Hampshire, UK—28th April 2025: A new study by Juniper Research, the foremost experts in telecommunications markets, has revealed the vendors currently leading the Contact Centre-as-a-Service (CCaaS) market. The report assessed 18 leading CCaaS vendors against a robust set of criteria, including the strength of their CCaaS solutions, market coverage, and breadth of support for emerging technologies, including conversational AI, intelligent routing and virtual assistants.
An extract from the new report, Global CCaaS Market 2025-2029, is now available as a free download.
The leading three platforms in our 2025 Competitor Leaderboard for the CCaaS market are shown below:
- AWS (Amazon Web Services)
- Genesys
- NICE
Juniper Research’s report identified the leading vendors’ substantial investment in integrating generative AI into CCaaS services, to drive automation in agent workflows and omnichannel experience, as crucial to establishing themselves in a market-leading position. We believe that rich conversational experiences are the next innovation stage in CCaaS, specifically with generative AI enabling increasingly automated interactions through intelligent routing, virtual agents and agent assistant capabilities.
Research author Georgia Allen remarked, “Integrating generative AI across agent and customer experience solutions will facilitate the transition from traditional call centres to rich customer experience platforms. This is critical to meeting customer demand for seamless communications over the customer’s preferred channel.”
Predictive Capabilities Key to Operational Efficiency
Juniper Research believes leveraging agentic AI will be key to CCaaS providers enabling proactive and predictive solutions in the CCaaS market. In turn, enterprises can manage operational factors such as agent volume requirements; allowing enterprises to achieve significant cost savings. Therefore, enterprises can streamline contact centre operations by combining automation and predictive capabilities achieved by leveraging AI.
About the Research
The new research suite offers the most comprehensive assessment of the CCaaS market to date, including market analysis and in-depth forecasts for 61 countries. The dataset contains over 39,000 market statistics within a five-year period. It includes a Country Readiness Index to examine future market opportunities, and a Competitor Leaderboard to assess the leading vendors in the market.
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