In a fragmented market, Dialpad sees its AI-first approach as key to eliminating vendor sprawl for UCaaS, CX, and beyond.

Dialpad, Inc., the leading AI-powered communications and agentic platform, today announced it has been named a Visionary in the 2025 Gartner® Magic Quadrant™ for Unified Communications as a Service (UCaaS).

Dialpad Stresses the Importance of a Unified, AI-Native Platform for the Future

In today's competitive landscape, organizations are struggling with fragmented communication systems that create operational inefficiencies, poor customer experiences, and mounting IT complexity. Traditional UCaaS providers force businesses to choose between AI capabilities and reliable communications infrastructure, or worse, bolt AI onto legacy systems that can't deliver on the promise.

Dialpad believes this Visionary placement validates what forward-thinking IT leaders already know: the future belongs to platforms built AI-first from the ground up. Unlike competitors retrofitting AI onto outdated architectures, Dialpad has pioneered the fundamental shift toward unified platforms that eliminate vendor sprawl while delivering measurable business outcomes. The market is rewarding businesses that invest in AI-native infrastructure as a competitive advantage, with faster implementations, reduced complexity, and proven ROI from day one.

Dialpad believes this Visionary placement recognizes Dialpad’s differentiated, AI-first platform—built natively on real-time AI rather than bolted onto legacy infrastructure. With Agentic AI at its core, Dialpad enables autonomous agents that resolve customer issues, seamless AI-to-human handoffs that preserve full context, and productivity gains proven to deliver measurable ROI.

“Dialpad was founded to disrupt business communications by building the most innovative platform in the industry,” said Craig Walker, CEO of Dialpad. “We believe that being recognized as a Visionary in the Gartner 2025 UCaaS Magic Quadrant is validation of that mission. From unifying UCaaS and CCaaS into a single platform, to being the first to embed real-time AI in 2018, innovation has always been at our core. That heritage continues as we launch Agentic AI across every communication channel, transforming how businesses connect, sell, and support their customers.”

Alongside this Magic Quadrant placement, Dialpad is cited as a Strong Performer in the Gartner® Voice of the Customer for UCaaS and CCaaS. Taken together, Dialpad believes these third-party reports offer context on market perception. Dialpad is proud of how it continues to deliver a unified, AI-first communications and contact center platform for over 30,000 customers.

About Dialpad

Dialpad is the leading AI-powered communications and agentic platform, turning every conversation into an opportunity and empowering businesses with AI that doesn’t just assist, but acts. Enterprise companies like Randstad, RE/MAX, Nasdaq, Express Scripts, T-Mobile, Johns Hopkins, Motorola Solutions, Tractor Supply, and Netflix use Dialpad’s advanced AI capabilities to elevate CX and exceed expectations. Supported by notable investors such as Andreessen Horowitz, GV, ICONIQ Capital, and OMERS, Dialpad is redefining the industry, solving for today, architecting for tomorrow, and positioning customers for what’s next. Visit www.dialpad.com to learn more.

For more details on Dialpad’s approach to UCaaS, visit the Dialpad blog.

Sources:

Gartner, Magic Quadrant for Unified Communications as a Service, Pankil Sheth, Megan Fernandez, Rafael Benitez, Nitin Narang, 22 September 2025

Gartner, Voice of the Customer for Unified Communications as a Service, by Peer Contributors, 25 June 2025

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