2025 Contact Center as a Service Worldwide Market Share Report
Published June 29, 2025
DMG Consulting’s 2025 Contact Center as a Service Worldwide Market Share Report is the foremost resource for vendors, investors, analysts, and others who want to understand this sector’s competitive landscape, vendor market share by revenue and seats, geographical breakdown, adoption rate, and the current and projected total addressable market (TAM).
Authoritative and Rigorous Analysis
DMG’s fifth annual edition of the Contact Center as a Service Worldwide Market Share Report provides an insightful analysis of the highly competitive contact center as a service (CCaaS) market, a rapidly changing segment driven by artificial intelligence (AI). This edition of the Report analyzes CCaaS competitors’ performance in calendar year 2024, although several of the vendors operate on a fiscal year.
This Report analyses the market activity of the vendors selling CCaaS infrastructure solutions and related products, including self-service, AI applications (i.e., transcription, AQM, RTG/next-best-action (NBA), automated post-interaction summarization), and WEM applications, along with professional services (implementation, integration, training, premium support) and carrier services. It accounts for the seats and revenue of an estimated 200 competitors in the worldwide multi-tenant CCaaS market. This edition does not include market activity for hosted or SaaS-based offerings that are not multi-tenant.
Discerning Review of CCaaS Market Drivers and Inhibitors
There are many diverse and often conflicting dynamics impacting the CCaaS market, but most have had little effect in slowing the growth rate of this important IT sector. Cloud-based providers continue to deliver most of the contact center market’s innovation, fueled by hundreds of millions in financial firm investments over the past decade. Artificial intelligence has become the primary driver of change in the last two years, compelling companies to migrate to cloud-based solutions, as these products generally require the processing power of the cloud. CCaaS vendors who have expanded their product portfolios during the last couple of years to include AI-enabled applications are also benefitting from increased consumption-based revenue or higher price-per-seat fees.
Some in the market primarily consider CCaaS the “pipes” or channels to distribute and manage the flow of voice and digital interactions and inquiries into and out of an organization. Others expect their CCaaS vendor to be their general contractor, facilitating the delivery and integration of most systems and applications they need to operate their contact center. And, most recently, CCaaS vendors have also started to be viewed as a source of the AI technology and infrastructure needed to enhance their operation. What’s clear is that many companies are highly reliant on their contact center infrastructure provider, a trend that DMG expects to continue for many years.
CCaaS Vendor Performance
The 2025 Contact Center as a Service Worldwide Market Share Report provides insights into the market’s performance in calendar year 2024 and provides a detailed analysis of the seat and revenue activity of 19 leading and contending CCaaS competitors: NICE, Genesys, Amazon Connect, Five9, Content Guru, RingCentral, Odigo, 8×8, Dialpad, Cisco, UJET, Enghouse, Puzzel, Vonage, Intermedia, Salesforce, Google, Call Center Studio, and Diabolocom (listed in order of largest to smallest based on number of seats as of December 31, 2024). The revenue and market activity of an estimated 181 CCaaS competitors (17 named and 164 unnamed) are grouped together in the “Other” category.
Key breakdowns in the 2025 Contact Center as a Service Worldwide Market Share Report are:
- Total Contact Center Seat Projections, Worldwide, 2025 – 2029
- 2024 Worldwide CCaaS Revenue and Market Share Analysis, by Vendor, Category, and Geography
- 2024 Worldwide CCaaS Seat Adoption Rate and Projections, 2024 Actual – 2029 Projected
- CCaaS Total Addressable Market, Worldwide, 2024 Actual – 2029 Projected
- Executive Summary
- Introduction
- CCaaS Market Drivers and Inhibitors
- DMG Consulting Research Methodology
- 4.1 Report Participation and Data Requirements
- Information Sources and Methodology
- 5.1 Named and Concurrent Seats vs. Usage
- 5.2 What Should Be Counted as a CCaaS Seat?
