Named a Leader with above-average customer feedback among UCaaS platforms
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The Forrester Wave: Unified-Communications-As-A-Service Platforms, Q3 2025 evaluates the most significant UCaaS platform providers, assessing how each measures up to help buyers select the right one for their needs. The UCaaS market continues to expand what unification means, bridging communication types, product lines including CCaaS, and vendors. Forrester evaluates vendors across three dimensions: current offering, strategy, and customer feedback, and classifies them as Leaders, Strong Performers, or Contenders. Key purchase considerations include reliability and resiliency, full unification support with cross-vendor interoperability, and useful AI that improves core communications while connecting intent to action. The Forrester Wave UCaaS evaluation is a key reference for technology and business leaders evaluating cloud communications investments.
Zoom was named a Leader in The Forrester Wave for UCaaS Platforms, Q3 2025, with above-average customer feedback, with customers reporting using the whole Zoom suite to great success, allowing them to modernize processes and collaboration styles. Forrester cited Zoom's strengths across meetings experience, work persistence, and reliability, and Zoom received the highest scores possible across sixteen criteria — including meeting experience, chat intelligence, collaboration organization and unification, CCaaS, AI assistant, security and data protection, and scale and geography. On strategy, Zoom also received the highest possible scores for vision, innovation, and supporting services and offerings, with Forrester noting that Zoom is innovating aggressively to enable meaningful connection, including by connecting AI note-taking to work automation and building new collaborative surfaces such as Docs.
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