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
The 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.
This 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 a 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
Please note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.
A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.
Table of Contents
1. Executive Summary2. Introduction
Companies Mentioned
- 8×8
- Avaya, Inc.
- Bright Pattern, Inc.
- Call Center Studio
- NiCE
- UJET
- Vonage Holdings Corp.
