NICE Takes Top Spot in Metrigy’s Inaugural Contact Center-as-a-Service (CCaaS) MetriRank Report
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 31, 2023 – Research and advisory firm Metrigy released its 2023 CCaaS MetriRank 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.
“NICE is the undisputed leader in our inaugural CCaaS MetriRank report, with the largest market share, strong financials, and full marks for product mix. NICE has a commanding lead on the field, putting it in a good position to continue top performance over the next few years,” said Diane Myers, principal analyst responsible for Metrigy’s MetriRank reports as well as market sizing and forecasting.
Metrigy 2023 CCaaS MetriRank Highlights
- Following NICE in the rankings are Five9, Cisco, Genesys, and 8×8
- Rounding out the CCaaS MetriRank leaders are (in alphabetical order): AWS, Dialpad, Sprinklr, Talkdesk, Twilio, and Vonage
- CCaaS providers that did not make the 2023 ranking but that are on Metrigy’s watchlist are: Avaya, Content Guru, Microsoft, Salesforce, UJET, Zendesk, and Zoom
Metrigy defines CCaaS as customer interaction software delivered as a service over a cloud-based platform; this includes Automatic Call Distributors (ACDs), Interactive Voice Response (IVR), predictive dialer, artificial intelligence (AI), channel integration, etc. CCaaS solutions are typically multi-tenant, with today’s platforms developed by service providers to run in the cloud using microservices architecture.
The global market for CCaaS was $5.6 billion in 2022, up 30% year-over-year. Metrigy forecasts the market to grow at a 12% CAGR from 2022 to 2027, reaching $9.7 billion by 2027. 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.
In determining companies in the CCaaS MetriRank, market share is important to overall leadership, but financial strength and customer sentiment are significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities today. However, 2023 is shaping up to be an important year of enhanced product development, particularly around AI, which will become a significant factor moving forward.
The full report, including all of our methodology, scoring, a deep dive into each provider profile, and much more is available for purchase. If you are interested in Metrigy’s MetriRank study, please reach out to Layne Haaksma.