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Delivers market insights for 12 CX technology areas in 2024

May 13, 2024 – Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.

In the Customer Experience MetriCast 2024 study, Metrigy analyzes buy-side market data provided by 1,566 IT leaders from 10 countries and 42 industries with operational and/or procurement responsibilities. Metrigy looks at technologies in use, providers, spending, ratings of the providers, and relative success using the products. Metrigy also examines the percentage of companies that are changing or planning/evaluating a change in providers, what’s driving them to leave, and which new providers they are considering in the following categories:

  • Agent Assist
  • Artificial Intelligence (AI) Bots
  • AI Development Platform
  • Contact Center as a Service (CCaaS)
  • Contact Center Fraud Prevention
  • Communications Platform as a Service (CPaaS)
  • Customer Relationship Management (CRM)
  • Knowledge Management
  • On-Premises and Dedicated Hosted Cloud Contact Center
  • Visual Engagement
  • Voice of the Customer
  • Workforce Optimization

Among the study’s findings is that 36% of businesses are now using cloud-delivered contact center service, or CCaaS, in some capacity. “The majority of respondents indicated they were keeping CCaaS spending flat in 2024 with spending growing in 2025 and 2026. The growth in CCaaS spending is predominantly from additional seats being added, as businesses continue their migration to the cloud,” says Diane Myers, Metrigy principal analyst. “While AI is growing in importance, it is not yet a top criterion in contact center platform vendor decisions.”

For additional key metrics from the research study, please see our MetriSight podcast series.

The MetriCast study is part of Metrigy’s MetriCast Service, which also includes market forecast and shares across select customer experience and workplace collaboration technology categories, with quarterly updates; 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