The Contact Center-as-a-Service (CCaaS) market has experienced rapid growth, as enterprises increasingly adopt and expand CCaaS solutions to differentiate their customer experience through cloud-native, AI-powered platforms. Technology providers are also accelerating AI integration in their offerings through innovation and strategic partnerships, moving toward end-to-end AI-automated customer interactions and enabling agentic automation capabilities.
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Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment 2025
The competitive landscape has intensified with the entry of new players, as providers seek to differentiate themselves through vertical specialization or customized capabilities. In this report, we evaluate 19 CCaaS technology providers featured on Everest Group’s PEAK Matrix® 2025 based on their strengths and limitations of their capabilities and offerings. This report helps enterprises identify the right-fit technology provider for their needs and enables technology providers to benchmark themselves against the competition.
Scope
All industries and geographies
Contents
In this report, we examine:
- CCaaS’ role in modernizing omnichannel CX and contact center operations
- The PEAK Matrix® evaluation approach and Star Performer methodology (market impact and vision and capability)
- Key market trends and adoption drivers, including gen AI integration and platform-agnostic ecosystems
- Leading CCaaS providers and the capability themes differentiating Leaders, Major Contenders, and Aspirants
- Enterprise sourcing considerations, such as AI value realization, integration and customization flexibility, pricing/TCO, scalability, and workforce productivity impacts
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Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment 2024
In this report, we assess 18 CCaaS technology providers featured on Everest Group’s PEAK Matrix® 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each provider profile provides a comprehensive overview of its service focus, key intellectual property / solutions, domain investments, and case studies. The research will help buyers select the right-fit technology provider for their needs, while technology providers will be able to benchmark themselves against competition.
Scope
- All industries and geographies
- The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CCaaS technology providers, client reference checks, and an ongoing analysis of the CCaaS market
Contents
In this report, we assess:
- 18 leading CCaaS technology providers as per Everest Group’s PEAK Matrix® framework
- The CCaaS technology provider landscape
- Providers’ key strengths and limitations
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What is the PEAK Matrix®?
The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.
