In the contact center, the trend has long been clear: Cloud is the way forward.
As Metrigy has tracked year-over-year in its annual buyer-side Customer Experience MetriCast study, contact center-as-a-service (CCaaS) is the fastest-growing contact center platform option. Its value lies in enabling companies to improve flexibility and scalability, move to an operational expense, and get access more quickly to enhanced capabilities, deep analytics, and customer insights across digital channels. Our 2025 study, conducted with 1,397 companies globally, model shows nearly 53% have UCaaS in use or planned for implementation by year’s end. An additional 22.4% have UCaaS on their deployment roadmap for as early as 2026 or are evaluating a move to cloud contact center architecture.
But the question for many companies is with which provider to make the move to CCaaS. For that matter, the same can be said of companies already using CCaaS but planning to move to another platform. In the above-cited CX MetriCast study, 44.6% of companies using CCaaS plan or are evaluating whether to swap out their primary provider, as early as this year. After all, this is a crowded market with plentiful options, and cloud offers the agility of migrating when necessary.
There are many considerations that factor into CCaaS selection, but among the most important is customer sentiment and customer business success. For independent guidance on these customer metrics, Metrigy asks IT, CX, and other business leaders participating in the CX MetriCast study to rate their CX vendors and share business metric improvements based on the technology’s use.
MetriStar Results
Download this blog at vonage.com.
