Metrigy has published its CX product and service 2Q25 market shares and updated forecasts.
September 16, 2025 – Metrigy has published its Customer Experience MetriCast Market Share, 2Q2025 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 $2.0 billion in 2Q25, up 16.0%.
- NICE leads the CCaaS market with 22.6% global revenue market share in 2Q25. Other leading vendors include Genesys, Five9, and Amazon Web Services.
- The CPaaS market grew 3.3% in 2Q25, to $3.6 billion million in global revenue.
- Twilio is the CPaaS market leader with 25.4% global revenue market share in 2Q25. Other leading vendors include Infobip, Sinch, and Alibaba.
- CRM is the largest product category within the areas we forecast, topping out at $21.1 billion in 2Q25, up 8.7%.
- Salesforce leads the CRM market with 26.6% global revenue share in 2Q25. Other leading providers include Microsoft, Adobe, and Oracle.
“2Q25 was a strong quarter across the board with every segment posting year-over-year growth. There are strong leaders across the top of each category. Twilio in particular had stand-out results with 14% year over year CPaaS revenue growth in the quarter,” says Diane Myers, Metrigy senior research director and principal analyst.
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/.
