***MEDIA ALERT***
DMG Consulting Releases 2025 Contact Center as a Service Worldwide Market Share Report
AI innovation and platform expansion continue to fuel sector growth and enterprise investment
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2025 Contact Center as a Service Worldwide Market Share Report
When: Today, 1 July 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 Contact Center as a Service Worldwide Market Share Report. This edition of the Report analyzes CCaaS competitors’ performance in calendar year 2024 and provides a discerning review of the sectors market drivers and inhibitors.
The CCaaS market continues to effectively execute, innovate rapidly, and deliver outstanding results, demonstrating resilience and robust growth, despite or perhaps because of economic uncertainty, intensifying competition, and a changing technology landscape. 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. While AI is the top driver of market change, it’s far from the only one impacting the CCaaS competitive landscape. Rather, 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. 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.
DMG remains bullish on the CCaaS market and projects strong growth between 2025 and 2029, particularly if this sector’s definition is expanded slightly to include SaaS-based offerings, for which DMG expects to see increased demand. Adoption of CCaaS solutions, as we know them today, is still in the early stages. Rather than declining, CCaaS is transforming, driven by AI, shifting enterprise priorities, and growing demand for more integrated and, intelligent CX platforms. “It’s a new world where leading and contending CCaaS vendors are positioned for success,” said Donna Fluss, President of DMG Consulting. “The CCaaS market is entering a new phase, one that will redefine what a modern contact center platform is, how it delivers value, and the strategic role it plays in the broader CX ecosystem.”
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 visibility into 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). The Report analyzes CCaaS market activity and provides five-year projections. The Report features 19 leading and contending CCaaS vendors and takes into account approximately 181 other vendors as part of the total seat count and projections. To learn more about the Contact Center as a Service Worldwide Market Share Report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
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