2025 – 2026 Contact Center as a Service Product and Market Report
Published October 16, 2025
The 2025–2026 Contact Center as a Service Product and Market Report delivers a comprehensive and authoritative analysis of the contact center as a service (CCaaS) sector, now central to customer experience (CX) delivery. As platforms expand across omnichannel contact management, AI-powered engagement, and workforce optimization, CCaaS has become foundational to modern contact center operations. With the rise of generative and agentic AI, vendors must evolve to support smarter interactions, adaptive orchestration, and deeper CX integration. Despite intensifying competition and changing dynamics, the CCaaS segment continues to execute strongly and innovate at pace with market demands, advancing AI capabilities, and rising customer expectations.
Definitive Analysis of the CCaaS Market, Technology, and Strategic Trends
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 driving adoption and innovation. This year’s edition 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 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.
RFP Q&As Prospects Need to Identify and Select the Right CCaaS Solution
For buyers, it is a compelling – but complex – time to evaluate CCaaS solutions. The market is crowded, with over 200 competitors, and while vendor messaging often sounds similar, there are significant functional and strategic differentiators between providers. The next several years will be fast-moving and competitive, but for enterprises that invest strategically now, their CCaaS solution will help position them for stronger CX differentiation and give them a platform for sustained business value.
DMG Consulting LLC’s Contact Center as a Service Product and Market Report includes detailed side-by-side comparative analyses of 200+ RFP questions and vendor responses to enable end-users seeking a CCaaS solution to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by DMG’s team of leading contact center technology and operations experts during in-depth live product demonstrations.)
The report’s side-by-side analyses compare a wide range of information, including:
- Artificial Intelligence (AI) and Generative AI
- Omnichannel Routing and Queuing
- Outbound
- CRM
- Recording
- Customer-Facing Conversational AI Self-Service
- Transcription
- Real-Time Guidance/Next-Best-Action Capabilities
- Employee-Facing Self-Service
- Automated Post-Interaction Summarization
- Automated Quality Management
- Workforce Engagement Management Capabilities
- Business Intelligence, Reporting, and Analytics
- Security and Compliance Features
- Data Center, Backup, Disaster Recovery, and Business Continuity
And much more…
Use DMG’s Contact Center as a Service Product and Market Report as your RFP to select the best CCaaS solution and partner for your organization. DMG can also help you identify the three best vendors to meet your CCaaS needs or even run your technology selection process for you. Contact us to learn more!
- Executive Summary
- Introduction
- DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
- Contact Center as a Service Functional Overview
- 4.1 Contact Center as a Service Functional Components
- Contact Center as a Service Market Trends and Challenges
- 5.1 Contact Center as a Service Market Trends
- 5.2 Contact Center as a Service Market Challenges
- Contact Center as a Service Market Innovation
- 6.1 New Features
- 6.2 Future Enhancements
- AI Foundations in Contact Center as a Service Solutions: Powering Smarter Interactions and Adaptive Innovation
- Connected Conversations: Omnichannel Contact Management
- 8.1 Omnichannel Routing and Queuing
- 8.2 Customer Relationship Management
- 8.3 Recording
- 8.4 Transcription
- Automating Excellence with AI-Driven Customer and Agent Engagement
- 9.1 Conversational AI Self-Service
- 9.2 Real-Time Guidance/Next-Best-Action
- 9.3 Automated Post-Interaction Summarization
- 9.4 Automated Quality Management
- Workforce Engagement Management
- Contact Center as a Service Competitive Landscape
- 11.1 Company Snapshot
- High-Level Contact Center as a Service Technical Analysis
- 12.1 Administration and Provisioning
- 12.2 Supervisor UI/UX
- 12.3 Agent UI/UX
- 12.4 BI, Analytics, and Reporting
- 12.5 Security and Compliance
- 12.6 Data Center, Backup, Disaster Recovery, and Business Continuity
- Implementation Analysis
- 13.1 Service Level Agreements
- Pricing
- Company Reports
- 15.1 8×8
- 15.2 Avaya, Inc.
- 17.3 Bright Pattern, Inc.
- 17.4 Call Center Studio
- 15.6 NiCE
- 15.7 UJET
- 15.8 Vonage Holdings Corp.
Appendix: Contact Center as a Service Vendor Directory
Table of Figures
- Figure 1: CCaaS Platform Functional Components
- Figure 2. Functional Components
- Figure 3: 2025-2026 Contact Center as a Service Market Trends
- Figure 4: 2025-2026 Contact Center as a Service Market Challenges
- Figure 5: New Product Features
- Figure 6: Future Enhancements
- Figure 7.1: Artificial Intelligence (AI) and Generative AI (GenAI)/Agentic AI
- Figure 7.2: Artificial Intelligence (AI) and Generative AI (GenAI)/Agentic AI
- Figure 8.1: Omnichannel Routing and Queuing
- Figure 8.2: Omnichannel Routing and Queuing
- Figure 9.1: CRM
- Figure 9.2: CRM
- Figure 10.1: Recording
- Figure 10.2: Recording
- Figure 11.1: Transcription
- Figure 11.2: Transcription
- Figure 12: Outbound Capabilities
- Figure 13.1: Outbound
- Figure 13.2: Outbound
- Figure 14: Self-Service: GenAI-Enabled Conversational AI Solutions
- Figure 15.1: Conversational AI (CAI) Self-Service
- Figure 15.2: Conversational AI (CAI) Self-Service
- Figure 16.1: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
- Figure 16.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
- Figure 17: Automated Post-Interaction Summarization
- Figure 18.1: Automated Post-Interaction Summarization
- Figure 18.2: Automated Post-Interaction Summarization
- Figure 19: Automated Quality Management
- Figure 20.1: Automated Quality Management (AQM)
- Figure 20.2: Automated Quality Management (AQM)
- Figure 21: Workforce Engagement Management (WEM) Capabilities
- Figure 22: CCaaS Competitive Landscape
- Figure 23.1: Company Information as of July 31, 2025
- Figure 23.2: Company Information as of July 31, 2025
- Figure 24.1: High-Level Technical Analysis
- Figure 24.2: High-Level Technical Analysis
- Figure 25.1: Administration and Provisioning
- Figure 25.2: Administration and Provisioning
- Figure 26.1: Supervisor Experience
- Figure 26.2: Supervisor Experience
- Figure 27.1: Agent Experience
- Figure 27.2: Agent Experience
- Figure 28.1: Business Intelligence, Reporting, and Dashboards
- Figure 28.2: Business Intelligence, Reporting, and Dashboards
- Figure 29.1: Security and Compliance Features
- Figure 29.2: Security and Compliance Features
- Figure 30.1: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
- Figure 30.2: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
- Figure 31.1: Implementation/Integration Analysis
- Figure 31.2: Implementation/Integration Analysis
- Figure 32.1: Service Level Agreements (SLAs)
- Figure 32.2: Service Level Agreements (SLAs)
- Figure 33.1 Pricing Structure
- Figure 33.2: Pricing Structure
- Figure 34: Pricing for a 250-Seat Omnichannel CCaaS Solution
- Figure 35: Incremental Pricing