)
- CX Today: Gartner Magic Quadrant for CCaaS 2025, the rundown (fetched Oct 27, 2026)
- Call Centre Helper: Gartner Releases Magic Quadrant for CCaaS 2025 (fetched Oct 27, 2026)
- NiCE press release: NiCE Named a Leader in the 2025 Gartner Magic Quadrant for CCaaS (Sep 10, 2025) (fetched Oct 27, 2026)
- NiCE press release: NiCE Closes Acquisition of Cognigy (Sep 8, 2025) (fetched Oct 27, 2026)
- Business Wire: NiCE Launches CXone Mpower Agents (Jun 17, 2025) (fetched Oct 27, 2026)
- AWS Contact Center blog: AWS recognized as a Leader in the 2025 Gartner MQ for CCaaS (Sep 10, 2025) (fetched Oct 27, 2026)