- 5.3 DMG Transparency
- Report Scope: What is Included
- Total Contact Center Market Five-Year Seat Projections, Worldwide, 2025 – 2029
- 7.1 Contact Center Five-Year Seat Projections, Worldwide, 2025 – 2029
- 2024 CCaaS Market Share Analysis, Worldwide
- 8.1 CCaaS Seats and Market Share by Vendor, as of December 31, 2024
- 8.2 2024 Worldwide CCaaS Revenue and Market Share, by Vendor
- 8.3 2024 CCaaS Revenue Analysis by Category
- 8.4 2024 CCaaS Revenue and Market Activity, by Geography
- Worldwide CCaaS Seat Adoption Rate and Projections, 2024 – 2029
- 9.1 CCaaS Seat Projections, Worldwide, 2024 Actual – 2029 Projected
- 9.2 CCaaS Seat Adoption Rate, Worldwide, 2024 Actual – 2029 Projected
- CCaaS Worldwide Total Addressable Market, 2024 Actual – 2029 Projected
Table of Figures
- Figure 1: Total Contact Center Seat Projections, Worldwide, 2024 Actual – 2029 Projected
- Figure 2: Total Contact Center Seat Projections, Worldwide, 2024 Actual – 2029 Projected (Line Graph)
- Figure 3: CCaaS Seats and Market Share by Vendor, as of December 31, 2024
- Figure 4: 2024 CCaaS Seat Market Share
- Figure 5: CCaaS Seats by Vendor, 2024 vs. 2023 Comparison
- Figure 6: CCaaS Seat Trends by Vendor, 2020 – 2024
- Figure 7: CCaaS Seat Trends by Vendor, 2020 – 2024 (Bar Chart)
- Figure 8: 2024 CCaaS Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 9: 2024 CCaaS Revenue Market Share
- Figure 10: CCaaS Revenue by Vendor, 2024 vs. 2023 Comparison (Dollars in Thousands)
- Figure 11: CCaaS Revenue Trends by Vendor, 2020 – 2024 (Dollars in Thousands)
- Figure 12: CCaaS Revenue Trends by Vendor, 2020 – 2024 (Dollars in Thousands)
- Figure 13: 2024 CCaaS Revenue and Market Share by Category (Dollars in Thousands)
- Figure 14: 2024 CCaaS Market Share by Category
- Figure 15: CCaaS Revenue by Category, 2024 vs. 2023 Comparison (Dollars in Thousands)
- Figure 16: CCaaS Revenue Trends by Category, 2020 – 2024 (Dollars in Thousands)
- Figure 17: CCaaS Revenue Trends by Category, 2020 – 2024 (Dollars in Millions)
- Figure 18: 2024 CCaaS Revenue by Vendor and Category (Dollars in Thousands)
- Figure 19: 2024 CCaaS Revenue by Vendor and Category (Dollars in Millions)
- Figure 20: 2024 CCaaS Recurring Services Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 21: 2024 CCaaS Recurring Services Market Share
- Figure 22: 2024 CCaaS Carrier Services Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 23: 2024 CCaaS Carrier Services Market Share
- Figure 24: 2024 CCaaS Professional Services Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 25: 2024 CCaaS Professional Services Market Share
- Figure 26: 2024 CCaaS Revenue by Vendor and Geographic Region (Dollars in Thousands)
- Figure 27: 2024 CCaaS Revenue by Vendor and Geographic Region (Dollars in Millions)
- Figure 28: Summary of 2024 CCaaS Revenue and Market Share by Geographic Region (Dollars in Thousands)
- Figure 29: 2024 CCaaS Market Share Summary by Geographic Region
- Figure 30: Summary of CCaaS Revenue by Geographic Region, 2024 vs. 2023 Comparison (Dollars in Thousands)
- Figure 31: CCaaS Revenue Trends by Geographic Region, 2020 – 2024 (Dollars in Thousands)
- Figure 32: CCaaS Revenue Trends by Geographic Region, 2020 – 2024 (Dollars in Millions)
- Figure 33: 2024 CCaaS Americas Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 34: 2024 CCaaS Americas Market Share
- Figure 35: 2024 CCaaS Europe/Middle East/Africa Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 36: 2024 CCaaS Europe/Middle East/Africa Market Share
- Figure 37: 2024 CCaaS Asia/Pacific Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 38: 2024 CCaaS Asia/Pacific Market Share
- Figure 39: CCaaS Seat Projections, Worldwide, 2024 Actual – 2029 Projected
- Figure 40: CCaaS Seat Projections, Worldwide, 2024 Actual – 2029 Projected (Line Graph)
- Figure 41: CCaaS Seat Adoption Rate Projections, Worldwide, 2023 Actual – 2029 Projected
- Figure 42: CCaaS Adoption Rate Projections, Worldwide, 2024 Actual and 2025 – 2029 Projected
- Figure 43: CCaaS Total Addressable Market Projections, Worldwide, 2024 Actual – 2029 Projected (Dollars in Thousands)
- Figure 44: Worldwide CCaaS Total Addressable Market Projections, 2024 Actual – 2029 Projected