Metrigy has published its customer experience product and service forecasts and calendar year 3Q24 market shares.
January 14, 2025 – Metrigy has published its Customer Experience MetriCast 3Q24 market shares and forecasts. The categories include CCaaS, CPaaS, CRM, and on-premises contact center. Highlights include:
- CCaaS is the fastest growing market, with global revenue at $6.0 billion in CY23, up 23% year over year (YoY) and additional 18% growth forecast for 2024.
- NICE leads the CCaaS market with 22% global revenue market share in CY23 and 23% share in 3Q24. Other leading vendors include Genesys, Five9, Amazon Web Services, and Talkdesk.
- The CPaaS market grew 16% in CY23, to $15.9 billion in global revenue, and is forecast to grow 16% in 2024.
- Twilio is the CPaaS market leader with 24% global revenue market share in CY23 and 26% in 3Q24. Other leading vendors include Sinch, Infobip, Alibaba, and Vonage.
- CRM is the largest product category within the areas we forecast, topping out at $78.2 billion in 2023, up 11% YoY. Metrigy has forecast 8% revenue growth for the CRM market in 2024.
- Salesforce leads the CRM market with 23% global revenue share in CY23 and 26% in 3Q24. Other leading providers include Microsoft, Adobe, Oracle, and SAP.
“The top providers across the CX market landscape—NICE, Twilio, Salesforce—have built their market leadership over years of developing market leading products and sales strategies in CCaaS, CPaaS, and CRM, respectively,” says Diane Myers, Metrigy senior research director. “The CX space will continue to post growth over the next five years, making it attractive to a number of new entrants trying to grab a piece of the market.”
The MetriCast forecasts and market shares is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success.
