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 10, 2024 – Research and advisory firm Metrigy released its CCaaS MetriRank 2024 report, identifying the Top 10 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 2nd year in a row, NICE is the leader in our CCaaS MetriRank report, with 22% revenue market share, strong financials, and full marks for product mix and customer business success. NICE has been able to maintain its market leading position and keep pace with the overall market growth, ensuring continued top performance,” said Diane Myers, Senior Research Director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting.
Metrigy 2024 CCaaS MetriRank Highlights:
- Following NICE in the rankings are: Five9, Cisco, Genesys, and AWS
- Rounding out the CCaaS MetriRank leaders are (in alphabetical order): 8×8, Content Guru, Talkdesk, Twilio, and Vonage
- CCaaS providers that did not make the 2024 ranking but are on Metrigy’s watchlist are: Avaya, Dialpad, Microsoft, RingCentral, Salesforce, Sprinklr, 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 $6.0 billion in 2023, up 23% year-over-year. Metrigy forecasts the market to grow at a 13% CAGR from 2023 to 2028, reaching $10.8 billion by 2028. 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 study, please reach out to sales@metrigy.com.
