Contact Center-as-a-Service MetriRank 2024

Published on: July 11, 2024

Author: Diane Myers, Senior Research Director & Principal Analyst Contributors: Robin Gareiss, CEO and Principal Analyst; Beth Schultz, Vice President of Research and Principal Analyst Metrigy’s Customer Experience MetriCast 2024 global market size and forecast study of 1,566 companies finds that nearly 36% of contact center operations are using contact center as a service (CCaaS) as their primary platform. The remaining 64% use either a single-server hosted platform that is managed by a third-party partner, or an on-premises contact center platform that they own and manage from their own or a hosting provider’s location. Although the majority of contact center agent licenses are for on-premises platforms, the adoption trend is toward CCaaS platforms because with them companies can improve flexibility and scalability, move to an operational expense model, and get access more quickly to enhanced capabilities, deep analytics, and customer insights across digital channels. In this 2024 CCaaS MetriRank report, Metrigy examines the leading providers. The global market for CCaaS was $6.0 billion in 2023, up 23% year over year. Metrigy forecasts the market to grow at a 13% compound annual growth rate (CAGR) from 2023 to 2028, reaching $10.8 billion by 2028. The CCaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios and others are smaller, with niche offerings. In determining companies in the CCaaS MetriRank, market share is important to overall leadership score, but financial strength and customer sentiment are most significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities today. Product development in 2024 is focused on artificial intelligence (AI), with those efforts having begun in earnest in 2023. With over 50 CCaaS providers worldwide, to be in the top 10 is an honor.
Table of Contents
  • Executive Summary
  • About the Study
  • CCaaS Leadership
    • Top Providers
    • Providers to Watch
  • CCaaS Provider Profiles
    • NICE
    • Five9
    • Cisco
    • Genesys
    • AWS
    • Talkdesk
    • Vonage
    • 8x8
    • Content Guru
    • Twilio
  • Appendix
    • Methodology
    • Leadership Metric Definitions
    • Further Reading
  • Working With Metrigy


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