Metrigy has published its customer experience product and service forecasts and calendar year 2024 and 4Q24 market shares and updated forecasts.
March 26, 2025 – Metrigy has published its Customer Experience MetriCast 2024 and 4Q24 market shares and updated forecasts. The categories include CCaaS, CPaaS, CRM, and contact center platforms. Highlights include:
- CCaaS is the fastest-growing market, with global revenue at $7.2 billion in CY24, up 20.0% year-over-year (YoY).
- NICE leads the CCaaS market with 23.3% global revenue market share in 4Q24 and 23.1% for CY24. Other leading vendors include Genesys, Five9, and Amazon Web Services.
- The CPaaS market grew 4.6% in CY24, to $14.3 billion in global revenue.
- Twilio is the CPaaS market leader with 23.9% global revenue market share in 4Q24 and 23.6% in CY24. Other leading vendors include Sinch, Infobip, Alibaba, and Vonage.
- CRM is the largest product category within the areas we forecast, topping out at $80.5 billion in 2024, up 3.1% YoY.
- Salesforce leads the CRM market with 24.6% global revenue share in 4Q24 and 24.7% in CY24. Other leading providers include Microsoft, Oracle, Adobe and SAP.
“The top providers across the CX market landscape—NICE, Twilio, Salesforce—strengthened their respective positions through CY24, extending their market shares in CCaaS, CPaaS, and CRM, respectively,” says Diane Myers, Metrigy senior research director. “While growth rates are slowing within these large segments, CX is still an active and growing market over the next five years, making it attractive to competitive vendors,” says Diane Myers, Metrigy senior research director.
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. For more information, visit http://www.metrigy.com/metricast/.
