Microsoft named a Leader in 2025 Gartner® Magic Quadrant™ for Unified Communications as a Service

We’re excited to share that Microsoft has been named a Leader in the 2025 Gartner® Magic Quadrant™ for Unified Communications as a Service (UCaaS) worldwide, marking our seventh consecutive year with this recognition. We are honored to again be positioned highest for ability to execute and furthest for completeness of vision in the evaluation’s axes.

*Figure 1: Magic Quadrant for Unified Communications as a Service

We believe this recognition underscores the product innovations we continue to deliver, such as the launch of agents in meetings and a redesigned chat and channels experience, to make Microsoft Teams the AI-powered platform for work—one that is simple, smart, and secure. We have been raising the bar for intelligence, with users leveraging Microsoft 365 Copilot and agents with Teams to improve business outcomes. And with security as our top priority, we’re committed to helping our users meet, chat, and collaborate more securely.

The support and trust of our customers and partners helped make this recognition possible. We’re deeply grateful to the hundreds of millions of users who turn to Teams to get their work done. We also thank our partners whose expertise and commitment amplify the impact of Teams worldwide. Together, we are shaping what’s next for unified communications—thank you for joining us on this journey.

Simplifying Communications

Over the last year, Teams has been simplifying complexity through experiences that are designed to be more intuitive for workers to use and easier for admins to manage. Simple also means being able to rely on Teams for communications with contacts outside the four walls of your organization, especially with customer interactions. Here are just a few of the ways that Teams has been simplifying communications.

• New chat and channels experience: The redesigned chat and channels experience is simple by default to help you focus on what matters, giving you greater control to organize and communicate your way. Save time searching for key conversations with quick views, such as “@Mentions” or “Saved”, and through grouping chats by project or topic using customizable drag-and-drop sections. Threads in channels now lets you reply directly to specific messages, keeping related conversations grouped together without disrupting the channel’s main flow.
• Teams Phone extensibility for CCaaS: This new integration for Microsoft Dynamics 365 Contact Center and partner ISV vendors helps unify telephony across UCaaS and CCaaS. Having a single phone system across the enterprise can lower operating costs, simplify management, and consolidate licensing across endpoints.
• SMS: Users in the US and Canada can now send and receive SMS messages on their desktop and have a fully integrated messaging experience. Start a conversation with any phone number and see the history of your SMS chats right in Teams.[1]
• Queues app supervisor tools: Queues app in Teams Premium got even better with advanced supervisor tools: monitor, whisper, barge, and takeover. These are designed to help call queues supervisors support and train calling reps in real time. Supervisors can silently listen to calls, coach reps privately, actively participate in calls when needed, or take calls over entirely.

Smarter Collaboration

Microsoft 365 Copilot is your AI assistant built for work—deeply integrated into Teams meetings, calls and chats to understand your goals and anticipate next steps. Teams is driving the evolution from individual AI assistance to group AI collaboration. Teams users benefit from a growing set of pre-built agents, such as Facilitator and Interpreter, to help run more productive meetings. Or create custom agents tailored to your group’s project or unique business workflows and interact with those agents in Teams. It’s like having virtual teammates on call and eager to work 24/7.

• Agents in Meetings: Facilitator streamlines your meetings by taking real-time, co-authorable notes and moderating discussions based on your agenda or goals. At key moments, it recaps decisions and outlines open action items, so nothing is missed.
• Interpreter: Interpreter breaks down language barriers in meetings, empowering everyone to speak and listen in their preferred language. Currently supported in nine languages, Interpreter can even preserve the unique voice and inflection of the speaker.
• Copilot summary for transferred calls: Copilot intelligence is now more integrated into call flows. This feature will automatically generate a summary of a call, provide context and allow for edits, then enable users to send a call summary to a transfer recipient before transferring the call. This enables smoother handoffs, no lost context, and no need for a pre-transfer consult. Copilot summary for transferred call also works on Teams Phone certified devices.

A More Secure Way to Work Together

Enabling more secure collaboration remains a top priority for Teams. We introduced a range of new capabilities and controls over the past year designed to help users exchange sensitive information in meetings with greater confidence. Here are just some of the ways Teams users are working together more securely.

• OTP email verification for external meeting participants: This capability allows meeting organizers to require external participants to verify their email addresses via a one-time passcode (OTP) before joining the meeting. Once verified, participants will appear in the meeting with the ‘Email verified’ label, giving organizers greater confidence about who is attending their meetings.
• Sensitive content detection in meetings: AI is powering entirely new screensharing protections. When enabled by meeting organizers, Teams will proactively analyze onscreen content and alert meeting organizers and presenters if the presenter shares sensitive information on the screen, such as bank information or social security numbers. This helps to limit the exposure of the presenting organization and adds a layer of security to meetings and events.
• Automatically upgrade meeting sensitivity label based on shared file: Teams can now automatically upgrade the sensitivity label of a meeting if a participant shares a file with a higher classification. This ensures that the meeting inherits the appropriate protections—such as encryption, watermarking, or access restrictions—based on the most sensitive content shared.

AI-Powered workplace

It’s no secret that AI is transforming how we work. It’s also transforming where we work. The AI-Powered workplace enables organizations to help make interactions more impactful for your workforce. It simplifies coordination between colleagues, creates modern workspaces that enhance collaboration, and optimizes these spaces using proactive management and AI-driven insights. We delivered key innovations this past year to help organizations deliver on this promise.

• Work location signals and booking: We’ve made connecting with people and places around you easier. Users can update their workplace presence signal – which indicates when they’re in a specific office or building – manually or automatically, or by plugging into a peripheral. This data then enables AI-driven recommendations about who users can find nearby and what spaces are most convenient for meetings and collaboration.
• Speaker recognition in all Microsoft Teams Rooms: When someone in your organization enrolls their voice or face profile, their identity shows up in meeting artifacts (like transcripts, recaps, etc.) generated in any Teams Room. This enables experiences like Copilot, Intelligent Recap, and other smart audio features to associate important contributions in meetings to the right person.
• Facilitator in Teams Rooms: In-person meetings in Teams Rooms now provide more context and intelligence with the addition of Facilitator agent for scheduled and ad hoc meetings. Facilitator can help with real-time AI-generated notes, follow up items, and keeping everyone on time during scheduled meetings.
• Space and device analytics: IT admins now have more information and control over the physical spaces and hardware in their tenants. Places space analytics provides detailed insights into how your spaces are used at building, room, and desk levels. Microsoft 365 Copilot enhances this by explaining usage for specific spaces, including utilization, no-show rates, and other critical data. The Teams Rooms Pro Management Portal now provides more data on how all spaces are being used with AI-assistance that provides how-to information. And the Teams Rooms Pro Management Portal now has faster deployment technologies like Autopilot to enable IT admins to get Teams Rooms up and running quickly.

Learn more about Teams and Microsoft 365 Copilot

We remain committed to pushing the boundaries of what’s possible with Teams and AI to make work simpler, smarter, and more secure for everyone. We’re excited to keep innovating with you on this journey.

• Start using Microsoft 365 Copilot today. Visit Microsoft365.com/copilotor download the Microsoft 365 Copilot app for your desktop or mobile device.
• Explore Teams Premiumand start a free trial today.
• Read the full 2025 Gartner® Magic Quadrant™ for Unified Communications as a Service (UCaaS) report.

 

[1] This feature is available for users who have Microsoft Teams Calling Plans in the US and Canada.

 

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