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Customer Engagement Intelligence Service

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Advance your business

As customer demands shift, enterprises must transform to thrive. This service helps organizations develop a positive omnichannel customer experience consistently, and differentiate their brand in the market. Access invaluable data, insights, best practices and tools to optimize customer engagement. 

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Use this feature to view the product’s related, periodically updated content, including historical items in the series.

Contact Center as a Service (CCaaS) Market Tracker
SemiAnnual

Last Updated: 04 Apr 2024

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CCaaS Annual Tracker and Forecast – CY24

Tracks and forecasts CCaaS market revenue and subscription sales in key geographical regions. Also tracks pricing, features, and industry-specific solutions (including agentic AI capabilities) from 30 CCaaS vendors, including AWS Connect, Five9, Genesys, and NICE.

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Global Contact Center Market Forecast – 2023–29

This report tracks and forecasts contact center APs from 2023 to 2029 by geographical location, industry, contact center size, CCaaS and on-premises seats, in-house and outsourced agents, and work location (remote, in-office, or hybrid).  

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The State of Digital CX 2025: Survey Analysis

Omdia conducted a survey to uncover the technologies creating connected customer experiences, determine the barriers to digital CX advancement, and understand the strategies helping companies succeed in their digital CX efforts.

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IT Enterprise Insights: Contact Center – 2025

The 2025 IT Enterprise Insights Survey covers IT drivers, IT investments, and sourcing across all geographical markets and key verticals. This report leverages data from the survey to offer insight into the contact center industry.

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Omdia Universe: Customer Engagement Platforms, 2025

The Omdia Universe: Customer Engagement Platform (CEP) provides invaluable insights into a rapidly evolving market where the urgency to adapt to dynamic customer expectations is higher than ever. 

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CCaaS Bi-Annual Tracker and Forecast – 1H24

Tracks and forecasts CCaaS market revenue and subscription sales in four key geographical regions. Also tracks features and industry-specific solutions from more than 25 CCaaS vendors, including Five9, Genesys, NICE, and the newest entrant, Zoom.

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The analyst team
Mila D'Antonio

Principal Analyst, Customer Engagement

Mila D'Antonio
David Myron
David Myron

Principal Analyst, Customer Engagement

David Myron
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