Every category where a model named Zoom Contact Center for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant	Since September 2026
Contact center platforms	Customer	2%	12 of 86	14%	14	accepted challenger

Movement

This is the first edition on this tier, so no move can be computed for Zoom Contact Center yet. From the next edition this section shows, per buyer segment and per category, whether its share moved by more than the measured noise floor.

By model

How each model treated Zoom Contact Center across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	0	0	0	0
GPT-5.4 mini	0	1	0	0	1
Gemini 3.5 Flash	1	3	0	1	5
Perplexity Sonar	0	0	1	0	1
Grok 4.1 Fast	1	0	1	0	2
Mistral Small	0	0	0	0	0
DeepSeek V4 Flash	0	1	0	0	1
Llama 4 Maverick	0	0	0	0	0
Qwen 3.7 Flash	0	1	0	0	1
Kimi K2	0	0	0	0	0
GLM 4.7 FlashX	0	0	0	0	0
MiniMax M2.5	0	0	0	1	1
GPT-6 Luna	0	2	0	0	2
Muse Glimmer 30B	0	0	0	0	0

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct4 labelsNone

Paraphrase6 labels1

Comparative10 labelsNone

Budget-constrained3 labels2

Scale-constrained1 labelNone

Negative9 labels2not counted in share

First choiceAlternativeMentionNegative33 labels in all, every segment counted; 3 of the 5 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“Best Overall for Value & Collaborative Teams: Zoom Contact Center ... this is a top-tier recommendation” Gemini 3.5 Flash · Contact center · paraphrase prompt · first choice

“Alternatives to Consider: Zoom Contact Center (high recommend rate)” Grok 4.1 Fast · Contact center · negative prompt · first choice

“Best if your company already lives in Zoom or RingCentral: Zoom Contact Center or RingCentral can be compelling” GPT-5.4 mini · Contact center · direct prompt · alternative

“utilizing their inbound Essentials plan is much cheaper than outsourcing to an enterprise CCaaS” Gemini 3.5 Flash · Contact center · budget prompt · alternative

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Significant call issues: Poor integration and missing basic functionalities” MiniMax M2.5 · Contact center · negative prompt · hard negative

“UCaaS-first contact centers will feel highly limiting” Gemini 3.5 Flash · Contact center · negative prompt · soft negative

Named alongside

The products named in the same answers as Zoom Contact Center, over the 33 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zoom Contact Center was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Five924 of 330Not among the top eight

Genesys Cloud CX23 of 338Not among the top eight

NICE CXone19 of 336Not among the top eight

Talkdesk19 of 331Not among the top eight

Aircall12 of 333Not among the top eight

CloudTalk11 of 332Not among the top eight

Dialpad Ai Contact Center11 of 331Not among the top eight

Amazon Connect10 of 330Not among the top eight

RingCentral Events8 of 330Not among the top eight

RingCentral RingCX7 of 331Not among the top eight

A head-to-head page exists where both products are among a category's top eight. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Zoom Contact Center. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 30 of the 33 answers that named Zoom Contact Center and are not a share of its labels.

Domains cited

zoom.comYour site19

g2.com13

cloudtalk.io11

nextiva.com11

inflectioncx.com10

genesys.com9

ringcentral.com8

aws.amazon.com7

cxtoday.com7

outsourceaccelerator.com7

Eighty-three of the 102 domain citations in answers naming Zoom Contact Center came from somebody else's page.

Pages cited

zoom.com/en/blog/best-contact-center-software9

outsourceaccelerator.com/articles/contact-center-platforms7

g2.com/categories/contact-center6

learn.g2.com/best-contact-center-software6

zoom.com/en/blog/contact-center-solutions6

ximasoftware.com/blog/best-contact-center-software-smbs5

zoom.com/en/products/contact-center5

forbes.com/advisor/business/software/best-call-center-software4

Pages are listed as the models cited them.

Search and answers

zoom.com ranks 8 on Google for the category's searches. In the answers, Zoom Contact Center takes 2% of first choices and Five9 takes 18%.

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In search

Google, US estimates

Position for “contact center platform”

Position for “best contact center platform”

–

not in the top ten

Searches for its name, Google: 1,300 a month (“zoom contact center”)
AI search demand for its name, est.: 44 a month
Its company's site: zoom.com shared with Zoom's other products; the figures are the site's
Organic visits to its site: about 2,795,648 a month
Searches its site ranks for: 53,022 · 19,188 in the top three
Sites linking to it: 159,348
Paid Google search: 21 searches its ads show for, about 654 clicks and $4,064 a month (estimate)

Ads on GoogleDetailLess

93+ ads · 83 text, 8 image, 2 video · 47 shown in the last 30 days

First shown January 2023, as Zoom Video Communications, Inc., verified. Ads started 2025-10 to 2026-09: 29 in the year, 64 before. 27 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

rank 12 of 86 in contact center

Segment leader

18%

Five9

First choices: 3 across its categories
Named in: 33 answers
Its own site cited: in 30 of the answers that named it

Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.

Names read as Zoom Contact Center

What the judge wrote, as written, with how often. The vendor table decides that these count as Zoom Contact Center; a claim can dispute any of them.

Zoom Contact Center (Essentials Tier) 1

Follow Zoom Contact Center

An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.

Already following? Everything you follow, with a stop for each.

The company

Zoom is the company behind Zoom Contact Center.

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On record

Wikidata

Website: zoom.com
Headquarters: San Jose, United States
Founded: 2011
Employees: about 2,000 (2019)
Ownership: Public, ZM on Nasdaq
Also from Zoom: Zoom PCO Hire, Zoom Phone, Zoom Scheduler, Zoom Video Webinars, Zoom Webinars

Fetched September 14, 2026. These describe the company, not the product's standing, and a claimed page can dispute any of them. · Wikidata · LinkedIn · Crunchbase

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Zoom Contact Center's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Zoom Contact Center, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

What a new claim receivesHide what a new claim receives

A new claim receives the current edition's vendor brief for Zoom Contact Center by email, built from the raw record of the edition. It shows:

where Zoom Contact Center is named, by buyer and by framing, and which cells hold its first choices;
the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
its vocabulary against the segment leader's, and the pages the models cited;
who was chosen in the answers that did not name Zoom Contact Center, and every reason the record gives;
a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
one page of published figures cleared to show a buyer.