Cisco has been recognized for the third year in a row in the 2025 Gartner® Magic Quadrant™ for CPaaS. Learn how Cisco has been evaluated for Webex Connect.
The CPaaS (Communications Platform as a Service) market remains bullish, continuing to grow and evolve rapidly. The growth in the market being driven by the demand for customer engagement transformation, provider technology innovation and technology playing a larger role in customer service investment.
Against this backdrop, Cisco has once again been recognized as a Visionary in the 2025 Gartner® Magic Quadrant™ for CPaaS—our third year in this position.
We believe this recognition reflects the continued evolution of Webex Customer Experience Solutions which includes Webex Connect, Cisco’s enterprise-grade CPaaS platform, trusted by global organizations to deliver intelligent, scalable, and secure customer engagement. It reinforces our ongoing investment in enabling seamless, personalized AI-driven experiences across channels, while upholding the highest standards of security, compliance, and reliability.
This recognition also continues to support Webex as being one of only two vendors recognized in three Magic Quadrants reports for CCaaS, CPaaS, and UCaaS. Our recognition as a Leader for the 6th year in a row in the Magic Quadrant for Unified Communications as a Service (UCaaS) and as a Challenger in the 2024 Magic Quadrant for Contact Center as a Service (CCaaS), which we feel showcases the strength of our integrated Webex portfolio.
Continued strength in orchestrating connected, AI-driven customer experiences
As the customer experience technology stack continues to evolve, Cisco was recognized for our ability to orchestrate a connected customer experience across systems and channels.
A key strength highlighted was the seamless integration of Webex Connect (CPaaS), Webex AI Agent, and Webex Contact Center (CCaaS)—which come together to deliver a comprehensive, end-to-end, AI-powered customer experience.
Businesses can take a pivotal step in evolving their AI strategy from reactive automation to Agentic AI—where autonomous agents not only respond to requests, but can also predict needs, anticipate problems, and take action. Instead of merely providing information, AI agents now answer the real question every customer is asking: “What can AI actually do for me?” The answer? They can reschedule appointments, update bookings, manage tickets, trigger escalations, and execute cross-system tasks on behalf of the user—instantly and accurately.
Strategically, Webex Customer Experience solutions enables businesses to build an intelligent front door to the contact center—a door that opens both ways to support customer-initiated and business-initiated interactions. Proactive communications and AI-powered self-service keep customers informed and resolve routine needs quickly and efficiently, reducing wait times and freeing agents to focus on more complex issues. When escalation is needed, intelligent routing ensures a seamless handoff to live agents, with the full context of the customer journey carried forward. Whether the conversation stays in one channel or shifts to another, the experience remains consistent, personalized, and frictionless. The result is faster resolutions, lower support costs, and higher customer satisfaction.
This is made possible through Webex Connect and its ability to orchestrate complex customer journeys—seamlessly integrating systems, enabling real-time data exchange, applying business logic and rules, and leveraging the unique strengths of each communication channel. By connecting previously siloed systems and applications, Webex Connect enables the creation of multi-system, multi-step workflows that deliver valuable outcomes across the entire customer lifecycle.
A word from leadership
“We believe that being named a Visionary in the Gartner Magic Quadrant for CPaaS again is a proud milestone for Cisco. More importantly, it validates our commitment to building a truly unified approach to customer experience—where proactive communication, AI-powered self-service, and live agent support work together seamlessly.
By bringing together CPaaS, CCaaS, and AI Agents, the Webex Customer Experience Solutions portfolio is helping enterprises transform how they engage with and support their customers at scale.”
— Jay Patel, VP & GM, Webex Customer Experience Solutions
What’s next for Webex Connect?
As the customer experience landscape continues to evolve, Cisco remains focused on leading with innovation, intelligence, and integration. Our vision is grounded in the belief that delivering exceptional experiences requires more than just isolated tools—it demands a connected platform that brings together proactive communications, AI-powered agents, and seamless contact center engagement.
Webex Connect as a platform—and the CPaaS technology that powers it—will continue to play a key role in enabling this vision. This means continuing to ensure that the platform is kept up to date with the latest channel changes, offering tools for managing the entire application lifecycle, and offering a secure, high-performance communications infrastructure.
Resources:
Gartner, Magic Quadrant for Communications Platform as a Service, Lisa Unden-Farboud, Manoj Bhatia, Pankil Sheth, Ajit Patankar, 21 July 2025.
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