Despite the news of the demise of SaaS-based services, the reality is enterprise SaaS services such as CCaaS, UCaaS, and CPaaS continue to post growth year-over-year (YoY) as businesses need fundamental communications capabilities. Within our MetriCast Service, this week we published 4Q25 and full-year 2025 market shares and extended forecasts out through 2030. Let’s break it down.
The CCaaS market in 2025 posted $8.4 billion in global revenue, up 16.4% YoY. Metrigy forecasts the market to grow at a 9.8% CAGR from 2025 to 2030, reaching $13.3 billion by 2030. More than two-thirds of agent seats are still on customer-owned and -managed platforms, representing significant upsell potential for CCaaS. CCaaS is most prevalent in North America, with 71% in total revenue in 2025. Based on 2025 CCaaS revenue, NiCE is the global revenue market share leader with 22.3% share, followed by Genesys with 20.0% and Five9 with 12.7%. For the full-year 2025, Cisco, Dialpad, and Genesys had the largest YoY growth. Other leading providers include 8×8, Amazon Web Services (AWS), Cisco, Content Guru, Dialpad, Sprinklr, Talkdesk, Twilio, Vonage, and others.
The global market for CPaaS platforms was $14.9 billion in 2025, up 4.2% YoY. We are forecasting the market to grow at a 2.7% 2025 to 2020 CAGR, reaching $17.0 billion by 2030. Programmable messaging remains the largest driver of CPaaS revenue, followed by voice and then email. North America is the largest market, representing 41.7% of total revenue in 2025. Numerous companies offer CPaaS capabilities, delivering both out-of-the-box and customized, cloud-based applications. Based on 2025 CPaaS revenue, Twilio is the global market share leader at 25.4% share, followed by Infobip (under non-disclosure), Sinch with 12.4%, and Alibaba 6.6%. For the full-year 2025, Bandwidth, Twilio, and Tanla had the largest YoY growth. Other leading CPaaS specialists include 8×8, Bird, Cisco, LINK Mobility, Tata Communications, Tencent, and Vonage.
The global market size for UCaaS was $23.0 billion in 2025, up 6.1% YoY. Metrigy forecasts the market to grow at a 4.0% CAGR from 2025 to 2030, reaching $28.0 billion by 2030. Today more than 60% of telephony seats worldwide are on UCaaS, making this a commodity market that is still able to post revenue growth. There are a number of global and regional UCaaS providers with varying levels of capabilities. Based on end-of-year 2025 UCaaS seats, Microsoft remains the global market share leader (22.2%), followed by Cisco (16.5%), Zoom (8.3%), and RingCentral (6.4%). While there were no shifts in leadership, Cisco and European-provider Gamma had the largest seat growth in 2025. Other providers include 3CX, 8×8, AstraQom, BlueIP, Comcast, Dialpad, Evolve IP, Fusion Connect, Google, GoTo, Intermedia, KDDI, Lumen, Nextiva, Sangoma, SK Telekom, Tele2, Verizon, Vonage, Wildex, and Windstream.
In other market areas, Metrigy released forecasts for CRM, IP deskphones, eSBCs, and SIP trunking.
