CCaaS & Contact Center Platforms Quarterly Market Share & Forecast Report: 2025 & 4Q25

Metrigy’s CX MetriCast 2025 market study for contact center platforms shows the continued movement from premises-based contact center infrastructure to multitenant, cloud-based services that provide contact center operations with more flexibility and access to the latest features and capabilities. The study shows 34.0% of all companies use CCaaS, 45.8% use a dedicated hosted platform owned and managed by a third party, and 38.4% use on-premises platforms—either fully on premises or physically located in a third-party data center but hosted/managed by the enterprise organization. Another 18.9% planned to be using CCaaS by the end of 2025, 16.0% planned to use a dedicated hosted platform managed by a third party, and another 16.6% plan to be fully on premises. Note, however, Metrigy typically finds actual adoption to fall short of overly optimistic plans. This report provides details on contact center platform adoption and in-depth spending, market size, forecast, and vendor selection across CCaaS and on-premises/dedicated contact center platforms, along with segmentation by size and global region. Highlights of the study include the following:

• The global market for on-premises contact center platforms (license and system revenue) was $1.7 billion in 2026, a 20.4% year-over-year (YoY) decline as contact center operations continue to migrate to CCaaS. This decline was more severe than what the market posted in 2024 (5.3% YoY decline). Metrigy forecasts the market to continue decreasing over the forecast period, with a negative 8.7% five-year revenue CAGR (2025-2030). Metrigy forecasts for on premises contact center platforms do not include maintenance and support revenue.
• The number of dedicated contact center platform vendors is small, with the 2025 market share leader being Avaya (36.3% of global revenue), followed by Genesys (12.9%), and Cisco (10.0%).
• For 4Q25, the on-premises/dedicated contact center platform market declined 20.8% YoY in the quarter to $370.8 million. Avaya led the market in the quarter with 35.3% revenue market share.
• On-premises contact center platforms are most widely used by larger enterprises. Nearly 49% of companies with between 1,000 and 2,500 employees and a slightly lower percent (47.9%) of companies with more than 2,500 employees are using on-premises contact center platforms today as part of their CX strategy.
• Regionally, contact center platforms are most widely adopted in Europe followed by APAC and North America, though CCaaS platform adoption alone is steady across regions, ranging from 33.6% to 34.2%.
• Among companies that use dedicated contact center platforms, 35.5% have no plans to replace their primary vendor. The rest are either replacing, have plans to replace, are evaluating whether to replace their provider, or they are unsure. High cost is the top reason businesses are changing or evaluating a vendor, followed closely by lack of AI capabilities.
• The global market size for CCaaS was $8.4 billion in 2025, up 16.4% YoY. Metrigy forecasts the market to grow at a 9.8% CAGR from 2025 to 2030, reaching $13.3 billion by 2030. More than two-thirds of agent seats are still on customer-owned and - managed platforms, representing significant upsell potential for CCaaS.
• CCaaS is most prevalent in North America, with $6.0 billion in revenue in 2025, up 14.5% YoY; companies with 50 to 249 employees accounted for $3.5 billion in CCaaS 2025 revenue globally, up 15.1% YoY.
• There are a number of CCaaS providers, global and regional, with varying levels of capabilities. Based on 2025 CCaaS revenue, NiCE is the global revenue market share leader with 22.3% share, followed by Genesys with 20.0% and Five9 with 12.7%. Other leading providers, in order of share, include Amazon Web Services (AWS), Talkdesk, Cisco, Content Guru, 8x8, Twilio, Dialpad, Vonage, and Sprinklr. The leading providers posted double-digit YoY growth in 2025, with Cisco leading at 41.8% growth, followed by Dialpad with 25.8% growth.
• For 4Q25, the CCaaS market grew 18.0% YoY in the quarter to $2.2 billion. NiCE led the market in the quarter with 22.8% revenue market share.
• Among those using CCaaS, 37.3% have no plans to replace their primary provider. For companies that do plan a change, the desire to use a single, integrated unified communications (UC)/contact center provider is the biggest reason, followed by company policy to re-evaluate providers at the end of current contracts.
• Customer service, security capabilities, and reliability are the most important CCaaS provider evaluation criteria.
• Most companies are still showing strong support for remote and hybrid working. While 17.1% have employees that are fully remote, 69.1% are allowing at least some type of hybrid remote/in-office working.