PEAK Matrix®
Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment 2025
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.
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.
This report is available to members.