Metrigy’s MetriRank study evaluates leading CCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.
July 9, 2025 – Research and advisory firm Metrigy released its CCaaS MetriRank 2025 report, identifying the Top 11 providers leading the market today and best positioned for long-term success. NICE has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.
“For the third year in a row, NICE is the leader in our CCaaS MetriRank report, with 23% revenue market share, strong financials, leading market momentum and product mix, and above-average customer scores. While NICE holds the top spot, all the providers in the report stand out in different areas,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting.
Metrigy 2025 CCaaS MetriRank Highlights:
- Following NICE in the top five rankings are: Five9, Genesys, Cisco, and Vonage
- Rounding out the CCaaS MetriRank leaders are (in alphabetical order): 8×8, Amazon Web Services, Content Guru, Dialpad, Sprinklr, and Talkdesk
- CCaaS providers that did not make the 2025 ranking but are on Metrigy’s watchlist are: Avaya, Microsoft, RingCentral, Salesforce, Twilio, UJET, Zendesk, and Zoom.
Metrigy defines CCaaS as customer interaction software delivered as a service over a cloud-based platform; as a baseline this includes automatic call distributors (ACDs), interactive voice response (IVR), and predictive dialer, but increasingly also includes AI, analytics, and interaction channel integration. CCaaS solutions are multi-tenant, with today’s platforms developed by service providers to run in the cloud using microservices architecture.
The global market for CCaaS was $7.2 billion in 2024, up 20% year-over-year. Metrigy forecasts the market to grow at an 11.2% compound annual growth rate (CAGR) from 2024 to 2029, reaching $12.2 billion by 2029. The CCaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios and others are smaller, with niche offerings.
The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CCaaS MetriRank 2025 study, please reach out to sales@metrigy.com.
