Customer Experience MetriCast 2024: Contact Center Platforms Market Share & Forecast: 4Q & CY2024
Published on: April 8, 2025
- The global market for on-premises contact center platforms (license and system revenue) was $2.1 billion in 2024, a 5.3% year over year (YoY) decline as contact center operations continue to migrate to CCaaS. Metrigy forecasts the market to continue decreasing over the forecast period with a negative 7% five-year revenue CAGR (2024-2029). 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 2024 market share leader being Avaya (32.5% of global revenue), followed by Genesys (12.1%), and Cisco (10.9%).
- On-premises contact center platforms are most widely used by midsize and large enterprises, or those with between 251 and 2,500 employees: 44.7% to 44.9% of companies in this size range use on-premises contact center platforms today as part of their CX strategy.
- Regionally, contact center platforms are most widely adopted in North America followed by APAC and Europe, though CCaaS platforms alone are most widely adopted in APAC (40.1%), followed by Europe (38.9%) and North America (32.9%).
- Among companies that use dedicated contact center platforms, 49.1% 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 by desire for a single, integrated platform for contact center and unified communications (UC).
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