***MEDIA ALERT***
DMG Consulting Releases 2025 – 2026 Contact Center as a Service Product and Market Report
AI-Driven Transformation and Partner Ecosystems Power the Future of CX
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2025 – 2026Contact Center as a Service Product and Market Report
When: Today, 20 October 2025
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released its 2025 – 2026 Contact Center as a Service Product and Market Report. The report explores how CCaaS vendors are advancing AI foundations, automating excellence in customer and agent engagement, and redefining workforce engagement management to meet the demands of a rapidly changing market.
The CCaaS IT segment continues to thrive, executing strongly and innovating at pace despite the contact center market’s changing dynamics, rapid adoption of AI technologies, and intensifying competition. Its success stems from its foundational role in managing and optimizing the flow of customer interactions on an inbound and outbound basis. Whether routing calls or orchestrating digital journeys, CCaaS platforms serve as the connective tissue between organizations and their customers, making them indispensable to the brand experience and operational continuity. CCaaS platforms will remain central to CX infrastructure and likely increase in importance, even as agent roles evolve. These vendors now account for a large percentage of the workforce engagement management (WEM) solutions sold in the market. They are also instrumental in the delivery, oversight, and management of much of the AI functionality entering contact centers, a role which requires them to be more open and integratable.
A key driver of CCaaS vendor success is the rapid expansion amd strength of their partnership ecosystem. “DMG estimates that more than 60% of CCaaS deals are partner-influenced or include third-party solutions. While the level of influence varies by provider and geography, the trend is accelerating as enterprises strive to de-risk their CX infrastructure investments in the era of AI,” said Donna Fluss, President of DMG Consulting. “Strategic alliance with systems integrators, customer relationship management (CRM) providers, AI specialists, and vertical solution providers extend the value of CCaaS platforms and give enterprises greater confidence that their deployments will be flexible, future-proof, and aligned with evolving business needs.”
DMG Consulting’s 2025 – 2026 Contact Center as a Service Product and Market Report examines the CCaaS market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features seven leading and contending vendors: 8×8, Bright Pattern, Call Center Studio, Five9, NICE, UJET, and Vonage. Avaya is covered at a higher level.
To learn more about the 2025 – 2026 Contact Center as a Service Product and Market Report, visit the site, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
# # #