For contact center infrastructure, the adoption trend has long been away from on-premises systems or private hosted platforms and toward cloud-based applications. But still today, only 34% of contact center operations are using the cloud model—à la contact center as a service (CCaaS)—as their primary implementation, according to Metrigy’s Customer Experience MetriCast 2025 global market size and forecast study of 1, 397 companies.
What that means for CCaaS providers is abounding opportunity. As companies with legacy systems seek greater flexibility and scalability, quicker access to advanced capabilities, and a switch from a capital to operational expense-based pricing model, CCaaS is often going to offer them the optimal path forward. More than 40% of companies in the CX MetriCast study are already either planning for their cloud migration or are evaluating whether or how to migrate.
As CX leaders plot out their migrations, it’s imperative that CCaaS providers are able to distinguish themselves among a crowded and highly competitive market. This is something that NiCE, the top seed in Metrigy’s annual ranking of CCaaS providers, does handily.
As it has since Metrigy launched its annual CCaaS provider ranking in 2023, NiCE earned the No. 1 spot with the largest market share and strength across the five criteria we use in evaluating top providers: financial strength, market share momentum, product mix, customer sentiment, and customer business success. NiCE is the undisputed leader, netting the highest possible scores in market share, market momentum, and product mix.
A repeat in the No. 2 spot is Five9, which stands out with strong marks in product mix, customer sentiment, and customer business success, as well as above-average financial strength and third overall market share. Genesys, second behind NiCE in terms of market share, is ranked No. 3 in the CCaaS MetriRank 2025 report. It earned the highest score for customer business success and high marks for product mix and customer sentiment.
Rounding out the top five are Cisco, eighth in market share and ranked No. 4, and Vonage, tenth in market share and ranked No. 5. Cisco earned the highest possible score in financial strength and the second-highest score for market momentum, while Vonage leaped into position with the strongest customer sentiment score and a strong score for financial strength.
For this year’s CCaaS MetriRank report, published this week, we evaluated a total of 12 providers, due to extremely tight market shares between numbers 10 through 12. We landed on including 11 top providers, based on evaluation of the scores. The other providers that made the cut, in alphabetical order, are: 8×8, Amazon Web Services, Content Guru, Dialpad, Sprinklr, and Talkdesk.
Twilio’s lower overall score left it off the list for 2025, but is certainly worth watching. Also on our watch list are Avaya, Microsoft, RingCentral, Salesforce, UJET, Zendesk, and Zoom.
As the CCaaS MetriRank shows, the CCaaS landscape comprises a variety of players, including pure-play cloud providers, legacy on-premises systems vendors that have branched into CCaaS, and other cloud software providers that see CX as an adjacency to pursue. With their due diligence, businesses looking to the CCaaS model are sure to find the right option for their unique requirements. With Metrigy’s CCaaS MetriRank report, they have much-needed insight into which providers are best positioned to succeed in the long term.
Full details, including all of our methodology, scoring, and a deep dive on each provider, is available in the CCaaS MetriRank 2025 report. Click here to learn more.
