March 27, 2026 – Metrigy has published its Customer Experience MetriCast Market Share, 2025 and 4Q2025 market shares and updated forecasts. In addition to CCaaS and contact center platform, the categories include communications platform as a service (CPaaS) and customer relationship management (CRM). Highlights include:
- CCaaS is the fastest-growing market, with global revenue at $8.4 billion in 2025, up 16.4%.
- NiCE leads the CCaaS market with 22.3% global revenue market share in 2025 and a 12.5% revenue increase year-over-year. Other leading vendors include Genesys, Five9, and Amazon Web Services.
- Revenue for contact center platforms deployed on-premises and in dedicated cloud environments declined 20.4% to $1.7 billion in 2025. Avaya is the market leader with 28.9% of global 2025 revenue.
“Contact center operations continue to migrate to cloud-native CCaaS solutions, but less than half of agents worldwide are on CCaaS. Continued seat migration will drive CCaaS growth over the next five years, even as the use of artificial intelligence impacts agent requirements. The CCaaS market will grow at a 9.8% CAGR from 2025-2030,” says Diane Myers, Metrigy senior research director and principal analyst.
The MetriCast market shares and updated forecasts 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. For more information, visit http://www.metrigy.com/metricast/.
